Sending email and tracking

Once your mailbox is connected, you can email contacts from Fifi, see who opened and replied, and keep on top of conversations waiting on you.

Who can do it: any member with a connected mailbox (Connecting your email). Owners and admins can turn open tracking on or off for the workspace.

Send an email

1. Open a contact or deal page.
2. Click Email.
3. Under To, tick the contacts to send to (up to 10).
4. Write a Subject and Message. It's plain text.
5. Click Send.

What you'll see: "Email sent." The email goes out through your own Gmail (or Outlook), so it's in your Sent folder and threads normally. It appears on the contact's timeline as Email sent.

To answer a conversation, open it (from the Inbox or a contact's email list) and click Reply.

Fifi won't email:

• teammates (send those from Gmail directly);
• contacts with no email address.

Emailing a contact marked Don't track email

You can email a contact marked Don't track email from Fifi. Their name says "Do not track: sent without tracking, and Fifi keeps no copy". When they're ticked, the dialog says "Sent without tracking. Fifi doesn't keep email with contacts marked do not track."

• The email has no open tracking, for everyone on it.
• Fifi doesn't keep a copy, and doesn't sync their replies either. It isn't on the timeline or in the Inbox, and the conversation's state doesn't change. Gmail (or Outlook) keeps it in your Sent folder as usual.
• The activity log records that you sent an email and to whom, but never what it said.

On a page with several contacts, contacts marked Don't track email start unticked, so you don't include them by accident.

You can send up to 20 emails a minute and 100 a day from Fifi (campaign test sends count too).

Open tracking

Emails sent from Fifi include a tiny invisible image. When the recipient's mail app loads it, Fifi marks the email:

• Opened: a real open.
• Opened (unconfirmed): some mail apps (Apple Mail Privacy Protection, Gmail's image proxy) load images automatically, so Fifi can't be sure a person read it.
• Not opened yet.

Emails you send from Gmail directly aren't tracked for opens, only for replies.

Turn open tracking off

Who can do it: owners and admins.

1. Go to Settings → Workspace.
2. Switch Open tracking off.

It stops tracking emails sent from now on. Emails already sent stop recording opens too. Contacts marked Don't track email are never tracked.

Conversation states

Every conversation with a contact has a state, set by its newest message:

A conversation Awaiting reply for more than 3 business days also gets a Follow up badge.

Close a conversation

Who can do it: the person whose mailbox the conversation is in.

1. Open the conversation.
2. Click Close thread.

It shows Closed, and the dashboard's Email card and the Needs reply and Awaiting reply filters leave it out. To undo it, click Reopen: the state comes back from the newest message.

New mail reopens it. When they write again, a closed conversation goes back to Replied (if your message was the last one before theirs) or Needs reply. Your own messages, and older mail Fifi syncs late, leave it closed.

The Inbox

Inbox in the menu lists your own mailbox's conversations with contacts in this workspace, 25 at a time (Show older for more).

Filter it with All, Needs reply, Awaiting reply, Opened, Replied or Follow up.

Open a conversation to see its messages (up to the newest 50), the linked contacts, companies and deals, and Reply, Follow-up task and Close thread buttons.

Formatted email and images

Emails with formatting (HTML) show as they were designed: fonts, colours, tables, links and pictures. They're shown in a protected box: nothing in the email can run code, fill in forms or reach the rest of Fifi. Links open in a new tab.

Pictures from the internet are hidden at first. Senders often hide a tiny tracking image in their emails to learn when you open them. Fifi doesn't load any picture from the internet until you click Show images on that message. Pictures built into the email itself show straight away.

The formatted box has a fixed height and scrolls; drag its bottom corner to make it taller. Plain-text emails show as text, as before.

Follow-up tasks

On a conversation with the Follow up badge, click Follow-up task. Fifi adds "Follow up: ‹subject›", due tomorrow, assigned to you, linked to the contact. Only the person whose mailbox it is sees the button.

Email on the dashboard and in search

• The dashboard's Email card shows Needs reply and Awaiting reply counts with the newest conversations. See Dashboard and daily digest.
• ⌘K finds conversations by a word of their subject (the start of the word: "renew" finds "Contract renewal").
• Contact and company pages list every conversation the workspace has synced, with its state.

Troubleshooting

Related guides

• Connecting your email
• Campaigns
• Tasks, reminders and follow-ups
• Activities and the timeline