Send Emails in ChurnZero

Staying on top of customer emails is crucial to your day-to-day. With ChurnZero, you can send and reply to emails directly from within the platform- no need to switch between tools. This helps you keep conversations moving without disrupting your workflow.

In this article, we’ll walk through the main places in ChurnZero where you can send or reply to emails, along with a quick overview of key email settings to know.

• Gmail and Outlook Settings
• Send from Profiles
  • Reply in-app
• Send from Command Center
• Send from Automations 

Gmail and Outlook Settings: 

While you can send email messages directly within the ChurnZero system, you can also send emails from ChurnZero through your own email outbox! This helps you keep your outgoing messages all in one place and opens up the chance to see and reply to ChurnZero emails, whether you're in the app or just checking your email. 

• NOTE: We don’t track or record bounced emails when messages are sent through your own outbox. Because these emails are sent directly from your mail server, we don’t receive delivery status updates.

To turn on this setting: 

1. Go to your user account's integration settings.
2. Under the Email Integration header, you'll see a toggle labeled "Use [Gmail/Outlook] for Sending." Switch the toggle to Yes.
3. You will need to sign into your Gmail or Outlook account to verify your settings. 

For more information on the Gmail and Outlook integrations: 

• Manage Your Integrations
• Configure the Gmail Integration
• Configure the Outlook 365 Integration

From Account/Contact Profiles: 

As soon as you land on the  profile, you can quickly and easily compose an email for the account or contact: 

1. Click the Quick Actions button.
2. Select Send Email.
3. Use the email modal to craft your message: 
    

• Recipients: Add your email recipients on the To line! One email will be sent to everyoe on the to line. You can add all contacts on an account, and/or all user accounts. If you want to include someone who isn't a contact in ChurnZero, you can type in their email address.
  • CC/BCC: The CC/BCC "to" lines are hidden until you click on the respective button. Click CC or BCC to include those lines, then include contacts/emails as you would on the main To line.
• Subject: Type in the subject line for your email.
• AI Editor: You can use the AI Editor to help streamline, expand on, or shift the tone of your text. (Please note: This feature is meant to help you alter selections of text, not write emails from scratch. You cannot select the AI Editor until you have written/inserted and selected a section of text.) Highlight the part of your email you want AI to look at, then click on the AI button and select from the following options: 
  
  • Rewrite: Have the AI rewrite the selected text. This can alter word choice and flow of the text, and can help you narrow in on the way you want the text to be written.
  • Change tone: Take your selected text from professional to friendly with a click! This alters word choice to help your text feel more friendly, more professional, etc. Your choices for tone alteration include friendly, professional, empathetic, helpful, and direct.
  • Change formatting: Shift the formatting of your selected text from paragraph format to a list (or from a bulleted list to a paragraph).
  • Expand: Ask AI to expand on the text, adding length to your selected information.
  • Simplify: Ask AI to streamline the text, helping reduce the length of your selected content.
• Formatting: The formatting bar contains all of your standard email formatting options, bullet points, link attachments, font size, etc.
  • More: For more options, click on the menu button. This opens a secondary options menu.  
    
    • Indent/Outdent: Create or remove an indent on a line of text.
    • Upload File: Attach a document to your message.
    • Insert Image: Insert an image into the message body. You can upload an image from your computer or use an image link.
    • Insert Video: Insert a video into the message body. You can insert the video using a link or embed it directly with the embed code.
    • Emoticons: Include a selection of emoticons in your message.
    • Insert a Button: Create a clickable linked button to direct your readers to blogs, purchases, etc.
    • StrikeThrough: Add a line through selected text to strike it out.
    • Insert Table: Use the table selector to create a table in the body of your email.
    • Insert Horizontal Line: Divide sections of your message using horizontal lines.
    • Clear Formatting: If you decide you don't like the formatting of your message, click the Clear Formatting button to revert to plain text.
    • Content Template: Select from your content templates.
      • NOTE: Content templates can still include merge fields even though individual merge fields are not available for one-off email sends. Contact templates can be used only when launching from a contact profile or contact-targeted play.
• Message Body: Type in the body of your email message. If you have your email signature set up for your account, it will appear here automatically.

As you make changes, we'll automatically save them. You can see the last time your draft was saved at the bottom left of the modal: 

You can minimize or leave the email modal as you go, and then come back to the draft later on.

Reply to Messages

Your account profile Timeline provides a clear overview of all past and upcoming interactions with your customer, along with any notes you've added to the account. Your History tab includes a log of messages received. You can reply to these messages without leaving the profile.

NOTE: You can only reply if your email address is on the message's recipient list (including CC & BCC recipients).

1. Find the message you want to reply to, then click on the actions menu.

2. Select Reply. 
   

3. The message thread opens in the email modal. You can reply to the message as you would reply to any other email. 
   

From the Command Center: 

The calendar panel on the left side of your screen gives you a quick view of your days and weeks. If you see a meeting you'd like to do some extra outreach for, you can send an email directly from the Command Center.

1. Click the actions menu on the meeting you want to act on.
2. Select Send Email.
   
3. Use the email modal to craft your message! When you start a new email from the Command Center, some fields (subject, recipients, etc) will be filled out for you. If you have an email signature saved in the system, it automatically appears in the modal. 
    

• Recipients: Add your email recipients on the To line! One email will be sent to everyoe on the to line. You can add all contacts on an account, and/or all user accounts. If you want to include someone who isn't a contact in ChurnZero, you can type in their email address.
  • CC/BCC: The CC/BCC "to" lines are hidden until you click on the respective button. Click CC or BCC to include those lines, then include contacts/emails as you would on the main To line.
• Subject: Type in the subject line for your email.
• AI Editor: You can use the AI Editor to help streamline, expand on, or shift the tone of your text. (Please note: This feature is meant to help you alter selections of text, not write emails from scratch. You cannot select the AI Editor until you have written/inserted and selected a section of text.) Highlight the part of your email you want AI to look at, then click on the AI button and select from the following options: 
  
  • Rewrite: Have the AI rewrite the selected text. This can alter word choice and flow of the text, and can help you narrow in on the way you want the text to be written.
  • Change tone: Take your selected text from professional to friendly with a click! This alters word choice to help your text feel more friendly, more professional, etc. Your choices for tone alteration include friendly, professional, empathetic, helpful, and direct.
  • Change formatting: Shift the formatting of your selected text from paragraph format to a list (or from a bulleted list to a paragraph).
  • Expand: Ask AI to expand on the text, adding length to your selected information.
  • Simplify: Ask AI to streamline the text, helping reduce the length of your selected content.
• Formatting: The formatting bar contains all of your standard email formatting options, bullet points, link attachments, font size, etc.
  • More: For more options, click on the menu button. This opens a secondary options menu.  
    
    • Indent/Outdent: Create or remove an indent on a line of text.
    • Upload File: Attach a document to your message.
    • Insert Image: Insert an image into the message body. You can upload an image from your computer or use an image link.
    • Insert Video: Insert a video into the message body. You can insert the video using a link or embed it directly with the embed code.
    • Emoticons: Include a selection of emoticons in your message.
    • Insert a Button: Create a clickable linked button to direct your readers to blogs, purchases, etc.
    • StrikeThrough: Add a line through selected text to strike it out.
    • Insert Table: Use the table selector to create a table in the body of your email.
    • Insert Horizontal Line: Divide sections of your message using horizontal lines.
    • Clear Formatting: If you decide you don't like the formatting of your message, click the Clear Formatting button to revert to plain text.
    • Content Template: Select from your content templates.
      • NOTE: Content templates can still include merge fields even though individual merge fields are not available for one-off email sends. Contact templates can be used only when launching from a contact profile or contact-targeted play.
• Message Body: Type in the body of your email message. If you have your email signature set up for your account, it will appear here automatically.

As you make changes, we'll automatically save them. You can see the last time your draft was saved at the bottom left of the modal: 

You can minimize or leave the email modal as you go, and then come back to the draft later on.

Automations:

You can use play steps to send automated emails both internally and to your customers (Play Step: Send Internal Email, Play Step: Send Email). You can also set up automatic follow-up emails that send when meetings are completed (Send Meeting Follow-Up Emails).