The Workspace Inbox always shows Live Chat conversations. It can also bring email replies into the same Inbox, but email must first be configured for this purpose. If you have not configured email reply routing or integration, only Live Chat conversations will appear in Workspace and email replies will continue to arrive through your normal email service.
Use the Inbox for direct conversations with leads and clients. It is separate from Email Marketing, which is used for campaigns sent to a subscribed audience, and Gallery Sales Workflows, which send messages in response to activity in a particular gallery.
Open the Inbox
- Open Client Management.
- Select Inbox (Emails & Live Chat).
- Use the available tabs and filters to review Live Chat conversations and, when email has been configured, email replies.
Select a conversation to read its history and reply. Keeping the conversation together makes it easier to understand what has already been discussed.
Configure email replies to appear in Workspace
Email replies do not appear in the Workspace Inbox automatically. Review your email configuration in Settings and configure replies to use the Workspace Inbox if that is how you want to manage them.
Workspace can route replies to the email address you normally use, or into the Workspace Inbox using a Workspace-managed reply address. Choose the option that suits the way you work and send yourself a test message to confirm where the reply arrives.
An advanced option can route mail for a registered custom domain into Workspace. This involves changing the domain’s mail records and may replace the service currently receiving mail for that domain. Do not change these records unless you understand the effect on your existing email service or have help from your domain or email provider.
Reply to an enquiry from a form
When someone submits an enquiry form, open the enquiry and reply to the person rather than treating the form response as a mailing-list contact or a marketing campaign. Their answers give you the context for your response, while your reply begins the direct conversation.
If the enquiry represents possible work, keep the person as a Lead until the booking is confirmed. You can then connect the conversation with the appropriate contact, client or project as your workflow develops.
Keep the Inbox manageable
- Reply from the existing conversation where possible.
- Use filters to find unread or relevant messages.
- Check that you are responding to the intended person before sending.
- Keep client-specific discussion in the direct conversation rather than an Email Marketing campaign.
- Move the relationship into a project when the enquiry becomes confirmed work.
Inbox, System Emails and Email Marketing
Use the Inbox for Live Chat and configured person-to-person email replies. Use System Emails for standard operational messages Workspace sends when a defined action occurs. Use Email Marketing for campaigns sent to people who have agreed to receive marketing communication.
