Email a Lead and See Replies

Email leads straight from their record in the CRM. Every message is logged on the lead, and when your school's Gmail or Outlook is connected, their replies show up there too.

Before you start

• The lead needs an email address.
• To send from your own inbox and see replies, connect Gmail or Outlook first.

Send an email

1. Open CRM > Inbound Leads and click the lead.
2. Click Email at the top of the lead.
3. Under Template, pick a saved template or Custom message.
4. Fill in or edit the Subject and message. Check Preview (shortcodes filled) to see the email with the lead's name and details filled in.
5. To attach a file, click the paperclip. You can attach a JPG, PNG, WEBP, or PDF up to 10 MB.
6. Click Send.

You'll see Email sent with the address it went from.

See replies

On the lead, open the Emails section. Each message expands to show the full text, with Reply and Forward. Replies from the lead are labeled Reply. Gmail messages also have Open in Gmail.

Replies load from your connected inbox each time you open the lead's emails. Without Gmail or Outlook connected, replies go to your reply-to address instead of the CRM.

Create a template

1. Open CRM > Templates and click Add template.
2. Enter a Template name, Subject, and Message.
3. Click the Lead and School shortcode chips to insert details like the lead's first name or your school phone.
4. Attach a file if every email should include it, such as a pricing sheet.
5. Click Save template.

To get a first draft, click Build with Arlo, then Generate, describe the email, and click Submit. Arlo fills in the subject and message for you to edit.

Tips

• Discovery flight leads have extra shortcodes for the flight date, time, party size, and payment status.
• After emailing, update the lead's status or set a follow-up date so it doesn't fall through the cracks. See Manage Your Pipeline.

Troubleshooting

• "No email on file." Edit the lead and add an email address.
• "Only admins can email leads." Ask an admin to send it.
• "Email not sent." Check the connection under Connected to on the Templates tab and reconnect if needed.
• No replies showing. Make sure Gmail or Outlook is connected. Only replies to emails sent from the CRM appear.