Email and Contact Sharing

As anyone who has ever been in a relationship-centric role knows, so much of the story of our external relationships happens in email. The challenge is that it takes a village to care for and nurture these relationships, which means the story gets fragmented because it's locked up in several people's mailboxes. With Synap, that's no longer the case. With shared email from across your team - and hopefully across your whole organization - everyone benefits from a more complete story of your collective relationships.

Of course, we understand that you may not want to share all of your email and contacts associated with those emails; though we think you'll find the more you and your colleagues do share, the more value you'll realize. This article will explain how you can control what you share.

Setup Instructions

The first thing to set up once you log into Synap for the first time is your contact and email sharing.

  1. If you are using Office 365 or Google Apps to authenticate into Synap, as you log in for the first time, the initial analysis of your email will begin and you will see an "Analyzing your Email" message. This initial analysis will look at a portion of your email in order to start creating a list of the contacts you're most likely to want to share with your team. This initial analysis will take about two minutes

    While the analysis is running, you can set up other integrations, such as with your Help Desk software, to start incorporating your customer communications from that channel, as well.

  2. When the initial analysis completes, you'll be presented with a "Ready" message on the main page and a "Configure Email" button. Click the Configure Email button to see a list of companies and individuals with whom you've corresponded recently, grouped by company. 

    The list defaults to being sorted alphabetically, but you can also toggle it to sort by those you've most recently been communicating with or you can click the Search link (NOT the main search box at the top of the page) to look for specific people or organizations. For more help deciding what to share, see the next section below.

  3. Make a quick scan of the list of companies and people that have been found in this initial analysis and choose a handful you'd like to share by toggling the Share button to the right of the contact to "Sharing." To see the people for any given company, click the arrow under the sharing button for the company.

    If enabled for your organization, you can choose to share email from all contacts at a company, by clicking the Share All button next to that company so that it reads "Sharing All." This will toggle all people associated with that organization on the page currently to "Sharing."
  4. This process will also determine which people and companies are created in your Synap account. If no one else in your Synap account has shared email for a contact, when you opt to share email for them, they will be created as a contact in Synap. If another user in your account has already shared their email for a contact, opting to share your email for that contact will simply add your email messages to the feed on the already existing contact.

    If enabled for your organization, you will notice that you also have the option to AutoShare. Toggling the Auto option for an organization will automatically share any new contacts with whom you email at that domain going forward. Toggling this on will NOT share any contacts at that domain with whom you have already emailed. To share them, either select Share All for the organization or Share next to specific individuals.

  5. Once you've made your initial sharing selections, you can use the main search bar to search for any of the people or organizations you have shared. Or use the main menu to navigate to the standard people or organization lists. 

    Note: The full analysis of your mailbox will continue, including all history in both your sent and received messages (except messages that have been marked with Gmail's Promotions or Social labels if you use Gmail). You will receive a notification when the full analysis has finished, which will shade your notification bell pink. At that point you will want to go back to your Email Sharing Configuration page to review the rest of the relationships that surfaced from this further analysis by clicking your profile badge, selecting Account Settings, and clicking the Edit button in the "Email Sharing" section. 


How do I decide what to share?

That initial list of contacts may look daunting, but keep your eyes on the prize - a more complete story of your organization's relationships! This means more opportunities to nurture each of those relationships and improved efficiency for you and your team. 

If you're still feeling like you could use some help deciding what to share, here are a few thoughts on what to share and not to share.

Share... Don't share...
Clients and prospects; try using the "Share All" option for these organizations. The only contacts with these organizations you may want to exclude might be general "info" or "support" email addresses. Contacts with whom you discuss personal things (e.g. your significant other or your mom). Though, truth be told, we would discourage you from using your work email to communicate with these contacts in the first place.
Vendors you work with to support your business. It can be helpful to be able to have a colleague jump in to help with these relationships Google addresses. Generally speaking, you probably don't want to share email correspondence with individuals' personal email accounts. 

Additional Information

How much email history will be brought into Synap?
All history will be imported. As noted above, it may take some time for the full email analysis to complete, but once it has completed, when you select the relationships you'd like to share, all of your email history with those relationships will be shared in Synap.

What if I missed someone or shared email for someone I should't have? Can I change which email I'm sharing later?
Yes. You can do this a couple of different ways. You can always return to the Email Sharing Configuration page by clicking on the "Profile" menu from the top navigation bar and then clicking on the "Email Sharing Settings" link. The contacts you've emailed with will be listed in alphabetical order here, where you can share or unshare as needed. Alternatively, you can use the search bar to find a contact (either company or person) and adjust your sharing settings directly from there. 

What happens if I initially share email for a person and then decide I don't want to share email for them?
Email messages that were included in the feed for that person from only your email account will be removed from the feed. If you are the only person who has shared this relationship, that person will also be removed from Synap. However, if the contact exists via multiple users or integrations (e.g. via help desk tickets), the contact will remain.

How do I share email for/create new contacts as I start corresponding with new people?
You may want to begin by searching for the contact in the search bar to see if they've already been shared via another user or another integration. Then, you would toggle your sharing preferences directly from their contact record. If the contact has not already been created otherwise, go back to your profile, located in the top navigation bar, to access the Email Sharing Configuration page. The list is grouped by company and ordered alphabetically. Find the new contact here and toggle them to "Sharing" to create the contact and share your correspondence. Additionally, you will receive  notifications in the Notifications Panel that will prompt you to "share" when you start corresponding with new contacts.  

What do I do if I generally want to share my email correspondence for a certain relationship, but there is an email here and there that I don't want in Synap?
You can remove messages manually. To do this, you would navigate to the thread you don't want shared, open the thread by clicking on it in the feed, click the menu icon in the top right, and click on the "Remove From Synap" option. Note that you will only see this option for messages that were shared from your email account. You cannot delete messages shared from others' email accounts.

Can I only remove an entire thread or can I remove a specific message from within a thread?
Due to the various ways different email clients handle threading, you cannot delete only one message in a thread. This is because, in many cases, the contents of that message will also be contained in other messages in that thread, so you must delete the entire thread to avoid the contents being shared.

Does Synap store a list of contacts that aren’t shared with other users?
Synap stores a list of contacts from your linked email account (e.g. Google Apps or Office 365) so that we can present you with a list of contacts to share. No other Synap users from your team can view your unshared contacts. However, you should keep in mind that your email system’s administrator or compliance team may have access to your contact list outside of Synap.

Let's explore some sharing scenarios

What if I decide not to share email for Joe (an external contact), but one or more of my colleagues have decided to share email for him and Joe sends an email to me and those other colleagues at my organization. Will that message be shared in Synap?

Yes. Since my colleagues have shared this email, it will be shared and I will be included as a participant in the email.

Suppose I have shared John (an external contact), but I have not shared Susie (another external contact). Would I see a message that was  from Susie and to John and myself?

No. I would only see messages that were sent  by John to me and messages that were sent by me and to John, but I wouldn't necessarily see every message that we were both involved with.

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