Emailing

As you begin to use Close, we recommend that you handle all of your customer communication through Close directly. In addition to having any relevant information at your fingertips, you’ll take advantage of the key features of the platform.

To email a Lead, simply locate the Contact and click on the email icon. You can click on additional Contacts if you want to send to multiple people.

Sending an Email

Sending an Email

Craft and send your messages as you would in any email client. Embed images, links, and attachments as needed. Any attachment on outgoing or incoming messages will be available for download.

Any email you receive will go into your Close Inbox as a notification and sync onto the Lead itself. You can reply to those emails either from your Inbox directly or on the Lead page and mark the email as done.

Replying to Email

Replying to Email

Email Attachments

Email attachments in Close allow you to send and receive external files with your emails.

Attach a file to an email when:

To attach a file to an individual email, simply click on the paper clip icon at the bottom of your email draft and select your file.

Attach a file to an email

Attach a file to an email

Email Templates can also include attachments. This can be useful if you have a post-demo PDF or if you send blank contracts when an opportunity is about to close.

Template Attachments

Template Attachments

Email Reminders

Set a follow-up Reminder to have Close automatically remind you if a Lead has not responded to your latest email. Using follow-up Reminders instead of creating a Task is a great way to remove clutter from your Inbox, and provides more context when following up with a Lead.

To set an email Reminder, simply check the “Remind me to follow up” box and select the timeframe or date from the dropdown.

Setting an Email Reminder

Setting an Email Reminder

The clock icon indicates the email has a follow-up Reminder attached. Hover over this icon to see when your Reminder is set. Reminders are automatically cleared if someone responds. Another great reason to use them instead of Tasks.

Active Reminder Indication

Active Reminder Indication

If your email does not receive a reply by the date of your Reminder, you’ll see the Reminder appear in your Inbox.

Inbox Reminder Task

Inbox Reminder Task

Scheduling an Email

Close gives you the ability to draft an email and send it at a future date/time. Sending later is a great way to automate certain workflows. For example, if you have a demo set with a customer, you might want to schedule a reminder email to go out the day before, hopefully ensuring your Lead attends your demo.

Your email will go out at the date and time you set. You will see the email says scheduled and have the ability to convert the email back to a draft if needed.

Scheduling an Email

Scheduling an Email

Tracking Email Opens

By default, Close will track the opens of any email you send from within Close. You will see an indication on each message that the email was opened. You can hover over the indicator for additional information, such as the email address that opened the message, when, and how many times it was opened.

Email Tracking Popover

Email Tracking Popover

If you’re sending emails from outside of Close, the tracking information will not be available within Close. Also, depending on the recipients email client setup, you opens may not be able to be tracked. That means that your open rates are likely higher than you’ll see in reporting.

To turn this setting on or off, simply go to Settings > Communication > Email and look for this checkbox.

Email tracking setting

Email tracking setting

Sending as Another Email Address

If your team sends certain materials from a generic address, or you want to send a message on behalf of another email address, you can do so when drafting your email. If you have multiple email accounts synced in Your Email Settings, your email address will appear as a dropdown. Simply click into it to adjust the sender.

Sending from Another Address

Sending from Another Address

Creating + Sharing Email Templates

If you find yourself sending similar messages over and over, you may want to consider using the Email Templates feature within Close.

To create an Email Template, go to Settings > Communication > Email Templates. Here you can create or view any Template that is available to you.

Creating an Email Template

Creating an Email Template

You can also customize your Template with Template Tags, adding Lead name, Contact information, or any Custom Fields to dynamically populate the email when you send it.

Using Template Tags

Using Template Tags

If you’re creating Templates for your team, you can choose to share the Template with the rest of your organization.

Share template with organization

Share template with organization

Sending Email Templates

Now that you have a Template set up, you can use the Template when emailing your leads. Simply select your Template from the dropdown when drafting your email. Your Template will populate, and allow you to edit if necessary.

Sending an Email Template

Sending an Email Template

Bulk Emailing

If you’re on our Professional or Business Plan, you can also take advantage of Bulk Emailing from within Close.

Close Pro Tip: Set Up a Smart View to Use Bulk Email

Before initiating a Bulk Email, it’s important to first set up a Smart View that identifies the leads you want to email, and excludes the ones you don’t.

If you need help coming up with sales email templates, check out these Close blog posts:

Once you have your list of leads prepared, simply click the Email button at the top of the lead list to initiate a bulk email.

You’ll have a few options to select from while configuring your Bulk Email.

From - Choose who the message will appear to come from (this will only appear if you have the ability to send from multiple addresses)

Template - Decide which Template you’ll be sending

For each Lead, email - Your choices here are the first Contact on the Lead, or all Contacts on the Lead. This may vary based on the context of the Bulk Email.

Once you've decided on these items, you’ll be able to preview your Bulk Email. Previewing allows you to review your Template Tags and ensure that the message you’re sending is the correct one Click the arrow at the top of the viewing window to scroll between recipients. If everything looks good, click send. Your Bulk Email will be sent and you’ll receive an email once it’s completed.

Is there a limit for bulk emailing?

Bulk emails are sent just like any other email you send in Close; they are sent through your own SMTP email server (which is listed under your email settings), so its important to know your email service provider's daily limits.

Most email providers, such as Gmail / Google Apps and Office 365 will throttle or restrict the quantity or frequency of outgoing emails you're able to send in a given period of time.

Close Pro Tip: Prevent your outbound emails from being halted

If you plan on sending more than 2,000 emails in a 24 hour period, your email server may halt your outbound emails from sending. We recommend you set up a 3rd party email service like Mailgun for sending larger quantities of email.

Using a separate email service for outgoing emails

You can set Close to use a dedicated email sending service like Mailgun, Sendgrid, or Amazon SES. When doing this, we recommended you:

  • Keep sending email "From" your main email address.
  • Follow your provider's instructions to update your DNS records. You'll want your SPF records to indicate that their service has permission to send email from your domain name.
  • Change your outgoing email settings (SMTP) in Close. Enter the SMTP host, username, and password information that Mailgun, Sendgrid, or Amazon SES provides you.
  • Keep your incoming email (IMAP) settings in Close the same so that they point at your main email inbox server (e.g., imap.google.com or whatever email system your main work email system uses).

Check out a walkthrough of this process (using Mailgun) over here.

If everything is set up and working properly then recipients of your emails won't notice that you're using a 3rd party service to send email. And your incoming emails should continue showing up inside of Close.

Emailing


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