In order to email directly in WelcomeHome and receive inbound emails, you will have to have your email integrated in your profile. Instructions on how to do this can be found in this support article: https://welcomehomesoftware.zendesk.com/hc/en-us/articles/360042910551-Setting-Up-Your-User-Profile
When a prospect or referrer replies to an email sent through WelcomeHome, it will show in a section in the Day Planner called Unread Emails. It will also automatically log as an inbound email activity.
You will have three options:
1. Mark as Read
Clicking this will cross off the email on your Day Planner and simultaneously mark the email as read in your inbox. *If you read the email in your inbox, it will not appear on your Day Planner*
On the Day Planner, the email threads will show oldest to newest. The oldest threads will show at the top of the list; with the most recent being at the bottom.
*Note- If an email thread goes 30 days without a new email response sent/received, it will start a new email thread when a response is sent/received.
2. View email
Clicking this will give you a preview of what the prospect / referrer response is. You can click 'reply' and send a response.
3. Reply
After clicking 'Reply,' the email screen will appear for you to reply directly from WelcomeHome.
*Clicking the three dots shown above will allow you to expand the full email thread*
Unread Emails / Email Threading will appear in the Prospect / Referrer Profiles
Within the prospect profile, a notification red bubble will appear on the Activities section showing you that there is a reply waiting for you. Please note, other users may not see this notification, as this notification is just letting you know someone replied to your email!
Referrer Email Response in the Wrong Community
Some referrers have profiles with the same email address within multiple communities. Especially your referrers from A Place for Mom and Caring.com. If a referrer responds to an email, the system might not know exactly which community profile to match it with. If you notice an email response should be for another community, you have the ability to transfer it.
In the bottom left corner of the email, there will be a button that says, 'move to a different community.' Then you will select which community to move it to.