In your Profit Platform CRM you will be able manage your email conversations with your contacts. They may reply to the emails you send out in automation workflows or campaigns, and you will receive and see those replies in your CRM and you can also reply back to them. In this video, you will learn the two different ways that you can manage conversations in your CRM.
Video transcript (click here to expand)
[00:00:00] In this video, you're going to learn how to manage conversations with your contacts that are in your Profit Platform CRM.
[00:00:06] So once you're logged into your CRM and at your dashboard, there are two different ways that you can manage conversations with your contacts. The first place is here on the Conversations tab. So on the Conversations tab, what you're seeing is a list of the ongoing conversations that you're having with your contacts and they will be arranged in date order, where the most recent one is first.
[00:00:30] So, as you can see here there are a few options in being able to look at your conversations. First of all, you can see just the ones that have not been read yet. And then when you actually click on them to read the replies that you got, they will get automatically marked as read, and then they won't show up on this tab, this Unread tab. Okay, so you've got “Unread,” “Recents,” and “Starred” and “All” as your options for viewing the conversations that are here. Plus you can also add additional filters if you need to. And so, Unread is conversations that you have not looked at yet. Recents is just a list of recent conversations, and Starred is if you had starred one of the conversations by clicking this button over here to mark it as starred. So perhaps it's something you want to get back to, make sure that you reply to somebody so you can just mark it as starred and then come back to it later. And then finally you have All, which is going to show all of the conversations. And now you can see bigger list of everything that has occurred here in terms of conversations with the different contacts.
[00:01:34] Let's go back to unread again, just for a moment, that is the default. Then once I click on here, I can read the response that they sent. So here's the response that was sent from this contact. And then if you want to, you can also reply to that response by using this button here, clicking reply and typing a message and then hit the send button to send it. So that's how you can communicate with your contacts here through email.
[00:02:06] Now that's the Conversations tab, you can also communicate with them through the Contacts tab. So if there's a specific contact that you want to look up, what you can do is go over here to the contacts tab and you can see all of your contacts.
[00:02:19] And then you are able to select a particular contact and then you're able to search for a contact here with a quick search. You can search for them by name or email or tags. So the options of what you can search for are shown here. So most times it's easiest to look by email, if you're going to use this quick search or by name. You can then open up the contact itself, and you can also see the conversation right here inside of the contact record. And if I collapse this right here to hide that, then you can see the same conversation that I just looked at over in the Conversations tab, and I can then do the same thing here. I can read the email. I can reply to it, same way, exactly. So all of that is the same.
[00:03:10] Now, one thing to know about the conversations that you have here in your CRM with your contacts is that for any email that is initiated and sent by your CRM, when someone replies to it, their reply is going to come here into your CRM. And it's not going to go back to your inbox that you can log into also separately at your “hello@” email address.
[00:03:32] So for example, this one is the [email protected], and if you look at it, what you can see here is that when they reply, the address is slightly different. It's actually coming back to your Profit Platform CRM and the address is [email protected], meaning that it's going to come back here into your CRM and not go directly to your email inbox. And so that's the difference, but that's only for emails that are initiated from the CRM. Other emails that are initiated from your website or from your contact form on your website, for example, are going to go to that inbox, so be sure to check it on a regular basis and make sure that you are responding to anything that you need to there.
[00:04:11] So to wrap it up, it is pretty simple to access and manage your conversations here in your CRM, either through the Conversations tab or the Contacts tab. And that is how you will do that with your Profit Platform CRM.