Centralizing customer communication is a core function of Synap. The tight integration with Gmail and Office 365 allows Synap to start organizing email communications between your team and your customers right away into easy-to-consume timelines. In addition to email threads, you can enter notes into the timelines of any organization, person, opportunity, account plan, or business review. Notes are meant to capture what you discussed with a customer, as well as any follow-ups or next steps.
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When you have a call or a meeting with a contact or have an internal conversation about a customer, you often jot down some notes about what you discussed and follow-ups or next steps. Those are important communications that can be added to any contact’s timeline to make it more complete using Notes.
How to add a note
- From any person, organization, opportunity, account plan, business plan, or the like, click on the Timeline tab.
- At the top of the timeline, you will see a box with the text “Add a note about…” Click/tap on that to enter a note about that thing.
- Click/tap Save.
Parts of a note
- Title - The title is like the headline for your note. Make it descriptive, but concise.
- Body - This is the meat of your note. It is often helpful to start with a summary and then include the finer details.
- Tags - Tags are for categorizing your notes. They can range from things like denoting whether this was a call or a face-to-face meeting to key milestone touch points that you have with your customers.
- Regarding - This will default to the organization (or opportunity, etc) from which you’re adding the note, but can be adjusted to include additional entities. In most cases, we recommend adding notes from organizations, rather than from people. If you add a note from an opportunity, account plan, or business review, the note will automatically also add the associated organization to the “Regarding” field.
- Attendees - For calls and meetings, this field should represent the internal and external people who were involved. This will cause the note to also show in the timeline(s) of all of the selected people. This can be left blank if desired.
- Date and Time - These fields will default to the current date and time when entering the note, but can be adjusted as needed.
Email is added to Synap automatically when one or more users opt to “share” a given contact. Email in Synap is threaded per conversation, very much as it is in Gmail. What this means is that messages regarding the same subject are grouped together, rather than showing individually. Each message in the thread is listed in chronological order from top to bottom, with the summary view of all but the last listed when the thread is clicked. The most recent email defaults to being expanded.
Actions specific from an email
Both entire threads and specific messages from an email thread can be used to launch a new note that will be pre-populated with information from the email that can be further edited. This option is called "Add to Note" from the actions menu of the email thread/message. The feature is particularly helpful when there is specific message in a thread that you want to note with your own commentary and wish to give it a specific date or tags or associate it with multiple other entities.
Email threads can be removed by any user who is a participant in the thread by clicking on the thread menu button (vertical ellipsis) and choosing “Remove from Synap.”
If a user is a participant in the thread, they will have the option to “Reply from Gmail/Microsoft” both via a button at the bottom of the thread or from the thread menu. Choosing this option will launch the user’s email program and will load up a response to the specific email from which the button was clicked.
If a user is not a participant of a thread, they will still have the option to “Email all recipients” included in that thread. This will launch the user’s email program and will load a new email with all of the participants listed in the “To” field.
Universal actions from timeline activities
There are a few actions you can take from both email threads and from notes.
Any user can comment on any note or email thread. Comments are great for things that you might have otherwise emailed to a teammate. For example, a teammate enters a note that includes a question or you noticed an email from a client to a teammate with a question that you have an answer for. Rather than emailing that teammate - where your message can get lost in their inbox and no one else can see it - you can now comment directly on that note or email thread in Synap. This keeps the knowledge centralized and in context with the source.
To add a comment scroll to the bottom of a note or email thread and click/tap “Add a comment.” Once you’ve entered your comment (including any @mentions - see below) hit Save.
@ Mentions (Notify Teammates)
One of the core values of Synap is that is allows you to collaboratively tend to your most important relationships. When you need your teammates’ help with something, the easiest way to get their attention on a particular customer issue is to “@ mention” them from a note or a comment. When you start typing in the at symbol and the name of another user, you will be able to choose them from a list of users, which will then trigger a notification to them upon saving your note or comment. All they have to do is open up their notification to go directly to the place where you’ve asked for their input and they can comment and @mention you right back.
Tags are used to categorize your activity. The types of tags can vary widely, but some examples are below:
- Tags for whether a note represents a “Call” or “Face-to-Face.”
- Tag to indicate that a thread or note is particularly “Important” to quickly filter a timeline to the most important items.
- Tags to represent major customer milestones or touch points, such as “Contract Received,” “Demo,” or “Go Live!”
- Tags that correspond to specific teams involved with the communication (e.g. Sales, Onboarding, Services).
- Tags that represent an email or note about a significant event, such as a “Key Person Change,” “Reference Call,” or “Testimonial.”
To tag a note or email thread, click the plus symbol and choose the desired tag from the Tags section. From an email thread, this menu also allows you to associate the thread with another entity, such as an opportunity.
Occasionally, there is a note or email thread that you want to point attention to from a variety of places. This could be from a custom field within Synap or in a chat application like Slack. For any of these situations, you can simply open up the activity menu (vertical ellipsis) and select “Copy Link.” Then just Ctrl/Command + V to paste it wherever you need to.