Emailing Enquiry Details

This article explains how to send the details of an Enquiry in an email, directly from your Enquiry in Tractivity.

Video coming soon...

From the left-hand menu on the View Enquiry page, click Email Enquiry Details.

On the next page, complete the three-step process for creating your new email. This is the same process used for creating emails elsewhere on Tractivity, with some minor differences highlighted below.

Creating your Email

Step 1: Email Details

For this step, we will outline the basic details of the email.

• Email Subject is simply the email's subject line.
• From Name and From Address show recipients who the email has come from. You can add different email addresses from the System Admin menu (see: Tractivity Email Setup Guide). 
• Reply-To Email Address is the address that will receive any replies to your email. You can add different email addresses from the System Admin menu, as above.
• Classification can be set as either Direct, Subscription Preference, or Compliance Send. For more information on Classification, please read this article: Understanding Email Classifications.
• Priority marks the email as high or low priority to recipients, if necessary.
• Owner Teams indicates the Users or Teams in your Tractivity system with ownership over this email. This defaults to all Users.

Note: When emailing Enquiry Details, an Email Template cannot be chosen.

Include files alongside your email using the Attachments pane. You can attach documents from Tractivity's Library module, or upload files directly from your device: click Browse to open your file browser and select the file, or drag and drop it into the Attachments pane. You can include multiple attachments, but note that the total size of all attachments cannot exceed 5 MB.

Check the box next to "Close Enquiry and Complete all Activities?" if you want to set your Enquiry's Status to Closed after sending your email. This will also update the Activity Status of all Enquiry Activities to "Complete."

Step 2: Choose Recipients

When emailing Enquiry Details, you can add recipients either by entering their email address directly, or by selecting from the Contacts, Organisations, and Users in your Tractivity system (or Project). Exactly how you do this depends on the Classification you chose in Step 1.

For Direct Classification Emails

Click Add Recipient to open a search window. Enter the name of the stakeholder you want to add as a recipient, then check the box under the To, CC, or BCC field for that person. Click Add Selected once you have chosen your stakeholders.

Click Enter Email Address to open another prompt. Enter the email address you want to receive your email, select To, CC, or BCC, then click Add Recipient.

The recipients you've added will appear in the Review Recipients section, under the Manual Recipients tab. Here you can sort and filter your recipients, view how each will receive the email (To, CC, or BCC) under the Type column, and remove anyone from the list by clicking Delete on their row.

For Subscription Preference or Compliance Send Classification Emails

For these classifications, you can add recipients by entering their email address directly, selecting a Distribution List, or selecting from the Contacts, Organisations, and Users in your Tractivity system (or Project).

Click Add Recipient to open a search window. Enter the name of the stakeholder you want to add as a recipient, then check the box under the To field for that person. Click Add Selected once you have chosen your stakeholders.

Click Enter Email Address to open another prompt. Enter the email address you want to receive your email, then click Add Recipient.

You can also add recipients using a Distribution List. Click the Distribution List button and a new window will open, displaying all Distribution Lists in your Tractivity Project. Move the list from the left-hand window to the right-hand window, then click Add Selected. All stakeholders on the selected lists will be added as recipients of your email. (For more information on adding a Distribution List, please visit our Knowledge Base:  Help Articles | Knowledge Base)

Finally, you can add recipients using a CSV list. Click CSV Upload and a window will appear where you can upload a CSV list. A template is available for download from this window; your CSV list needs to include the following headers, with your stakeholders' details completed in each column:

• Title
• First Name
• Last Name
• Organisation
• Email Address

Click Upload once your list is ready. The recipients included on your list will be added as recipients.

The recipients you've added will appear in the Review Recipients section. Anyone added using their email address, or via the Add Recipient option, will appear under the Manual Recipients tab; Distribution List recipients will appear under the tab of the same name; and the CSV Recipients tab includes anyone added using a CSV list.

In each tab, you can sort and filter your recipients, and remove anyone from the list by clicking Delete on their row.

Once you've added your recipients, click Next, below the Review Recipients section.

Step 3: Build Email

The Email Builder will now load. This will be pre-populated with the details of your Enquiry. All of the following fields will be shown:

• Contact Name
• Contact Email
• Contact Telephone
• Enquiry ID
• Enquiry Title
• Enquiry Source
• Enquiry Sub Project
• Enquiry Status
• Enquiry Reason
• Enquiry Notes

You can now edit this email with additional content blocks. For guidance on using the tools and features in the Email Builder, please visit the Knowledge Base:  Help Articles | Knowledge Base.

Once you've finished, save and close the Email Builder. You'll then see a preview of your new email along with the following options:

• Edit Email – reopen the Email Builder to continue working on your email.
• Save as Template – save your new email as a template for future use.
• Save Email – complete the creation of your new email. This will take you to the View Email page.

Sending Your Email

Before you can send your email to stakeholders, you need to complete a test of the email. This confirms that the From address selected in Step 1 works correctly and gives you a chance to review the finished email in your own email program, such as Outlook.

Click Send Test from the left-hand menu, enter the email address you'd like to send the test to, then click Send Test.

Once the test has been sent, a new option will appear on the left-hand menu: Schedule Email. Use this to send your email to your recipients. Click Schedule Email and, in the prompt that appears, choose the date and time you'd like the email to be sent. When you're ready, click Set to schedule the email.

The email will be sent to all recipients at the scheduled time, and this page will update once it has been sent successfully.

Enquiry Activities

After sending your email, a new Activity will be created under your Enquiry. This can be found under the Activities tab back on the View Enquiry page. You can also find this under the Emails tab on the View Contact page.