2.10 Email Replies & Two-Way Sync

Purpose:

Capture email communication within Close Master to maintain a complete conversation history alongside other channels.

Mechanisms:

  1. Replies to Close Master Emails: When a contact replies to an email that was originally sent from Close Master (whether manually from Conversations, via a Workflow, or an Email Campaign), that reply email will automatically appear threaded within the correct Contact's history in the Conversations inbox. This works seamlessly by default with LC Email.
  2. Two-Way Email Sync (Optional - Per User): This allows individual users (e.g., agents) to connect their personal work email inbox (like Google Workspace/Gmail or Microsoft 365/Outlook) directly to their Close Master profile.
    • Setup: Each user navigates to Settings → My Profile → Integrations or Email Services section → Connects their Gmail or Outlook account, granting permissions.
    • Functionality: Once connected, emails sent or received in that external inbox (Gmail/Outlook) that match the email address of an existing Contact in Close Master will be automatically synced and displayed within that Contact's Conversations feed in Close Master. Conversely, emails sent from Close Master Conversations may also appear in the user's external sent folder.
    • Benefits: Allows agents to manage email communication from either their familiar external inbox or the unified Conversations view, with history captured in both places (for matching contacts).
    • Considerations: This syncs individual user inboxes, not a central agency mailbox. It's generally not suitable for sending bulk marketing emails (use Email Campaigns or Workflows for that). Users should be aware of potential privacy implications if personal emails might match contact records. Specific configuration (like Enable Reply Tracking) might need adjustment depending on setup details, usually turning it OFF when 2-Way Sync is active for LC Email.