Two Way Email
Within Street you can manage and reply to client emails directly, without needing to jump between your inbox and Street. Client replies can be pulled into the activity stream in Street and you can click the 'reply to' button to respond within Street, with your reply logged in the activity stream as well.
While client replies will also still show in your email inbox as normal as well, it's important to note that emails sent from within Street will not appear in your e-mail client's 'sent' folder.
Enabling Two Way email
To get started you first need to enable two way email. Head to Settings (cog in the bar at the top right of your screen) > Company Settings > General. From here, toggle on the 'enable two way email' option.
Note - You will need to be a Company Admin to access the two way email setting.
How does Two Way email in Street work
Once enabled, when a client receives an email from Street (automated or manual), they simply need to click 'reply' as they normally would. At this point they will see an additional recipient in the 'to' field that will display as your network name. The email itself will show as "network_name@mail.street.co.uk".
Note - Clients do not need to click 'reply to all' for this to work. They just need to click 'reply'.
When a client replies, their reply, including the full email thread showing any previous emails, will appear in the activity stream of their person page in Street, as well as the relevant page it was sent from. Ie if email is sent from a property page, the reply will show in the property page activity stream as well. Their reply will still go into your branch / individual user email inbox as normal.
Note - If the email is over 6mb in total size it will not import correctly into Street via the two way email feature. This can often be caused by large files being attached so if you find a reply from a client isn't showing in Street, please check to see if there were any large attachments. The email will still go into your branch / individual user email inbox as normal.
Note - You won't see an in-app notification in Street when a client's email arrives, but in most cases you will receive an email notification to your company inbox — see 'Email notifications for client replies' below.
Replying to emails within Street
From the activity stream on any entity in Street, you can reply to any email by using the 'reply to' button.
On an email, click into the body of the email or click the chevron on the right hand side to expand the email.
Once expanded, scroll to the bottom of the email thread and you'll see the 'reply to' button. It's worth noting that you can reply to any email, even if you are viewing an email you sent.
From here you can write an email as normal by selecting the recipients and choosing templates etc.
Note - Currently attachments are not included in the two way email feature so if your client emails you with an attachment, that attachment will not show in Street.
Any replies you send via Street will show in the activity stream giving you full visibility of communication with your client.
Email notifications for client replies
When a client replies to your Street two way email address and nobody from your team is copied in, we'll forward that email to your company inbox so it can't be missed — even if the reply has already been matched into Street and appears in the activity stream.
The forwarded email includes the sender, the date and time it was received, the subject and the full message. Replying to it goes straight back to the client.
You won't receive this notification when a member of your team is already in the 'to' or 'cc' of the client's reply, as someone at your agency has already received it directly.
If the client's email had attachments, the forward says so but doesn't include them.
This email is sent to ensure you don't miss any emails sent from your clients.
Street is constantly being updated. This can mean that some of these articles become slightly out of date. If you spot something that looks a little bit different to your Street account, please let us know on the live chat so we can get it updated!