How to Use Prokeep Email

User guide for Prokeep Email, encompassing Sending, Selecting an Audience, Replying to Threads, and more

Contents:

• Sending a new email
  • Accessing Outbound Email
  • Selecting an Audience
• Ongoing Email Threads
  • Identifying Members of a Thread
  • Replying to Email Threads
• Changing Members of an Email Thread
• Forwarding a Message as an Email

Sending a new email

Accessing Outbound Email

To start a new email thread, first click the compose icon on the side rail:

If Prokeep email is enabled for your location, you will see an email icon under your create new message experience, shown below. If this icon is not visible for you and you would like to enable Prokeep Shared Email for your location, please contact your customer support representative or Prokeep administrator.

Click here for instructions on how to set up new email channels.

Selecting an Audience

When composing a new email, you will see the below screen. Callouts have been added to explain the function of each icon. These will be explained in more detail below:

In the "To" field, you may type in the first contact name. You may either search for an existing Prokeep contact or input a new email address. 

Note that if you type in the name of a contact who does not yet have an email associated with their contact record in Prokeep, you can quickly assign them an email address by clicking the "Add Email" prompt next to their name.

To send your email to additional recipients, click "Add CC" to the top right of the "To" input bar. This will add a new CC input, and allow you to add up to an additional 10 recipients to the email thread.

Note: Prokeep email does not support outbound BCC functionality.

Composing an Email in Prokeep

Prokeep email has the following formatting options:

1. 1. Undo/Redo
2. Text formatting:
   1. 3 Heading sizes
   2. Quote text
   3. Bulleted/Numbered lists
3. Bold/Italics/Underline
4. Embedded links
5. Embedded images

Additionally, in order to provide more space to properly craft emails, click the expand button. To return the input box to its previous size, click the collapse button, shown in the GIF below:

Ongoing Email Threads

Identifying Members of a Thread

Once you send an outbound email from Prokeep, or claim an email from a customer, you'll see a new thread created in your open inbox. The same formatting options are available for ongoing threads as for new ones. The primary contact for the email thread is at the top of the window, while all CC'd parties are listed in grey boxes underneath. In the below example, Harvey Dent is the primary contact for this email, while Barbara Levy and Afred Pennyworth are CC'd.

Replying to Email Threads

Email threads are replied to in the same method as text threads, by first typing a reply and then clicking the "Send" button in the bottom righthand corner. 

Note: all replies to threads in Prokeep Shared Email are automatically "Reply All." To contact only a single member of a thread, create a new thread to that contact.

Changing Members of an Email Thread

It is not possible to edit the members of an ongoing thread; however, a new email thread can be created which contains a different audience. This thread can coexist with any existing threads if the members are not identical to those in any ongoing text thread, it will be treat as a different conversation thread.

Forwarding a Message as an Email

A unique feature of Prokeep is the ability to forward any given message, regardless of the channel you received it on, be it Web Chat, Text Message, Fax, or Email, can be forwarded as an email for reference. This is especially useful when sending a copy of a quote or an invoice to an outside party.

To do this, hover over an y message in Prokeep and click the "..." which appears to the right of the message, then click "Forward Message."

Once clicked, a side rail will open up, allowing you to select which of your Prokeep enabled email addresses you wish to send this email from, and who you would like to send this email to. You may email any saved contact in Prokeep or you may type in a new email address into this field.

You may also add additional CC'd recipients, edit the subject line and the content of the message, and you may elect to include any attachments that were included in this message.

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