Overview

Overview

Your CRM Inbox centralizes all email communications with contacts. Send, receive, and track emails without leaving the CRM - every conversation automatically linked to the right contact.

Key Features:

• Send/receive emails from your email address
• Email templates for common messages
• Automatic contact matching
• Email tracking (opens, clicks)
• Thread view (full conversation)
• Bulk emailing to segments

Accessing Your Inbox

1. Navigate to CRM → Inbox
2. Email list loads (most recent first)
3. Click any email to view full thread
4. Compose button (top right)

Inbox Layout:

• Left Sidebar: Folders (Inbox, Sent, Drafts)
• Middle: Email list with preview
• Right: Selected email thread

Email Folders

Inbox

• All received emails
• Unread count badge
• Sort by date or importance

Sent

• All emails you've sent
• Includes bulk campaigns
• Tracking stats visible

Drafts

• Emails you started but didn't send
• Auto-saves as you type
• Resume writing anytime

Archived

• Old emails you've archived
• Cleans up inbox
• Still searchable

Connecting Your Email

Composing Emails

New Email

Email from Contact Profile

Quick Send:

1. Open any contact
2. Click Send Email button
3. Compose (recipient pre-filled)
4. Send

Best For: One-off emails to specific contacts

Bulk Email to Segment

Email Templates

Using Templates

When Composing:

1. Click Templates button
2. Browse categories (Follow-up, Introduction, Thank You)
3. Select template
4. Customize for this recipient
5. Send

Creating Templates

Example Template - Follow-up After Showing:

Subject: Great seeing you at {{PropertyAddress}}

Hi {{FirstName}},

Thanks for touring {{PropertyAddress}} with me today. I loved hearing
about your plans for {{specific detail you discussed}}.

As promised, here are the comps I mentioned. Also, I found {{another
listing that might interest them}}.

When would you like to see more properties? I'm free {{your
availability}}.

Best,
{{YourName}}

Template Merge Fields

Contact Fields:

• {{FirstName}}, {{LastName}}, {{FullName}}
• {{Email}}, {{Phone}}
• {{Address}}, {{City}}, {{State}}

Agent Fields:

• {{AgentName}}, {{AgentPhone}}, {{AgentEmail}}
• {{AgentTitle}}, {{AgentLicense}}
• {{AgentPhoto}}, {{AgentWebsite}}

Property Fields (if sent from property context):

• {{PropertyAddress}}, {{PropertyPrice}}
• {{PropertyBeds}}, {{PropertyBaths}}
• {{PropertyURL}}, {{PropertyPhotos}}

System Fields:

• {{CurrentDate}}, {{CurrentYear}}
• {{UnsubscribeLink}} (required for marketing emails)

Email Features

Rich Text Editor

Formatting:

• Bold, italic, underline
• Font size and color
• Bulleted and numbered lists
• Headings and paragraphs
• Alignment (left, center, right)

Insertions:

• Links (text or buttons)
• Images (inline or attached)
• Property cards (showcase listing)
• Video thumbnails (linked to video)
• Call-to-action buttons

Email Signatures

Auto-Signature:

• Added to every email automatically
• Configure in Settings → Email Signature

Include:

• Your name and title
• Contact information
• Professional headshot
• Social media links
• License number (if required)
• Company logo
• Legal disclaimers

Example Signature:

Sarah Johnson
Luxury Real Estate Advisor
📱 (555) 123-4567
✉️ sarah@example.com
🌐 sarahjohnson.com

CA DRE #01234567

Attachments

Attach Files:

• Click paperclip icon
• Select file(s) from computer
• Or drag-and-drop
• Max 25MB total per email

Common Attachments:

• Property brochures (PDF)
• Comparative Market Analysis
• Pre-approval letters
• Inspection reports
• Contracts (for review, not signing)

Pro Tip: Use cloud links for large files (Dropbox, Google Drive)

Email Scheduling

Schedule Send:

1. Compose email
2. Click arrow next to Send button
3. Select Schedule Send
4. Choose date and time
5. Email queues for delivery

Use Cases:

• Send at optimal time (9am when they check email)
• Respect time zones
• Follow-up sequences (schedule 3 days out)
• Weekend writing, weekday sending

Email Tracking

What's Tracked

Opens:

• ✅ Email opened
• Timestamp of first open
• Total number of opens
• Device/location (general)

Clicks:

• ✅ Link clicked
• Which link
• How many times
• Timestamp

Replies:

• ✅ Recipient replied
• Full reply captured
• Added to thread

Viewing Tracking Data

In Inbox:

• 👁️ icon = opened
• 🔗 icon = clicked link
• 💬 icon = replied

In Contact Activity:

• Full email tracking history
• All emails to/from contact
• Engagement timeline

Real-Time Notifications

Get Alerted (optional):

• Email opened notification
• Link clicked notification
• Reply received notification

Configure: Settings → Notifications → Email Tracking

Email Conversations (Threads)

Thread View

Full Conversation:

• All emails in thread
• Chronological order
• Your messages + their replies
• Attached files visible

Reply to Thread:

• Click Reply button
• Continues conversation
• Maintains context

Multiple Contacts in Thread

Group Emails:

• Multiple recipients (To, CC)
• Each contact gets linked
• Activity logged for all

View:

• See all contacts in conversation
• Jump to any contact profile
• Note conversation included multiple people

Email Filters and Search

Search Emails

Search Bar:

• Search subject lines
• Search email body
• Search sender/recipient
• Search date range

Filters:

• Unread only
• Has attachments
• Starred/important
• From specific contact
• Contains specific keywords

Smart Folders

Auto-Organized:

• High Priority (contacts in active pipelines)
• Needs Reply (awaiting your response)
• Opened But Not Replied (engagement signal)
• Bounced (invalid addresses)

Email Best Practices

Response Time

Target:

• New leads: Under 5 minutes
• Active clients: Same day
• General inquiries: Within 24 hours

Set Expectations:

• Auto-responder for after-hours
• Out-of-office for vacations
• "I'll get back to you by [time]"

Email Etiquette

Do:

• Use professional subject lines
• Personalize every email
• Proofread before sending
• Include clear call-to-action
• Add unsubscribe link (marketing emails)

Don't:

• ALL CAPS SUBJECT LINES
• Excessive exclamation points!!!
• Overly long emails (keep under 200 words)
• Attach huge files (use cloud links)
• Reply-all unnecessarily

Mobile Email

Optimize for Mobile:

• 60%+ of emails opened on mobile
• Short subject lines (under 40 chars)
• Brief paragraphs (2-3 sentences)
• Large tap targets for buttons
• Single column layout

Compliance

CAN-SPAM Requirements

Marketing Emails Must Include:

• Your physical address
• Clear unsubscribe link
• Your real name and company
• Non-deceptive subject line
• Honor opt-outs within 10 days

System Auto-Includes:

• Unsubscribe link (footer)
• Your address (signature)
• Opt-out processing (automatic)

GDPR Compliance

If Contacting EU Residents:

• Obtain consent before emailing
• Provide clear privacy policy
• Allow data access/deletion requests
• Secure data transmission

Troubleshooting

Emails Not Syncing

Check:

• Email integration still connected
• Sync settings enabled
• Internet connection stable
• Reconnect email account

Tracking Not Working

Reasons:

• Recipient has images disabled
• Privacy-focused email client
• Corporate firewall blocking

Solution: Don't over-rely on opens, focus on replies and clicks

Emails Going to Spam

Improve Deliverability:

• Authenticate domain (SPF, DKIM)
• Avoid spam trigger words
• Don't send to purchased lists
• Maintain good sender reputation
• Don't email unsubscribed contacts

Quick Reference