[Donor Management System] Answering Email Replies

Whenever you send an email through the DMS, you will be able to see and answer replies to these emails directly in the system.


Considerations

  • If your DMS Email receives a reply from an email address that is not associated with one of your Contacts, the DMS will automatically add a new Contact for that new email address.
  • At the moment, Email Replies received from your Contacts and any answers to them through the DMS will not be concentrated on a single email thread. Each email will be categorized as one separate Activity.

Which Emails can receive Replies in the DMS?

Replies to the following emails sent through the DMS will be visible in the system:


Identifying & Answering Email Replies

From the Home Tab

1. Go to the Home Tab

2. You will then see the New Email Replies Dashlet on your Home Dashboard with all of your unread email replies

3. To view an Email Reply, select Inbound Email to the right of your desired Email

4. Next, you can read the contents of that email. When ready, select Reply at the bottom right.

Note: You can also Archive that email to dismiss it from this page. You will then need to select Refresh Dashboard Data on the top right corner of the Home Tab page to dismiss the email.

5. On the next page, craft your email. You can use Templates and Tokens.

6. Then, select Send Email on the bottom right. Your Contact will receive the email and it will create an Activity related to it on their Contact Profile.


From the Reports Tab

1. Go to the Reports Tab

2. Select Contact Reports

3. Select the New Email Replies Report

4. On the next page, you can customize your Report with Columns and Filters

5. Once you’re satisfied, select Refresh Results

6. To view an Email Reply, select Inbound Email to the right of your desired Email

7. Next, you can read the contents of that email. When ready, select Reply at the bottom right.

Note: You can also Archive that email to dismiss it from this page. You will then need to refresh your page to dismiss the email.

8. On the next page, craft your email. You can use Templates and Tokens.

9. Then, select Send Email on the bottom right. Your Contact will receive the email and it will create an Activity related to it on their Contact Profile.


From the Contact Profile

1. Go to the Contacts Tab

2. Search for the Contact you wish to see their Email Replies and select their Name

3. On the next page, select Activities

4. You will then see the Email Replies in red (signaling that they are still unread) and with the Type as Inbound Email. You will also be able to filter by this specific Type.

5. To view an Email Reply, select View to the right of your desired Email

6. Next, you can read the contents of that email. When ready, select Reply at the bottom right.

Note: You can also Archive that Activity to marked it as Completed (and change its colours from red to black).

8. On the next page, craft your email. You can use Templates and Tokens.

9. Then, select Send Email on the bottom right. Your Contact will receive the email and it will create an Activity related to it on their Contact Profile.

10. After answering an Email Reply, the email you will be marked as Completed automatically (and change colours from red to black). You can also manually change that specific Activity from New Reply to Completed by hovering your mouse cursor on top of its Status

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