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      2. Member Success

      CRM - Email Manager Internal FAQ

      General 

      • Lives in WorldVia PRO under Run tab.
      • Is part of the CRM (Customer Resource Manager).
      • Is available to all user permission roles, but users must link to a Google Workspace account.

       

      Common Questions 

      • Can I use the email function of the CRM if I don’t have a Gmail account?
        • Yes, the Email feature is built to integrate and sync with Gmail and Gmail-hosted custom domain email accounts. We may develop support or integrations for other email providers in the future, however, it is not currently on the development roadmap.
        • Google supports secure custom domain email addresses through Google Workspace. If you use a custom domain email address (for example, Hello@YourCustomDomain.com), you may already have a Google Workspace account. If you’re unsure if you have a Google account, follow these instructions.
        • If your custom domain email account is hosted by another email provider, you can transfer the hosting to Google Workspace and take advantage of the Email communications and syncing feature being developed into the CRM.
        • Outlook
        • Gmail
      • Can tasks be synced with Google Tasks?
        • The Beta release of the CRM does not include the ability to sync with other Google Workspace functions. This is not currently on the development roadmap. 
      • Can it be synced with Google Calendar?
        • The Beta release of the CRM does not include the ability to sync with other Google Workspace functions. This is not currently on the development roadmap. 
      • How to sync your Gmail account with the CRM
        • Go to the Emails page by clicking run in the left-side navigation in WorldVia PRO, then selecting Emails.
        • Click the button to sign in with Google. You will be taken to a new page to sign in to your Google account. Click continue.
        • Your Gmail account is now linked to WorldVia PRO. You will be able see the emails to or from your Gmail account that include any contact’s email address you have listed in your WorldVia PRO Contact list.
      • How to assign an email chain to a trip in the CRM
        • Assigning a trip to an email chain will link the email to the trip. You will be able to filer your emails by trip in the Emails page of the CRM, or view all emails linked to a trip from within the Trip section of the CRM.
        • Go to the Emails page by clicking run in the left-side navigation in WorldVia PRO, then selecting Emails.
        • You can assign an email chain to a trip when you create an email.
          • To send an email in the WorldVia PRO CRM, click + Add email in the top right corner of the Emails page.
          • This will open a pop-up.
          • Select the contact(s) you’d like to email from your existing list of contacts or create a new contact. You can add contacts in the to field or the cc field to copy them on the email.
          • Click in the Assign to a trip field, then select the trip the email chain is associated with.
          • Add your email subject and body text.
          • When you’re ready, click Send Email.
        • You can also assign existing email chains to a trip by clicking the checkbox on the left side of the email(s) you’d like to assign to a trip, then clicking the Assign a trip button that appears to the left of the + Add email button.
      • If I delete an email in the CRM, will it delete the email in my Gmail?
        • Yes, the CRM is synced to your Gmail account so all emails you delete in WorldVia PRO will also move to your trash folder inside your Gmail account.
      • Will my email signature automatically pull in from Gmail or Google Workspace?
        • Yes. You can manage your signature settings in Gmail.  
      • How do I submit suggestions or improvements for WorldVia Products?
        • We are continuously looking for ways we can improve our sites, tools, and user experience. If you have a suggestion on how we can improve, please fill out this form. Thank you in advance!
      • What is the CRM?
        • The WorldVia PRO CRM, or Customer Resource Manager, is a group of tools housed under the Run tab in the left side navigation. It includes a Contact manager, Company manager, Trip manager, Tasks, and notes.
      • Will there be a cost for the CRM?
        • No, the CRM is a business management tool included with your membership.
      • Will the CRM ever cost more?
        • Currently, the CRM is included in your membership fee. We have no plans of changing that at this time.
      • Who owns the client data in the CRM?
        • As the owner of your travel business, you own your client data.
      • How do you use the data from the CRM?
        • We use your data for analysis purposes, statistics, service improvement, in support of any potential corporate transactions, security, and more. Read our full Privacy Policy for more details.
      • What is the difference between the Notes page under a contact record and the main Notes page in the CRM?
        • You can view some pages while you are inside a contact record, including Company, Notes, Tasks, Trips, and Emails. These are connected to the main CRM Navigation tabs with the same names, but while you are inside a specific Contact record, you will only see companies, notes, tasks, and emails associated with that contact. If you add a new company, note, task or email while inside a Contact record, you will also be able to see it, and all other items, in the main navigation page.  

       

      Feature Details

      • General
        • Lives in WorldVia PRO under Run tab. 

        • Can view list of emails via Gmail Connection. 
        • Can hover over Emails tab in the Top Navigation to get an option to quickly add an Email. 
      • Sort, Filter + Search 
        • Can sort (Descending, Ascending) and search. 
      • View 
        • List Views 
          • Inbox view or Sent View. An icon will appear showing how many unread in inbox. 
          • Can see 21 emails per page. 
        • Email Chain View 
          • When there are multiple emails in an email chain (grouped by subject), the middle emails will be hidden and there will be a number on the left indicating how many emails are hidden. Users can click to expand. 
          • Can reply to an earlier email in the chain as well. 
          • This was designed to match Gmail.  
      • Email Actions 
        • Link Gmail Account 
          • Users can link their Gmail and it pulls in emails that match your contact list. The API will automatically pull any emails associated with an existing CRM contact's email address.  
            • Email signature is automatically pulled in from Gmail settings on both new and reply emails. 
            • We do not store any of the emails, it matches by ids.  
            • Files from emails are not pulling in for version 1.  
        • Delete Emails 
          • Deleting emails in the CRM will move them to the trash folder in Gmail, and vice versa. 
        • Sync Gmail  
          • A button to force manual sync.  
        • Send an Email 
          • Send email to (existing contact(s), add new contact), CC (existing contact(s), add new contact), Subject, Body, Add file (1 max). 
        • Email Response 
          • Can Reply, Reply All, Forward, and Delete emails. 
        • Assign email chain to a trip
          • Can select an existing email chain or email chains and assign it/them to a trip.
          • When writing a new email, the user can assign it to a trip.