Add or change the contact on a thread, or mark it unread

Add the sender as a contact#

When an email in a thread comes from an address that is not a contact (for example, the customer's manager replied from Cc), Add to contacts appears next to the sender.

1. Click Add to contacts.
2. Last name and First name come from the sender's name; Department, Job title and Phone are read from the signature. Check them and fix anything wrong.
3. Click Add. If the thread has a customer, the person is added as that customer's contact.

Add people in To and CC as contacts#

Each address in To and CC of a thread email also shows who it is:

• Contacts: the address becomes a link that opens the contact.
• Colleagues: the address is labelled Colleague (or You). When the sender is a colleague, Colleague appears instead of Add to contacts.
• People outside your company who are not contacts: use the small + next to the address, enter the name and press Add. If a contact at the same domain belongs to a customer, the new contact joins the same customer.

Contacts are checked across the whole company, so a contact a colleague already added is not created twice.

Change the contact#

Move a conversation that was linked to the wrong contact.

1. Open the thread on the Mail screen and click ⋯ (More actions) → Change contact at the top right.
2. Search by name, email or company and click Link on the right contact.

The conversation moves to the new contact's history and the customer changes to that contact's customer. The email activity records move too. The linked deal stays as it is.

The thread owner (or someone with company-wide access) who can use customers and contacts can do this. Contacts marked "only visible to me" can be chosen only by people who can see them.

Mark as unread#

To come back to a thread later, click ⋯ → Mark as unread at the top right. You return to the list and the thread shows as unread. Available on threads you own that have an email from the customer.

See whether shared files were opened#

When an email you sent includes files as share links, their status appears under the email:

• Opened (n) times (last …): how often the customer opened it and when last
• Not opened yet
• Sharing stopped: the link has been turned off

Whether the email itself was opened is not tracked ("Attachments and share links").