Send an email to a customer
Goal
Email a customer from their record, so the email is on their timeline and anybody can see that it went.
Prerequisites
- You have opened Parsware Sales.
- Your administrator has connected the environment to a mail service. If nobody has, every email fails and says so. See If it failed.
Write and send it
- Open the contact, account or lead.
- On its Timeline, press New and choose Email.
- Fill in the Subject and the message (Description).
- To can be left empty: when you save, it is filled in with the email address of whoever the email is about. Type an address to send somewhere else. Separate several addresses, in To or Cc, with commas or semicolons.
- Press Send.
Send saves the email and it goes a moment later. Delivery reads Pending send until then. Reopen the email, or look at the customer's timeline, to see what happened:
- Sent: it went. The date is when it went, and the email is Completed.
- Failed: it did not go, and Why it failed says why.
Replies come to you. The email goes from your organisation's address, with yours as the address to reply to. The reply arrives in your own mailbox; it is not added to Parsware.
A sent email does not change
Once an email is being sent, or has been sent, what it says and who it went to are locked. That is the record of what the customer received. To send something different, create a new email.
If it failed
- Read Why it failed on the email.
- Fix what it names: a mistyped address in To, for example. If it says the mail service is not set up, that is for your administrator, not you.
- Press Send again.
Activities › Emails that failed to send lists every email that did not go, so nothing is quietly left unsent.
What it does not do
- Replies are not captured. Parsware does not read your inbox.
- The message is plain text. Line breaks are kept; there is no bold, colour or pictures.
- It is not sent as you. It comes from your organisation's address; only replies come to you.