Touchpoints

communication, notes, and tickets all in one place the touchpoints menu collects all your client interactions in one place, allowing you to easily search for them by keywords, tags, and statuses via the search box additionally, the https //www custify com/kb/knowledgebase/approval flow when to use it/ module within touchpoints allows you to access the emails that are pending your approval communication view all your inbound and outbound client communication via the subsections of the communication menu inbox this view aggregates all incoming communication threads from gmail, outlook, and intercom any emails that matches the following rules will be displayed in this unified inbox from an email address associated with a people entity in custify to/cc a custify user custify tip the custify user needs to have their gmail/outlook account synced for the emails to be fetched and mapped in custify for intercom communication, keep in mind that a conversation is imported in custify based on the contacts it includes even the contacts that haven’t replied in the conversation will be included sent this view aggregates all outgoing communication threads sent from custify, gmail, outlook, and intercom any email that matches the following rules will be displayed in this unified outbox from a custify user to/cc an email address associated with a people entity in custify pending approval this view aggregates all the emails that are pending approval before being sent to one or more people here is how you can add emails to an approval flow step 1 start writing an email (in bulk, using playbooks, or individually from a https //www custify com/kb/knowledgebase/customer 360 dashboard/ ) step 2 select your preferred approval flow on error (default) in case a dynamic data syntax error is detected always all the emails never no emails step 3 access the pending approval menu to edit and send or permanently delete a pending email custify tip 1 there is no universal remedy when it comes to client communication while some email drip campaigns can be fully automated, others require your close attention custify tip 2 currently, there is no limitation for email flow approval any user, regardless of their role, can approve or delete the emails in the pending approval box use case use the approval flow to make sure that sensitive client information (such as revenue data or an account deletion notice) is sent to the right people use case use the approval flow to customize and add a personal touch to all the emails to your premium customers scheduled this view aggregates all outgoing communication that is scheduled to be sent from custify this is a temporary view where emails can stay for a couple of minutes or hours you can schedule emails by choosing the respect business hours option this option is available for all the emails sent from custify custify tip 1 business hours correspond to your custify instance timezone ask our cs team for more details custify tip 2 normally, one email is sent per second if you are sending many emails, or our servers are overloaded, there may be a delay, and queued emails will temporarily appear in the scheduled view keep in mind that the following email will not appear in the scheduled view emails that are scheduled in gmail / outlook emails that will be sent using a scheduled playbook notes this view aggregates all the notes added to custify or imported from external crms (hubspot, pipedrive, salesforce, close, zoho, zendesk sell, freshsales, and others) across all the accounts this unified view gives you the option to search for specific notes with keywords or to filter them by tags and creator you can also edit notes, delete notes, and add tags or comments tickets this view aggregates all the tickets imported via an api or from external ticketing systems (jira, zendesk support, wix, happyfox, freshdesk, helpscout and others) this unified view gives you the option to search for tickets with keywords or to filter tickets by priority, status, person they’re assigned to, and provider