Contents
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Atlas Engage Email Feature Summary
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How to Setup Atlas Engage Email: Self Service
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How to Setup Atlas Engage Email Through My IT Department
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Other Frequently Asked Questions
Atlas Engage Email Feature Summary
What is this feature?
Convex has developed a new engagement feature that allows users to authenticate their email account to Atlas, giving them the ability to send, reply, or view a list of all email communications with saved Atlas contacts.
How does this accelerate revenue for Commercial Services businesses?
Managing email directly from Atlas enables organizations to more efficiently engage their prospects and work through their targets at scale.
What’s the advantage of sending emails through Atlas?
- Atlas will provide a “read receipt” which lets you know if the recipient of your email has opened that email.
- Users enhance their communications by referencing their historical communications and other information gathered during their discovery, research, or prospecting phases.
Who has access to this feature in Atlas?
Engage Email is part of our Engage Add-On package. This package (dialer with unlimited calls, e-mail integration, read receipts, & activity tracker) will be available at no cost for the duration of the early access period. Contact your Convex representative for more information.
Does this work for any email address?
Only Microsoft based email can be authenticated at this point in time. This includes:
- Microsoft Exchange Server 2003+
- Microsoft Exchange Online
- Microsoft Office 365
This does not include third party email systems that are connected through the Outlook application on your desktop or mobile device (e.g. Yahoo Mail). If your organization uses Google Workspace or Gmail, contact your CSM for more information.
How to Setup Atlas Engage Email: Self Service
How do I set up my email in Atlas?
Step 1: Users will have to authenticate their email address to Atlas. Go to Settings in Atlas to manage authentication. Settings > Email Integration.
Step 2: enter your email address (username) and Atlas will determine your email provider (Microsoft, Google, or other). Follow the steps as prompted in Atlas to grant access to your account.
This is the view of the email integration settings AFTER an account has been authenticated
Microsoft based email
Users will be prompted to log in to their Microsoft account. This is the final step to grant permission to Atlas to:
- Send emails
- Fetch and display new emails
- Update emails (mark an email as read).
Example views of what a user would see from Microsoft prompting them to login
Common Issues
- In some cases, Atlas cannot detect all the information needed to request access to the account. In this case, the user needs to select a specific email provider.
This is the view of the email integration settings if the user’s email provider can’t be identified
- You may need approval from your IT department. In this case, you will see a screen similar to this:
What should I tell my IT administrator to grant permission?
We recommend using the following text:
Atlas is essential to my job activities so that I can access key customer and prospect sales intelligence, conduct research and sales outreach, and input key sales information for my organization. Atlas is a SOC 2 data protections certified platform and our company has a legal agreement protecting any data shared with it. By connecting my email to Atlas, I will be able to perform better in my role.
Afterward, reach out to them and have them check their email inbox and spam email. It can help, if a senior member of your team escalates this request internally
How to Setup Atlas Engage Email Through My IT Department
Why is Atlas requesting IT approval to connect to my email?
This feature allows users to view and send emails from your account within Atlas. In order to do that, Atlas needs access to some permissions on your email account, like the ability to send, fetch, or update emails. Atlas also needs some basic primary information about the user (such as the email address). Depending on the setup for your company's Microsoft service, IT will need to grant permission so that users can connect to Atlas.
How do I get my IT admin to approve the request?
Your IT department has received a notification from Microsoft to accept the request (usually in their admin console or via email). Please reach out to them and have them check their email inbox and spam email.
It can help if a senior member of your team escalates this request internally to the IT admin or to the leader of your IT group.
What if the IT team is requesting more information or has questions?
We would be happy to facilitate a meeting with our engineering team to answer any questions, or we can answer questions through email as well. Please contact your support representative or reach out to support@convex.com.
Additional resources for my IT team
- Email Integration Guide for IT Managers
- Atlas uses a third party, industry leader in email and calendar solutions to assist us in providing this email service. You can learn more about this third party at https://www.nylas.com/
- White Paper from Nylas on security
Other Frequently Asked Questions
Email Authentication Permissions & Provider Capabilities
- What if I am not sure of my email provider?
The authentication process will identify the email provider. If you have an unsupported provider, you will receive a message indicating the authentication cannot be completed. Any issues with authenticating your email address, please contact your support representative.
- Will my email work, if I log in to different regions?
You may set up your email account in one of the organizations and it will be valid in all that you log into with the same username. Note that emails sent will only show activity in the organization where the action occurred. Replies to emails will be viewable wherever that contact exists.
- Will other email providers be supported in the future?
Yes, we will continue to update this feature with further support for other providers. Please contact your support representative if you have a specific request or feedback.
- Will my company allow me to use this feature?
Some organizations require approval from an IT administrator. Additionally, this feature can be enabled or disabled per your company’s request. Please contact our support team with any questions you may have regarding how this set of features works so that we can better assist you. Please see this help guide for IT Managers and this White Paper on security.
- Does Atlas provide a full email client now?
No, this feature is not a full email client and does not replace a user's current email system. This feature provides users the ability to:
- View email communication between the user and a contact
- Compose a new email to a contact
- Reply to an email from a contact
Convex will continue to add features and capabilities to this over time.
Email Data Storage & Visibility
- Are my email credentials stored in Atlas?
No, Atlas does not store your credentials and never will. Instead, we pass your credentials one time to establish a token that is used to connect to your email provider. This only needs to occur one time, unless you want to remove your email address and authenticate a different address.
- Does Convex store my emails?
No, Convex does not store any of your email on our servers. In Atlas, your data is always your own. Atlas works with a third party service to retrieve emails once and allow you to view them in Atlas. All data is encrypted during this process. Atlas does, however, store the header information for an email (recipients, date-time stamp, and subject) which allows Atlas to present you with the historical list of emails between you and your Atlas contact.
Atlas only displays emails that are between the user and the Atlas contact. An Atlas contact is one that has been saved in Atlas and includes an email address. All other email unrelated to Atlas contacts is ignored.
- Does Atlas show the entire lifespan of email communication with a contact?
After the initial authentication, Atlas will pull the last 90 days of email. If there is a request to retrieve older email communications, please contact your support representative. It is possible that we can retrieve a wider timeframe of communications, but this may be subject to fees.
- Will I still be able to view emails that I sent outside of Atlas?
Atlas will still track and display emails to your saved Atlas contacts, regardless of where they originate. As an example, an email sent from a mobile device to a contact will display in Atlas. Since the email account is authenticated with Atlas, all communication is synced.
Email Usage, Formatting, and Actions in Atlas
- Where can this feature be used in Atlas?
There are multiple locations where a user can engage contacts through email, including the contact details panel, the contacts page, or from within the properties detail panel in the contacts section.
In addition, users can view emails between themselves and a contact on the Contact Details Panel (CDP) which can be accessed by clicking on a contact name. A list of all emails between the contact and the user will be displayed, along with the ability to reply to those emails.
- Do emails from Atlas support CC/BCC actions?
Yes, CC and BCC fields are available when composing an email or replying to an emails. Email addresses do not need to be Atlas contacts in this scenario, but tracking activity only occurs for contacts that have been saved as an Atlas contact.
- Does Atlas support HTML based email?
Users will be able to view emails in HTML
- Does Atlas support email signatures?
Users can add a signature to their account that will optionally be added to new emails or email replies. Users can create the signature in Settings > Email Integration once they have authenticated their account, or they can copy and paste a signature into the settings page.
- How does a user add a signature to a new email or an email reply?
In the settings page, there are two options:
- Include in new emails
- Include in replies
Enabling these options will automatically add signatures in the compose window for a new email or an email reply. Optionally, the user can always edit the inserted signature in the compose window.
- Are there any security concerns by allowing users to paste content into the signature area?
The third party service that Convex uses to provide our email capabilities (Nylas.com) sanitizes all outgoing and incoming emails. In addition to that, Atlas is specifically sanitizing the email signature block to prevent anything Rich Text or innerHTML issues. For more specific information on how this is done, please contact your support representative.
- Can emails be sent to contacts that are not saved in Atlas?
Yes, emails can be sent to any contacts in Atlas. If the contacts are not saved, the action of sending an email will prompt the user to save the contact. We only track activity on contacts that are saved.
- As a user, can I only see emails between myself and an Atlas contact?
No, a user will have the ability to see any communication from users in their organization (who have authenticated their email address) and an Atlas contact.
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