Advanced Training: Admin

Automating Email

The Email Manager is the central hub for all of the email content used in the system. If an email is sent through the system—via a Dialer Initiative, an automated ELF campaign, or individually by a user—the content for that email originates here.

To get to the Email Manager go to:

Admin Tab > Personal Settings > Email Manager

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The Email Manager Interface

Your various templates can be organized into categories. By default, an email template will have no category assigned when you create it. Any templates without a category assigned will appear under "No Category."

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The categories can be created through the Manage Dropdowns tool in the Admin tab. Look for the dropdown heading Email Categories.

To add a new template, click Add Email Template. To edit an existing template, click on the name of one of your existing templates, and it will take you to the editor screen.

The Email Editor

The email editor comprises two parts: the "pre-flight" parameters, and the body content. The top half of the editor is the "pre-flight" area; the bottom half is the content.

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First, notice that just like standard record objects, email templates require an owner. This is because emails are also tied to permissions—whether a particular template is viewable/usable to just the owner, or to other users. The template permission levels are:

  • Individual—only the owner can utilize the template.
  • Team—the template can be utilized by users who belong to the same Team (set up in the user's permission settings).
  • Company—all users can access the template.

Email "Preflight" Options

Field Description
Subject The subject, obviously, is what will appear as the subject in the recipient’s inbox.
Carbon Copy (CC)

The CC field gives you the chance to carbon copy additional recipients when the template is sent, though obviously you need to be careful with this (you don't want to carbon copy someone on an email template that's going to be sent dozens, or hundreds of times a day). Carbon copying is generally only done with select emails, typically to inform someone within your organization when a specific email is sent.

The ability to use this field is controlled by user permissions. For more information, see the section of this document entitled Email Permissions

Blind Carbon Copy (BCC)

The BCC field is identical to the CC field, only all of the email recipients are unaware that anyone else was sent the same template.

The ability to use this field is controlled by user permissions. For more information, see the section of this document entitled Email Permissions

From Field

The From field can have a specific email address entered, or it can be left blank. If left blank, the Email Manager will automatically insert the email address of user sending the email (this is taken from the user's Personal Information profile). This can be very useful if you want to set up a series of generic company templates sent by you and your agents, since you don't have to create a separate template for ever single user.

The ability to use this field is controlled by user permissions. For more information, see the section of this document entitled Email Permissions

Attachments Any files uploaded into the Files Repository (i.e., the Files tab in the CRM) can be added as a permanent attachment to any template. This is a great feature, since users don't have to worry about adding the attachment themselves, they can just send the email at the click of a button, and the attachment automatically goes with it. Review the Files tab section of this guide if you have additional questions.
Merged Fields Technically merged fields are more about "content editing" than "pre-flight," but we've included them here because they're technically separate from the main body editor.

Merged fields are small blocks of text, formatted to coincide with the database, that will insert information directly into the body of the email. To see the actual merged field text, select the appropriate radial button that coincides to appropriate object type (in most cases, this will be Leads). The actual merged field codes will appear in the panel below the radial buttons.

There are merged fields for just about any piece of information contained within the database, though there are a few exceptions. To add a merged field code, simply find the merged code you want, then highlight, copy and paste it in to the content body, as shown.

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Inbound Initiative When selected, this option allows you to link an email template to an Inbound ACD. If an email recipient opens the email when they receive it, a trigger gets sent back to, which initiates an ACD screen pop, and dials the Lead.
Call Delay This works in conjunction with the Inbound Initiative option. This option creates a time delay between the time an email gets opened, and the time the Inbound dialer triggers the ACD screen pop.
Allow "Single Email" Calls This option enables or disables the ACD screen pop function for opening the email, if the email was sent as a single, "one-off" action. Most of the time, the ACD screen pop feature is reserved for mass/bulk emailings, but can be enabled for single emails here.

Editing Email Content

The bottom half of the editor is where we supply the actual content of the body of the email.

There are three basic ways you can design the content of your emails. First, you can use the built in What-you-see-is-what-you-get (WYSIWYG) editor to build out the content, copying and pasting any needed merge fields as you go.

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For more complex content, you may instead want to switch to HTML without editor mode. The most common use for this feature is to directly copy and paste some existing HTML code to use as your template.

There are a number of formatting challenges in using the HTML editor supplied here; most of the time you'll want to create the HTML code in another program, upload the needed content to a Web server, and then copy and paste the final code here when you're done.

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For more visually dynamic emails, this is usually the best option. You're basically treating the email as if it was a mini-Web page, copying the HTML code into the template.

If you choose to do this, however, be advised that the email editor limits content to 65,000 characters. If you have extremely large HTML-based templates, this can come into play.

The final option is plain text mode, for the simplest, least intensive formats. Most people use plain text only if they're certain that HTML-encoded emails will not work, or the recipient(s) won't be able to read anything but plain text.

Active Content Without Using a Web Host

If you don't have access to a hosting site where you can place graphics, pictures, logos, etc., to insert into your emails, you can instead upload them to the Files tab in your CRM. In the WYSIWYG editor, there is a button link to insert an image from the files repository.

This can be a quick and easy way to insert a small graphic, like a logo image as a footer, without having to go through all the hassle of adding graphics to a separate Web server. The files repository can support GIF, JPG, BMP, and PNG formatted images.

Email Permissions

As noted above, certain aspects of editing emails can only be performed by users with the appropriate permissions. The following permissions are available:

  • Can Edit Emails
  • Can Edit Email From Field
  • Can Edit Email To Field
  • Can Edit Email CC Field
  • Can Edit Email BCC Field

To edit these permissions, go to:

Administrative Tab > Manage Permissions

Then select the user group you want to edit.

The premissions are located under the Email Permissions heading under the Administrative section. Check the box next to the option to activate the permission for the users in the group or uncheck it to disable it. When you're finished, click Save.

Email Tips

  • If you have an entire series of emails that will use a similar format, try creating a single template as a default, and then use the template clone option to copy it numerous times, making the needed changes as you go along.
  • Since the emails are HTML-based, a hard carriage return (pressing the Enter key) creates a two-line space, not a single space. To create a single line space, press Shift + Enter at the same time.
  • Before sending out an email, whether singly or en masse, do a couple of test runs to one of your inboxes to make sure the content is showing up correctly.
  • A "Text Only" formatting option is also available to you in case graphics, fonts and colors are not paramount to your marketing strategy. This means your recipients will be able to focus on the strength of your message rather than dazzling style. To switch to text mode in the "Edit Email Template" page use the radio button for "Text only" next to the WYSIWGY editor.
  • If you are also using the InsideSales auto-fax capabilities, your email templates will be the SAME TEMPLATES used when sending faxes.

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