How do I know when my customers have viewed my email, or replied to an email or SMS?

How do I know when my customers have viewed my email, or replied to an email or SMS?

When an email has been sent it will appear in the 'Communications' section.  When the email is viewed you will see a small red circle with a count of the views.  This will be '1' if the email was opened, and then an additional count for each time the video is viewed (in most cases the first time you view it the view count would be '2').  If you need more information you can open the email, click on 'History' within the Action menu to view the date sent, viewed and read,  If your account has been set up for it the customers reply will also be captured directly back to this lead.  When the customer replies to an email or SMS it will also generate a notification to advise the user who sent the message that their customer has replied.  These will be marked as incoming in the 'Communications' section.