I have a 2 automations in place to send out emails to the assigned agent when the following happens:
When a stale or old lead views an email(older than 100 days)
When any lead views an email.
One strange behavior I noticed when this happens though is the “Activity” panel records the email that’s being sent to the agent as an email with the lead. It makes viewing the details of email activity cumbersome. The email isn’t being sent to the lead, it’s being triggered by the leads action and then sent to the agent assigned. Not sure why this shows up under the Email History.
In the screenshot above you’ll see what I’m referring to. I sent this client of mine a few listings to check out. He did and every time he looked at one it triggered the automation which is great! However, it shows each triggering as an email in the activity details panel.
In my opinion, these should show somewhere else. Maybe even add an automations tab to the Activity panel to filter those out. Something like this might already be in the works for a future release but either way, it’s just strange behavior.
Hi @MattFranklin! I agree with you, I think emails sent to agents by an automation shouldn’t be displaying here, specially if they’re adding up to the email count since that would affect the agent’s activity stats. I’ll bring this up to our team so that we can have a conversation about it and figure out the best way to handle these, maybe keeping them in the activity log panel instead of the contact history would be a good option.
Absolutely correct! Let’s get this squashed for next update please - only emails sent / received to the client should show here.
Great catch Matt Franklin, love this kind of feedback.
BTW, I “do” still think it should show in the activity timeline, as it is all activity related to the lead account (including internal comms). - thoughts?
It’s the first timeline. When clicking or tapping the number of emails summarized at the top center of the leads details.
@Morgan, Definitely think it should show in the activity timeline but not under the specific category. Just thinking out loud but maybe some thing like this…
Another thought could be that where I have automation it could just say “Other” and then all communication that isn’t a text, email, or call would land there.
