I did some research and test but it seems that I cannot get incoming emails from the customers in AC.
Lets say I have persons in the deal channel than I can see that they have open the email but I can not see that they have answered and maybe already asked a question or agreed to buy.
Is this right that emails cannot be received with AC. If emails can be received how would this work?
Hi @samt1,
If you go to your settings, deals section, and add your email. You should get all replies to that email.
Perry
thanks for the answer and pardon for the basic questions. I have done this but where can I see the email?
Lets say I write an email to "test@test.com" and I answer the email under this account back I just can see that I have send the email but cannot get the answer.
What does it mean “you get all reply to that email”? Does it mean that the reply is not in Activecampaign but in my local email client? Should I copy and paste the local emails manually in AC, for example in note?
I had to change my CRM system just a short time ago due to lack of basic features, I hope there is a change to receive the answers in AC.
Where can I see the reply email? Is there a change to see it in AC?
Hi @samt1,
Of course, happy to help!
If you look at the image below it shows you where you can add an email account. That email account that you add will become the email address you receive any replies too.
So, if you send someone an email from the deals section; you will receive the reply email to the email address under “email accounts”.
Perry
thanks, not sure if my question can be understood or if I have asked it in a wrong way.
I have add/connected the accounts successfully to my SMTP server but I dont know where I can see the answer emails. (answer email means the email which was send as a reply to my email from the customer).
My question: If I send an email out and somebody answers, where can I see the answer? I am looking for something like an inbox or a place where I can find the answer.
Hi @samt1,
You would be looking in the inbox of the email you provided in the “Email Accounts” section.
Hope that helps,
Perry
Ok, thanks. I think I clearly understand now.
Emails can not be received by ActiveCampaigns, it is just possible to send out emails and to see that the person has open the email but the email has to be received into another CRM system or in a email account inbox of a local client (not a solution for us as we work with a team).
We have to see what system to connect with AC that can receive the emails and how to connect the information saved in AC in the customer file to the other system.
If the sales person writes an answer from the [quote=“pleon, post:6, topic:3422”]
inbox of the email you provided in the “Email Accounts”
[/quote] the sales person need to know the previous communication with the client.
Can you recommend a system to receive the emails send from AC?
Hi @samt1,
Sorry for the confusion. Your team will be able to see all communications within the contact. They just will not be notified that a response was sent unless their email is listed under “Email Accounts”. See the image below of what the communications would look like within the ActiveCampaign platform.
Hope that helps!
Perry
I think the misunderstanding is that this only works with deals.
I hope that soon it is also that all the email can be found by the customer. Just like how Nimble CRM works.
Hi @pleon
I’m slightly confused as well and am hoping to understand how this works. I’m pretty troubled by this since it shows a potential lack of features that, unless mitigated, will lead to a pretty massive disconnect in what communication actually happens vs what is shown in ActiveCampaign.
This will be a thorough reply/question so please bear with me as I reveal how much of a noob I am in AC.
From what I gathered, if a deal is not created for the contact, then responses won’t show in the contact’s Recent Activity, regardless or not of me adding my email account to the Deals. This is shown chronologically below:
I added my email to Deals on 10/17, which is shown here:
I sent and responded to the email from my non AC email account in gmail today, which is shown here:
This is the result in the contact’s Recent Activity:
Can you advise on the routes I can take to make sure all communication for the email I am using for AC ends up in AC?
As a new customer I’m mindful of 3 scenarios:
[1] importing previous and current customers, newsletter subscribers, and leads
[2] importing future leads that are automatically added as contacts to AC, e.g. form submissions on the website
[3] importing future leads that are NOT auto added as contacts to AC, e.g. when a lead calls in to the office
The solutions I am thinking for each scenario are below, but PLEASE let me know if there is a better way exist for doing any of the following:
[1] Assign a deal to all of these puppies
[2] Setup automations so that “add deal” always takes place for automations taking place directly after a contact is created/added
[3] This one I’m unsure about since I don’t see “contact created” in “add start trigger” or “add new action”
Thanks in advance for your help on this!
Kyle, thanks for your flow and explaining the issue.
we came to the conclusion that it is not possible to receive the customer emails into AC and that we have to “give over” the customer after his first response to another system to communicate with him and that AC is only good for winning customers.
We did a couple of test and spend time in this topic but till now we are not able to receive emails or to understand how this might lead to a communication or a flow. We can see that the customer has opened the email but not see his answer.
If there is a logic or flow behind it from the AC site it might be worth to explain it better how this should work. For example should be every contact in the deal (lets say you have to put all the 5000 persons on the lists in the deals?) or should the emails of a person who is not in a deal been left unanswered (you never answer them as they are not in a deal?).
PS: It is not a technical issue, we can connect emails and it is technically working, it is an issue of not understanding the logic or process given by AC.
thanks, the automation which should make this is not working but this might be due to the bad performance of the ac in general.
Hi @samt1,
Sorry to hear that the automation is not working. Have you reached out to support yet? they will be able to walk you through why you could be running into problems with the automation.
Cheers,
Perry
I have an open deal, and sent an email to my contact and when that contact opened the email it showed that it was open in my deal…
However it did not show a reply.
I had to go into my email provider to read the contacts response and to reply back to him.
I have already connected my email account successfully so I have no clue what is going on.
Hi @darkpostagency,
Sorry about that, @darkpostagency, this definitely sounds frustrating. I would recommend reaching out to Support and they can dig deeper into what might be at play here.
Perry
I have a very strange problem, create an automation for when the user answers an email, another email is sent, but it does not work
Hello there,
This is Andres from the Customer Experience team at ActiveCampaign, I would like to respond to this question in order to have the most updated information in case somebody has the same question.
We have a feature called “Reply tracking”, the feature logs all replies to your direct and automated campaigns, and then forwards those replies to your From email address.
We have 2 different articles on this:
The other option we have is with deals by sending 1:1 emails: Send a direct 1:1 email from a deal record
I hope this helps! 
