Track: Use the track feature to monitor when contacts open your emails. To track emails, EngageBay CRM inserts a one-pixel tracking image into the email after it is sent. If you have the EngageBay CRM for Windows tray app installed or if you're using Chrome with the EngageBay CRM Chrome extension, you'll receive a real-time notification on your desktop when a contact opens the tracked email. Users with assigned EngageBay CRM paid seats can also track when a recipient clicks a link in the email. Free users cannot track clicks. EngageBay CRM records tracked email opens and clicks in the activity feed and on the record's timeline. Selecting the Track Email checkbox will not log a copy of the email to the record in EngageBay CRM.

View the tracked email's status: Before your contact opens the email, the email subject line and recipient will show in your activity feed in EngageBay CRM as ‘Sent’.

When the recipient opens the email, you'll receive a real-time pop-up notification on your desktop and the email notification will be marked as ‘Open’ in your activity feed. Click the dropdown menu below the contact's name to see when the recipient opened your email. You will also see a history of the contact's activities listed in the dropdown menu.

Logging emails: log an email and add new contacts to EngageBay CRM from a logged email, the email address you send from within your email client must be one of the following:

• A user in your account.
• One of your connected email addresses.
• An alias in your email client (either an alias that has been configured in your connected Gmail inbox, or an alias added to your Profile & Preferences).

You can specify email addresses and domains that you never want to log emails for in your EngageBay CRM account settings. Or you can add these email addresses and domains in your add-in settings.

To send a logged email using the Outlook desktop add-in from your Outlook desktop account on a PC:

● In your EngageBay account, navigate to your records:

* Contacts: In your EngageBay account, navigate to Contacts > Contacts.

* Companies: In your EngageBay account, navigate to Contacts > Companies.

* Deals: In your EngageBay account, navigate to Sales > Deals.

* Tickets: In your EngageBay account, navigate to Service > Tickets.

• Click the name of the record.
• On the timeline, locate the logged email. From the email, you can do the following:

1. Associated records: click to edit the associated records.
2. Pin: click to pin the email to the top of the timeline.
3. Delete: click to delete the email activity from the timeline.
4. Details: click to see specific information about the email sent.
5. Expand: click to see the full body of the email. If there's an ongoing email conversation, click: View thread to see all of the emails in the thread.
6. Attachments: click to open attachments associated with this specific email send.
7. Reply: click Reply to send an email reply to the contact from EngageBay.

Use sales tools with the EngageBay CRM Outlook desktop add-in

Access the EngageBay CRM tools directly in your inbox when composing emails with the EngageBay CRM Outlook desktop add-in installed.

This article walks through using the following EngageBay CRM tools with the Outlook desktop add-in:

• Snippets
• Templates
• Documents
• Meetings
• Sequences

Snippets: To insert snippets in your emails using the Outlook desktop add-in:

• Compose a new email in Outlook and add a recipient.
• In the message ribbon, click Sales Tools > Snippets, then select a snippet. Click Manage snippets to go to your snippets dashboard in your EngageBay account.
• Or, right-click in the body of your email and select Snippets, then select the snippet you wish to insert.

Templates: To insert snippets in your emails using the Outlook desktop add-in:

• Compose a new email and add a recipient.
• At the top of the dialog box, use the search bar to search for a template by name or click the dropdown menu beside the search bar to filter your templates by , Created by my team, Created by me and Recent.
• The last used at column is user specific, so it will show the templates that were last sent by the user viewing the modal. You can sort your templates by the Last used at or the Created at column.
• Hover over the template you want to use and click Select

Documents: at column is user specific, so it will show the templates that were last sent by the user viewing the modal. You can sort your templates by the Last used at or the Created at column.

• Compose a new email and add a recipient.
• In the message ribbon, click Sales Tools > Documents.

• In the dialog box, search for a document by name or click the dropdown menu beside the search bar to filter your documents by All, Created by my team, Created by me, and Recent.
• The Last used at column is user specific, so it will show the documents that were last used by the user viewing the modal. You can sort your documents by the Last used at or the Created at column.
• Select the Require an email address from all other viewers checkbox if you want to collect an email address from anyone else besides the original recipient who views the document.
• Hover over the document you want to use and click Select.
• A link to the document will be inserted into your email.

Meetings: To insert your meetings link using the Outlook desktop add-in:

• Compose a new email in Outlook and add a recipient.
• In the message ribbon, click Sales Tools > Meetings, then select one of your meeting links. Click Manage links to go to your meetings dashboard in EngageBay.
• Alternatively, you can right-click in the body of your email and select Meetings, then select the meetings link you wish to insert.

The name of your meeting link will appear in your email. It will be hyperlinked, so when a prospect clicks it, they'll be brought to your booking page.

Sequences: at column is user specific, so it will show the templates that were last sent by the user viewing the modal. You can sort your templates by the Last used at or the Created at column.

• Compose a new email and add a recipient.
• In the message ribbon, click Sales Tools > Sequences.
• In the dialog box, use the search bar to search for a sequence by name or click the dropdown menu beside the search bar to filter your sequences by All, Created by my team, Created by me, and Recent.
• The Last used at column is user specific, so it will show the sequences that were last sent by the user viewing the modal. You can sort your sequences by the Last used at or the Created at column.
• Hover over the sequence you want to enroll your contact in and click Select.
• In the next dialog box, edit your sequence's content and settings. Click the Start dropdown menu and select the first step of the sequence. Specify the start time of the first email sent, then click the Advanced settings dropdown menu to specify when each subsequent email in the sequence should be sent.