Emailing Contacts

Overview: Communication Center

The SalesforceIQ Communication Center gives you a centralized location to send all your emails, both individually and in bulk.


To access the Communication Center, click at the top of any screen.


In the Communication Center, you can do any of the following:

Video: Communication Center (~3.5 min)

Send and reply to email

SalesforceIQ offers many ways to email your relationships:

You can also send a mass email using templates from the Communication Center.

Note: You must have an email account connected to SalesforceIQ for the email functionality to work. Learn how to connect a Gmail account, an Exchange account, or an Office 365 account.

Send Email From the Communication Center

  1. Click at the top of any screen.
  2. In the left navigation panel, click Compose Email.
  3. On the screen that appears, enter the email address for each message recipient. If a recipient has more than one email address, select the correct email address by hovering over the recipient name or email address in the To field. This displays all of the email addresses you have for that Contact so you can select a different one. SalesforceIQ always defaults to the email address that has been designated as primary for that Contact.
  4. Enter the message subject and body.
  5. (Optional) Do any of the following:
    • To attach a file to your message: Click Choose Files and browse to the file, or drag and drop the file to the section marked Choose Files or Drop Here.
    • To customize the message text with different styles (bold, italics, etc.), font, size, and formatting (bulleted list, numbered list, etc.): Choose any of the options from the toolbar.
    • To add Shortcut text: Click and select an email text Shortcut.
    • To receive a notification when the message is read: Check the box at the bottom of the compose screen. Uncheck the box if you don't want to receive a notification.
  6. Click Send to send the message now, or click Save Draft to save the message as a draft.
    Note: To access your draft messages, click at the top of any screen and click Drafts in the left navigation panel. Your message drafts appear to the right. Click one to open it. You can then finish composing the message and send or save as draft again.

Reply to Emails From the Stream

You can reply to an “applicable email" message you sent or received in the Stream. An “applicable email" means the following:

  • It was sent or cc'd to you via your connected Gmail or Office 365 account.
  • It was shared in the Stream.
  1. Hover your cursor over an applicable email message and click (Reply) or (Reply All).
  2. On the Compose screen, the From field defaults to your primary email address, or the email address associated with the email message in the Stream. The To field defaults to the sender's email address associated with the email in the Stream. If you or the recipient have multiple email addresses, you can select another address by hovering over the displayed name or address.
  3. Enter the message body text.
  4. (Optional) Do any of the following:
    • To attach a file to your message: Click Choose Files and browse to the file, or drag and drop the file to the section marked Choose Files or Drop Here.
    • To customize the message text with different styles (bold, italics, etc.), font, size, and formatting (bulleted list, numbered list, etc.): Choose any of the options from the toolbar.
    • To add Shortcut text: Click and select an email text Shortcut.
    • To receive a notification when the message is read: Check the box at the bottom of the compose screen. Uncheck the box if you don't want to receive a notification.
  5. Click Send to send the message now, or click Save Draft to save the message as a draft.
    Note: To access your draft messages, click at the top of any screen and click Drafts in the left navigation panel. Your message drafts appear to the right. Click one to open it. You can then finish composing the message and send or save as draft again.

Email All Contacts Associated with a List Object at Once

You can easily email multiple Contacts on a single relationship from the Stream.

  1. At the top of the Stream view, click X Contact(s).
  2. At the bottom of the screen, click Email All.
  3. Compose and send your email following the steps in Reply to Emails From the Stream, above.
  1. Click at the top of the screen, and then select Contacts.
  2. Check the boxes to the left of the Contacts you want to email.
  3. Click Email.
  4. Compose and send your email following the steps in Reply to Emails From the Stream, above.

Note: You can also email a single Contact from the Contact Gallery by clicking to the right of the Contact name and selecting Email.

Send a mass email

In the SalesforceIQ Communication Center, you can send a mass email to multiple recipients at once. Mass emails use templates containing merge tags to customize the email content.

Sending mass email is available to customers on the SalesforceIQ Growth and Business plans.

Note: You can send mass email to a maximum of 200 recipients per day. A message at the bottom of the send mail screen indicates how many recipients you have emailed via mass email in the last 24 hours.

Video: Send a Mass Email (Communication Center) (~3.5 min)

Steps for Sending a Mass Email

  1. Click at the top of any screen.
  2. In the left navigation panel, click Send Mass Email.
  3. Enter a name for the email. This name is used for reporting purposes.
  4. To select the email recipients, do one or both of the following. You can add recipients both from the Contact Gallery and from a List filter for the same mass email.
    • To search for recipients from the Contact Gallery: Click Search for recipients and enter the Contact name. Select the Contact when it appears. Repeat these steps for all Contacts you want to add.
    • To enter recipients based on a List filter: Click Select recipients from [List name] list. Then select which basic or saved filter you want to use to pull Contacts.
    Note:
    • The option to select recipients from a List appears for Contact-based Lists only.
    • If you select a Contact that is missing information from one of the merge tags, and you selected the option not to send the email if that merge tag was missing data, a message appears indicating that the message will not be sent to that Contact.
    • After the Contacts are entered, you can remove individual Contacts by clicking X to the right of the Contact name.
  5. Click Send.

Create and work with email templates

In the SalesforceIQ Communication Center, you can create and work with email templates. Merge tags in the templates make it easy to send a mass email to multiple recipients.

You can create a personal template for your personal use, or publish a template to make it available to everyone in your Organization.

Create an Email Template

  1. Click at the top of any SalesforceIQ screen.
  2. In the left navigation panel, click Templates.
  3. Click Create template.
  4. Enter a template name and subject. The name is used for reporting purposes. The subject appears as the email subject line when it is sent.
  5. Enter the message text. Use the toolbar at the bottom of the compose screen to format the message text.

    Note: You can't add images or attachments to templates.
  6. To enter a merge tag, do the following:
    • Click the location in the message subject or body where you want to insert the tag.
    • Click in the lower-right corner of the screen.
    • Click whether the tag applies to the message Recipients or Sender.
    • Click the tag type.
    • Select what to do if the tag value is blank for a given recipient: Do not send the email, or Insert a default value. For the second option, enter the default value you want to use. Note: For sender tags, only Sender Signature can have a blank tag value. The other sender tags always have data.
    • Click Insert.
  7. Click Save.

Work with an Email Template

  1. Click at the top of any SalesforceIQ screen.
  2. In the left navigation panel, click Templates.
  3. Click My Templates or Organization Templates to locate the template you want to edit.
  4. To the right of the template name, select the option you want:
    • To publish a personal template (available in My Templates only): Click Publish. Click Publish to confirm. If you publish a template, only you and admin users can edit it. Other users who want to modify an Organization template can make a copy and edit it as a personal template.
    • To send a mass email using the template: Click .
    • To copy the template to use as the base for another template: Click . Click Save to save the copy.
    • To edit the template: Click . After making your changes, click Save. You can edit an Organization template only if you created the template or are an admin user.
    • To delete the template: Click . Click Delete to confirm. You can delete an Organization template only if you created the template or are an admin user.

Create an email template with a first name field

When you create an email template to use for sending mass email in SalesforceIQ, the available merge tags include Recipient Full Name. To create a template with a First Name merge tag, follow the steps listed here.

  1. In your Contact-based List, add a First Name Contact property.
  2. Export the Contact-based List to a CSV file or Google Sheet.
  3. In the exported file, create a new column. We recommended naming it First Name.
  4. Enter each Contact's first name in the new column.
  5. Sort the new column in both your Contact-based List and your exported file from A-Z.
  6. Copy and paste the first names from your exported file into your Contact-based List.

The First Name merge tag now appears as an option when you create an email template.

Create and use email text Shortcuts

Shortcuts give you an easy way to insert text you commonly use into a message. For example, if your email messages frequently include wording that you will follow up with a prospect by phone, you can use a Shortcut to quickly enter that wording in any message.

A few default Shortcuts have been created for you, but you can also create your own.

This article explains how to manage Shortcuts in the SalesforceIQ Communication Center.

Create a Shortcut

  1. Click at the top of any screen.
  2. In the left navigation panel, click Shortcuts.
  3. Click Add a new shortcut in the upper-right corner.
  4. In the Content field, enter the text you want to appear when you enter the Shortcut.
    As you enter the text, the proposed Shortcut characters appear in the Shortcut field. After you save the Shortcut, you can edit these characters, as described below.
  5. Click Save.

Enter a Shortcut in a Message

To enter a Shortcut into a message, do one of the following:

  • Type the Shortcut characters, followed by the space bar.
  • Hover over at the bottom of the compose screen, and select the Shortcut from the list.

Edit or Delete a Shortcut

  1. Click at the top of any screen.
  2. In the left navigation panel, click Shortcuts.
  3. Do one of the following:
    • To edit the Shortcut—Click to the right of the Shortcut, edit the Shortcut content and/or characters, and then click Save.
    • To delete a Shortcut—Click to the right of the Shortcut, and then click Delete to confirm.

You can also edit or delete a Shortcut while composing a message by clicking at the bottom of the compose screen and then clicking Manage your shortcuts.

Create an email signature

You can create or edit a default email signature for all emails you send from SalesforceIQ, or enter a custom signature for a specific message you are sending.

Note: For any of the methods described below, you can customize your signature with formatting options such as bold, italics, various fonts, sizes, and more. The formatting options appear at the bottom of the signature screen.

Create or Edit a Default Email Signature for All Emails You Send

  1. Click at the top of any screen.
  2. In the left navigation panel, click Email Signature.
  3. Enter a default email signature for all emails you send from SalesforceIQ, or edit the existing default signature.
  4. Click Save Email Signature.

Create a Custom Signature for a Specific Email

  1. Click at the top of any screen.
  2. In the left navigation panel, click Compose Email.
  3. Edit the default signature that appears in the message entry form. Note: Any changes you make to the signature here apply to this message only, not to any other emails you send.
  4. Click Send or Save Draft.

Add an Image to Your Email Signature

You can link to an online image to use it in your email signature. The image must be from a publicly available URL. For example, to use your company logo, do a web search to find a public version of the logo, and then link to that URL.

  1. Click at the top of any screen.
  2. In the left navigation panel, click Email Signature.
  3. Click in the row of formatting options.
  4. Enter the public URL for the image and click Insert.
  5. Click Save Email Signature.

View email reports

The SalesforceIQ Communication Center includes two report sections: My Send Report and My Dashboard. Each lets you track the mass emails you send and the templates included in those emails in different ways.

View Your Send Report

My Send Report lists all the mass emails you've sent, with the following information:

  • The template used in the email
  • The send time
  • The number of recipients
  • The send status: pending, completed, or failed

For any entry, you can drill down to see details of the sent email for individual recipients:

  • The send status: waiting, sent, or failed
  • The sent time to that recipient
  • Whether the recipient has opened, replied to, or forwarded the email

To view your send reports:

  1. Click at the top of any screen.
  2. In the left navigation panel, click My Send Report.
  3. Each sent email is displayed with information about the send as a whole. To view email details at the level of individual recipients, click the email entry.

View Your Dashboard

The dashboard provides a summary view for each mass email you send, as well as total metrics for all your mass emails. For each mass email you send, the dashboard displays the following information:

  • The template used in the email
  • The number of recipients
  • The open rate: The number of unique times the email was open as a percentage of the number of times it was successfully sent.
  • The reply rate: The number of unique times the email was replied to as a percentage of the number of times it was successfully sent.
  • The viewing strength: A visual indiicator of how often your email was opened or forwarded across different browsers and devices..

The dashboard also contains total recipient numbers, average percentages, and visual strength for all mass emails you have sent.

To view your dashboard:

  1. Click at the top of any screen.
  2. In the left navigation panel, click My Dashboard.

Use an email alias

This article explains the support SalesforceIQ offers for customers who use an email alias.

Gmail

  • Registering for SalesforceIQ—You can use an email alias when you register for SalesforceIQ. However, when you connect your Gmail account during the sign-up process, you must pick a main Gmail account. The process displays main accounts only.
  • Incoming messages—You can receive messages sent to an email alias as long as the alias directs to the main connected Gmail account.
  • Outgoing messages—Currently, you can't send a message from an email alias in SalesforceIQ. This includes composing, replying to, or forwarding a message.
  • Stream—All messages and calendar events sent to an email alias appear in your Stream, as long as the alias directs to the main connected Gmail account.

Exchange and Office 365

SalesforceIQ doesn't support the use of email aliases with Exchange and Office 365 accounts at this time. This includes registering with SalesforceIQ, receiving messages, and sending messages.