Carbon Copy (CC) Representatives on RDA Emails

The CC Assigned Rep on Email feature allows users to easily include an assigned representative in the CC field of emails sent by the Revenue Digital Assistant after the initial exchange. By simply selecting a checkbox, you can ensure that the designated rep is automatically copied on outgoing emails from the Revenue Digital Assistant™.

Examples of when to CC Assigned Rep:

• Reduce Response Time:  By CC’ing your Reps you can facilitate immediate engagement by representatives, reducing the response time and ensuring no lead is left waiting. This is particularly useful during high-intensity campaigns or promotions where quick follow-up can significantly impact conversion rates.
• Better Handle Large Lead Volumes: Handling large lead volumes leaves inefficiencies in the follow up process. CC’ing the Rep early in the process helps ensure they are more in the loop on their current pipeline. 
• Eliminate Confusion: Introducing the Rep earlier in the process ensures the lead is aware of who their main contact is, eliminating any confusion as to who will be able to best assist them. 

User Permissions

The ability to select which Conversations and Exchanges the Rep is CC’d on is controlled by the permission to edit conversations. If a user has Edit permission to the Conversation Editor, they will have access to the CC: Assigned Rep check box. For more information on user permissions, refer to Activating Conversation Editor Permissions.

How to CC Assigned Rep

1. From the Dashboard, open the Conversation Editor. 
2. Select the Conversation you want to make the change for, select the Contact List > View Messaging. 
3. Select the exchange you want to CC the Rep on.
   • Note: You cannot CC a Rep on the first exchange. 
4. In the top right corner of the message editor, select the checkbox CC: Assigned Rep.
   
   • This action will apply to all attempts within the exchange. 
5. Click Save Changes.
6. Repeat these steps for each exchange you want the Assigned Rep to be CC’d on. 
7. Using Custom Messaging, you can add an introduction to the exchange as well, ensuring the lead understands why the Rep is CC’d.
8. Once CC’d on the RDA’s email all scheduled leads and new leads will have the Rep CC’d on that exchange.

Additional Details

In order for the Rep’s reply to log in Conversica, Reply All must be used when replying within the email thread Conversica started with the lead. When a Rep is CC’d and responds in the thread with the RDA and the lead, the messages will appear in the Lead Profile. 

NOTE: When the Rep responds in the thread it also alerts the RDA to end their current schedule of exchanges and instead Skip to the Follow Up message. 

Best Practices

• Train Reps on “Reply All”: Ensure Reps always use "Reply All" to keep the Assistant informed and properly log all conversations.
• Strategic CC Usage: Enable the CC feature only in exchanges where it adds significant value, avoiding unnecessary overuse.
• Customize Follow-Up Messaging: Tailor follow-up messages to reflect that the Rep has already engaged, focusing on next steps rather than redundant questions.
• Leverage Custom Messaging: Use personalized messaging to effectively introduce the Rep and create a smooth handoff, ensuring a seamless transition.
• Utilize New Metrics: Regularly track "Rep Replied" and "Rep Replies Received" metrics to optimize engagement strategies and improve communication outcomes.

FAQ

Q: If a rep does not use “Reply All” when replying to the lead, will the rep’s response not be logged in Conversica since the assistant’s email address is no longer being included? 

A: Correct. If the Rep does not use "Reply All" when responding to the lead, the Assistant's email address will not be included, and as a result, the Rep’s response will not be logged in Conversica. 

Q: Does including the Rep in the messaging (when they write their own response) mean that we should update/customize the Skip to Follow-up messaging?

A: Yes, if the Rep has already engaged with the lead within the email thread, the traditional Skip to Follow-up messaging may need to be adjusted. Since the system can now track whether the Rep has interacted with the lead, it might be redundant or unnecessary to ask if a connection has been made. Instead, the follow-up messaging could be tailored to focus on the next steps or further engagement strategies, reflecting the progress already made in the conversation. This adjustment would prevent redundant communications and help streamline the interaction process, ensuring that the messaging remains relevant and purposeful.

Q: What happens if a Rep replies and then a manager or another rep with access forwards from Assistant?

A: The Rep Reply will be displayed in the Lead Profile so that a Manager or other Rep will be aware of previous replies. When we receive a Rep Reply we will automatically Skip-to-Follow-up. If the Forward as Assistant feature is used, the lead will receive the Forwarded thread as normal. 

Q:  If the lead is reassigned can the new assigned rep see the thread from the previous rep?

A: No, the new rep will not receive the historical threading. Our message-sending strategy was designed to leverage the threading experience provided by Email Providers. Instead of presenting historical email attempts in raw text with every interaction with the lead, it relies on the Email Provider's threading experience. 

Q:  Is there a new alert for this feature?

A: We are not adding a new Alert for CC Rep on Email. You will continue to receive the same alerts you receive today when assigned to a lead.