Message Center
The Message Center is designed to receive inbound messages (enquiries). It monitors messages sent to an inbox or received from a landing form on your website. These messages can then be assigned, responded to, and, if necessary, be converted into opportunities.
The Message Center syncs every 5 minutes with your enquiries email inbox. To set up your email inbox as the Message Center, please see Enquiries Email Integration.
The Message Center can be accessed by clicking your profile icon then ‘Message Center’ to see all messages or ‘My Messages’ to see only the messages that have been assigned to you.
Please see Message Center Settings for information on Message Center default settings.
Terminology
| Enquiry: | An email message sent to a shared inbox such as info@, enquiries@ |
|---|---|
| Submission: | A message received from a prospect when submitting a landing form <link> on your website |
| Associate: | Messages are associated with accounts and contacts in the database. New accounts and contacts are created if required. |
| Process: | You can process a message into a sales opportunity or mark it as dead if there is no sales opportunity available. |
| Action: | Reply to your message, create a task or add the sender to a marketing list. |
| Assign To: | Messages can be assigned to an Administrate user for actioning and processing. |
Assign a message
- Open the message from the left pane.
- Click Assign To and select the Administrate User responsible for handling this message.
That Administrate User will then see the messages assigned to them in ‘My Messages’.
NOTE: Submission assignment can be automated by setting the default assignee on the marketing activity that the landing form is linked to.
Associate a message
- Open the message from the left pane.
- Click Associate.
- Existing Contacts will be suggested, if no suitable matches are present then select New Contact and complete the known fields.
An Account and Contact will be created if they did not previously exist and the message will be stored against that Contact.
Action a message
- Open the message from the left pane.
- Click Action.
- Select the desired action: Reply by email, Create Task or Add to Marketing List.
Replies and Tasks will be stored against the Contact.
Process a message
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Open the message from the left pane
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Click Process
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- Select the desired action:
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- Create Opportunity (creates a new Opportunity)
- Associate Opportunity (adds the message to an existing Opportunity)
- Mark as Dead (the message has no value as an opportunity, you can also change the dead reasons)
- No action required (the message is stored against the Contact yet is not relevant as an Opportunity)
Delete a message
- Open the message from the left pane
- Click Delete
Create Enquiry
This function is useful when taking manual enquiries, such as those by phone or fax.
- Click Create Enquiry
- Enter the enquiry details
- Click Create
Once created, all the options outlined above are available.
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