Inbound Emails

note

This video was recorded before "Productions" were renamed "Accounts". Where the video says production, the Dashboard now says account.

An inbound email is a message a customer sends you from your Propcart Pro webstore or from your store on the Propcart Marketplace. Each one goes to your sales email, and a copy is saved on your Dashboard so your team has a record of it.

Find them on the Inbound Emails page, under the Inbound tab.

Where inbound emails come from

There are five sources. The source is shown at the top of each email.

Source	Where the customer sends it from
Check Availability	The Check Availability button on an item. The message is about that one item.
Contact Us	The Contact Us page on your Propcart Pro webstore, or the contact button on your Propcart Marketplace store.
Custom Quote Request	The Custom Quote Request page on a Propcart Pro webstore.
Request Account Access	The Request Account Access button on the My Orders page of a Propcart Pro webstore.
Zero Search Results	The form that appears on a Propcart Pro webstore when a search finds nothing.

Check Availability

The customer is looking at an item and wants to know if it's available. If you want to book it for them, click New Order on the email. This starts a new order with the customer's email address filled in and their message and contact details copied into the order's notes.

Contact Us

A general message from your Contact Us page. If your Contact Us page sends messages to more than one department, the email goes to the address set for that section instead of your sales email.

Custom Quote Request

This is mainly for prop fabrication companies. The customer describes something they want made and can attach drawings, photos or other files.

This is not the same as a Quote Request, which is a set list a customer sends you for pricing.

Request Account Access

A customer who wants to see their orders on your webstore asks you for access to their account. For example, a buyer or coordinator might want to check which items are still outstanding, or look at condition photos. They tell you which account or show they work on.

To give them access:

1. Open the Account they named.
2. Find the customer in the account's Contacts. They must be a registered user.
3. Turn on Can view orders? for that contact.

You can then send them an "Access Granted" email from the contact's menu.

Zero Search Results

The customer searched your webstore for something and got no results, so they asked if you have it. You might have it in stock even though it isn't on your website yet.

Replying to an inbound email

Inbound emails on the Dashboard are read-only, and you can't reply from the Dashboard. Reply from your sales email in your usual email program, such as Gmail or Apple Mail, and carry on the conversation there. Replying to the email in your inbox goes straight to the customer.

The Reply button on the Dashboard is a shortcut: it opens a new email in your email program, addressed to the customer, with their message quoted.

note

The Dashboard copy doesn't include attachments. If a customer attached files, such as on a Custom Quote Request, find them on the email in your inbox.

Reading an inbound email

Click an email to open it. You'll see:

• the customer's name, email address and phone number
• the project they're working on, if they gave one
• when it was sent
• the subject and message

Links in the message are clickable.

You can also open an unresolved email from the Notifications bell at the top of any Dashboard page, so you don't have to go to the Inbound Emails page.

Assigning an email to a sales rep

Choose a person in Assigned to Sales Rep to make them responsible for the email. Sales reps can track their unresolved assigned emails on their Dashboard page. Clear the field to unassign it.

Resolving an email

The icon next to each email tells you whether anyone has dealt with it yet:

• A red bell means it is unresolved. It counts toward the number on the Notifications bell.
• A green check means it is resolved.

When you've replied to the customer, open the email and click Resolve. The email shows who resolved it and when. To reopen it, click Unresolve.

After you resolve an email, click Next to open the next one.

Finding an email

Use the filters at the top of the Inbound Emails page to narrow the list by:

• Source
• Resolved?: Not Resolved or Resolved
• Sales Rep
• From Email or From Name: start typing to find a sender

Inbound emails can't be deleted, and they don't appear in the Dashboard's search bar.