Capturing Customer Replies To Your Email

In AutoPlayAuto.com when you send any email that you to customers that includes video, you will be able to track how many times that email was viewed.  Within each Lead screen is a section for Email & SMS comms labelled 'Communications'.  When an email is sent, and the customer views the video on your email you will see a small red circle with a count of the number of times they watched the video on your email.  To find out more about tracking when a customer views your email click HERE.

It is also possible to capture the customers replies to your email by enabling the Track Email Conversation Role.  When turned on for an account every email sent from your account will automatically append 'leads@autoplay.co.nz' to your emails.  When the customer replies this will capture a copy of their reply to the 'Communications' section on the lead - differentiated by the inbound icon as shown below.

Opening up a customer reply will load a different popup where you can read what the customer replied with.  Clicking on the 'Communication' button will enable users to do one of two things;

1.  New Email Response - This will allow the user to create a brand new video email response back to the customer

2.  Reply To Conversation - This will allow the user to create a streamlined email reply without a video response.  This enables you to select a different email template without video, and provides a streamlined popup to craft your response.  When you reply using this method it will ensure your communication with the customer stays in a single thread in their inbox.

With the "Track Email Communication' role enabled, the current owner of the lead will be notified whenever any customer replies to their email.  The Notification will show up in the users normal 'Notifications' list as 'Customer Replied To Email'.  Clicking on this record will open the lead where you can navigate to the email within the 'Communications' section.

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