Support

Suggested Replies

Don’t worry, Mailroom doesn’t have any aspirations to dominate the world with it’s artificial Intelligence… we hope. However it does do a pretty good job of helping you find past replies to similar emails.

How to use the Suggested Replies:

When you first click Reply you will notice the reply box is pre-filled. Use this email as a starting place or pick a better one from the Reply Picker. Click the button that says Suggested Replies in the upper right hand of the reply box. A popup will appear with a list of responses to choose from.

How to maintain the suggested replies:

Mailroom learns according to what you choose for the replies. The more times you use a reply the more likely Mailroom is to suggest it again in the future. When you first get started it is important to find and use your favored replies whenever applicable. You can edit up to 30% of the reply and Mailroom will still save the original.

Another thing you can do to be more efficient is editing your replies with new information through the Suggested Replies tab on the left side of your screen. From this screen you can view, edit and delete all the replies Mailroom could potentially suggest. Find the reply that you wish to edit, click the edit link and start editing. Click the Save link when you are finished. Next time Mailroom suggests that reply it will contain the updated information.

What Suggested Replies is doing behind the scenes:

When you send a response to a message Mailroom saves the text and remembers the associated email. When a future email comes in that looks similar Mailroom suggests the response that was used for the other email as well. If you use that response again Mailroom remembers that it guessed right and trains it’s intelligence further. If you edit more that 30% of the suggested response then Mailroom will save it as a new response.

Reassign

You can think of reassigning messages like forwarding them (with less hassle). When you find a message that could be better handled by another person simply reassign it. Steps:

1. Select message or messages that you would like to reassign
2. Click either the green reassignment arrow at the top of Mailroom or your name that is positioned right next to the tag edit button on the right side of the message information bar.
3. From the pop up menu, select the person you would like the message to go to. The message will now be assigned to that person.

Tagging

Instead of using folders Mailroom is equipped with a more efficient and fun to use tagging system. If someone writes in asking the price of widget A and you would like to find this message again in the future you can tag it with something like “Pricing.” You can also tag the message with something like “WidgetA” at the same time. Later when you are looking for messages asking for the pricing for widget A you can easily find them by selecting “Pricing” and “WidgetA” in the All Messages page.

It is also possible to do groupings and be even more specific with your tags. You can think of it like having subfolders or folders inside of folders. This way you can have several tags that relate to Sales and other tags that relate to Support and so on.

Steps:

1. Open message to be tagged
2. On right side of screen just below the search field, click the red Edit link after Tagged With
3. In the popup either select from the existing tags by clicking on them or type in a new tag in the field provided.

Hint – There are several different ways to tag messages. Here is a basic rundown:

• One word tags – Type in a single word ( Widget )
• Add multiple tags at once – Leave a single space between each word ( Widget Pricing Customer )
• Creating Groups – Type group name place colon then type tag ( Sales:Lead )

Notes

When you want to communicate something to a coworker about a message, try using notes! Notes appear in the message but only other people in Mailroom can see them. You also have the option to specifically assign the note to someone. When you assign the note to a person it will pop up in their Needs Attention page with the message attached. The other person will see the note with a purple outlining. They can choose to read the note and close it or reply back to you. This way you can ask a question or notify one of your team members with out having to reassign the message. Steps:

1. Open the message you would like to note.
2. Click the Add Note button on the top of the screen.
3. Write your note in the box that pops up.
4. From the drop down menu on the top left of the note box, choose to assign it to someone or Anyone. (Anyone will only add the note to the message without sending it to another person’s Needs Attention page).
5. Click Add Note

Feel free to add as many notes as you need. They will all appear in line with the message as the conversation continues.

Hotlist

Every once in a while an email comes through that could make or break you. For those emails we recommend that you Hotlist the message so it will go to the top of your email with a red flag.

Here’s how you Hotlist:

1. Select a message (or several messages).
2. Click the Hotlist icon on the top of Mailroom.

Now this message will appear at the top of your Needs Attention page until you reply to it. When a response is received it will again appear at the top of your Needs Attention list.

Closing

Closing a message is kind of like deleting it. When you are done with a conversation and you don’t think there will be any further communications, you can close the message and it will disappear from your Needs Attention page. Don’t worry though. You can always find it again by searching for it or looking through your All Messages page. Also, if the message is ever replied to from outside of Mailroom, it will reopen itself and come back to your Needs Attention page. Steps:

1. Select/highlight the message or messages.
2. Click the Close button (red circle with an X on it).
3. Observe your message(s) as they disappear.

Spam

SPAM is an ever bothersome issue, so we have taken steps to make Mailroom as Spam-free as possible. Our filter uses the latest bayesian (bey-zhun) spam filtering technology, which is monitored daily by the Sproutit team. Mailroom’s filter is global, meaning your account benefits from the information everyone feeds Mailroom. When you choose to SPAM or UnSPAM a message it is flagged for review by the team. Each evening all the flagged messages are reviewed and sent to the filter to retrain.

To Spam a message:

1. Select the message or messages to spam
2. Click the SPAM button (waste bin)

To review your SPAM box for messages improperly spammed:

1. Click the SPAM tab on left side of screen
2. Review messages
3. Select/Highlight message(s) needing to be returned to Needs Attention page
4. Click UNSPAM
5. The message will go to the account holder. You can find it there and assign it to the proper person.

Multiple select

Do you have several messages you need to do something with? Select them all at once with Multiple Select . To the left of each message in the Master Pane is a checkbox. Check the box of each message you wish to do something with. You can also hold down shift or control while you click to select several messages.

All Messages

Here you can find all of the messages sent to Mailroom, past and present. There are three ways to find messages on this page: using the search field, using the drop down menus, and using the tag filter. You can also use the drop down menus and the tags in conjunction.

The Drop Down Menus:

• The first from left to right allows you to filter the messages according to who it/they are assigned to.
• The second allows you to filter by status of the message. The different statuses are Needs Attention, Waiting for Reply, Closed, and Spam.

Needs Attention:* These are messages that can be found on the Needs Attention page.

Waiting for Reply: Messages that you elected to have Mailroom remind you of a follow up.

Closed: After an issue is completed the message can be put into the closed state. They will no longer be found on the Needs Attention page (unless someone outside of Mailroom responds to the message).

Spam: These are messages found in your spam filter.

You can use all or any combination of these drop down menus as well as the Tags filter. To use the Tags filter, click the red Edit link next to Show Tagged With on the right of the bar under the top tool bar.

Different Views

Depending on what you are doing you may like to see a larger message list or use the preview pane to quickly read your messages as you clear through your list. Try out which one works for you!

To toggle between the different views, click the toggle button on the upper right side just below the search field.

More About

More About is the section on the bottom left side of the screen that gives you some information about the person you are talking to. You can see how many times they have written in, any contact information you have, and if you have Basecamp integration, you can see the projects they are a part of.

Auto Assigning

When you first start using Mailroom, all of the incoming messages will be assigned to the account holder (unless you set up filters). As you start to reassign the messages Mailroom begins to learn who deals with each type of email. After a few hundred emails the auto assigning feature becomes fairly accurate at routing the emails to the appropriate person.

If you would rather the assigning process be left to real people then feel free to turn it off in the preferences.

Steps:

1. Click on the Preferences link on the upper right hand of the screen.
2. Click the Mailroom tab on the left side
3. If not already highlighted, click the General Settings tab on the top
4. Use the drop down menu next to Assign new conversation to select how you would like to have incoming messages routed.

Hint – Some companies choose to create a “dummy” account and have the messages routed to it. From there, the team chooses the emails to reassign to themselves.

Adding Users

The best way to get more people to help you support your customers is to simply invite them to Mailroom! When you are ready to expand your team, go to the Preferences and invite more people to your account.

1. Click on Preferences in the upper right corner of the screen
2. Click on Other Users on the right side
3. Click on Invite User on the upper right corner
4. Fill out information and click Send Invitation

Mailroom will create another user in your account and send an email asking them to come and share in the excitement of Mailroom.

You can also make other people administrators of Mailroom. After you have created their account, go back into their user settings and click the box, giving them admin privileges.

1. Click on Preferences in the upper right corner of the screen
2. Click on Other Users on the right side
3. Click on the person’s card you would like to give admin privileges
4. Under the Time Zone drop down list, check the box next to User and administer this account

This grants all privileges except for anything under the Account tab. This includes changing payment information, up or downgrading the account and changing the company and domain name.

Deleting Users

From time to time companies have turnover in their personnel. And, as such, that usr no longer needs access to your Mailroom account. No problem. Here’s how you can delete a user:

1. Click on Preferences in the upper right corner of the screen
2. Click on Other Users on the right side
3. Click on Delete This User in the lower right corner
4. Click on OK in the pop up prompt

All of their email will be reassigned to the account holder, unless you choose to reassign all of that user’s emails first.

POP

POP is a snap to hook up in Mailroom.

1. Open the preferences
2. Click on the Mailroom tab on the left
3. Click on the Email Addresses tab on the top
4. Click Add POP Email and fill in the information in the pop up
5. Click Save Changes

If verified, wait for 5 to 10 minutes and Mailroom will begin importing your email from your POP account.

Some things to think about when using POP:

• Do I want to import all of my email in the other account or just from now on?
• Do I want to delete the email from my other account when it is imported into Mailroom or keep it saved on the other server as well?
• Do I have other programs using POP that are deleting the email as it is being downloaded?

If you use Microsoft Outlook and/or Gmail there are a few more steps. There is a setting in Outlook that deletes all mail off your mail server. To turn this off, follow these steps:

1. On the Tools menu, click E-mail Accounts
2. Click View or change existing e-mail accounts, and then click Next
3. Select your ISP account, and then click Change
4. Click More Settings
5. Click the Advanced tab, and under Delivery, check the Leave a copy of messages on the server check box

If you are using Gmail, you need to turn on POP. Here are the steps:

1. Log in to your Gmail account
2. Click on the Settings link in the upper right hand corner
3. Click on the Forwarding and POP link
4. In the POP Download section select either Enable POP for all mail or Enable POP only for mail that arrives from now on
5. Click Save Changes

Forwarding

The fastest way to get mail into your Mailroom account is to have it forwarded from your existing account. The address to forward your mail to is your domain name @ sproutitmail.com. If your domain is company.sproutit.com then your Mailroom email address is company@sproutitmail.com. There may be an option in your other account to leave a copy of the messages on the server. Make sure you select to do so if you want a copy of your email in another place. Here are the instructions for Gmail forwarding:

1. Log in to your Gmail account
2. Click on the Settings link in the upper right hand corner
3. Click on the Forwarding and POP link
4. In the Forwarding section select Forward a copy of incoming mail to: and enter in your sproutitmail address
5. Click *Save Changes

Posting to Mailroom Directly From Your Form

If you have a contact form on your website you really need to try Mailroom’s form integration. Here is some great benefits to using direct posting:

1. Auto assign emails according to what people select.
2. Auto tag emails according to people’s selection
3. Fastest email delivery It only takes 5 to 10 min to implement into your existing web form. To try it out follow this link to the documentation:

http://www.sproutit.com/support/posting-directly-from-forms

Basecamp Integration

Do you have a Basecamp account? Would you like to know instantly which projects every person is involved with when they write in to you? Great, just turn on Basecamp integration in the Preferences and you can instantly see all of the projects someone is a part of in the More About area. Steps:

1. Click on Preferences in the upper right hand of the screen.
2. Click the Mailroom tab on the left side (if not already selected).
3. Click the Basecamp tab on the top.
4. Fill out the information (you must use your Basecamp’s admin account information)
5. Click Connect to Basecamp and wait for the verification.
6. If verified, you are all set and you will see links to the projects people are working with in the More About section

RSS

RSS or Real Simple Syndication is a great way to monitor what is going in Mailroom. It has the option to monitor everything that goes on in Mailroom or only certain pages. The RSS links can be found on the bottom of Mailroom in an orange box.

What is RSS?

Simply put, it is a way to keep updated on different web pages around the web without having to actually go to the site. It is a great way to save time and stay up-to-speed.

What Do I Need?

You’ll need a feed reader a.k.a. aggregator (much like an email client). You can use a web service or download one and use it much like you would use Microsoft Outlook. We recommend FeedDemon for Windows, and NetNewsWire for Mac.

How do I choose what to send to my reader?

Travel to your favorite sites like http://www.sproutit.com/bigact, http://forum.sproutit.com or your Mailroom account. On these sites there will be a link or a button somewhere visible that you can click to add the “feed” to your aggregator.

Printing

Mailroom doesn’t currently have a print function, however, if you would like to print emails, we recommend using Firefox on Windows computers. Firefox allows you to select specific text on the page to print.

Steps:

1. Open email and highlight text
2. Select Print from the File menu
3. Select Print Highlighted Area
4. Print

If you are using a Mac, the cleanest way to print your email is to copy the text to your word processor or text editor and print.