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Communications: calls and emails

In the system, you can link communications to leads so you do not lose the work context:

  • calls;
  • emails.

The availability of sections and tabs depends on whether the corresponding telephony and email subsystems are connected.

Calls​

What you can do in a call card​

If a call is already linked to a lead, in the call card you can:

  • open the linked lead;
  • create a lead from the call.

When creating a lead from a call, the system typically:

  • transfers the caller number to the lead “Phone” field;
  • opens the lead card so you can fill in the remaining data.

If the lead already exists (for example, there was a prior contact with this number), link the call to the existing lead.

“Calls” tab in the “Leads” section​

The “Leads” section can include a “Calls” tab with the current user’s calls.

Typically available:

  • the “Ready” filter — calls that require processing;
  • main call details: time, parties, duration, result;
  • open the lead for a call (if found/linked);
  • call processing:
    • “Create” — create a lead from the call;
    • “Attach” — link the call to a found lead;
    • “Ignored” — mark the call as not requiring processing.
  1. Open the “Calls” tab.
  2. Keep the “Ready” filter enabled.
  3. For each row:
    • if the lead is found and correct — open it and continue;
    • if the lead is not found — click “Create” and fill the lead;
    • if a different lead is needed — use “Attach”;
    • if the call is not related to lead work — mark “Ignored”.

Emails​

Write an email from a lead​

In the lead card, the “Write an email” action is available if the “Email” field is filled.

Possible behavior:

  • if email templates are configured, the system suggests a template and generates subject and body;
  • if there are no templates, your default email client opens with a prepared message.

Recommendation: before sending, verify the address in the “Email” field.

“Email” tab in the “Leads” section​

The “Leads” section can include an “Email” tab with a list of messages to process.

Typically available:

  • the “Ready” filter — messages that require processing;
  • viewing subject, sender, date and message text;
  • creating or linking a lead:
    • “Create” — create a lead from the email;
    • “Attach” — attach the email to a found lead;
  • “Ignored” — mark the email as not requiring processing;
  • viewing the original message and attachments (if present).
  1. Open the “Email” tab.
  2. Keep the “Ready” filter enabled.
  3. For each email:
    • if it relates to an existing lead — open the lead and continue;
    • if there is no lead — create one from the email;
    • if it does not require processing — mark “Ignored”.

Emails in the lead card​

The lead card can show a list of linked emails. This helps you see the correspondence history in the lead context.

How to tell whether a communication requires processing​

Usually, the “Ready” filter is used:

  • “Ready” — the communication requires processing in the lead context (you need to create a lead, attach it to a lead, or explicitly mark that processing is not required).
  • “Ignored” — the communication is not related to sales or does not require actions on leads.

Recommendation: do not leave communications in the “Ready” filter without a decision. Even if you do not have time now, open the lead and record the next step in “Description”.

Practical tips​

If multiple leads match one phone number​

For repeat calls, the same phone number may match different leads. In that case:

  1. Open the communication.
  2. Review the partner and context.
  3. Attach it to the most relevant lead.

If an email came from a new contact​

Create a lead from the email and make sure to fill:

  • name (short: what the request is about);
  • email;
  • sales person;
  • description (what the customer needs and when to reply).