Email functionality in Planhat is already incredibly powerful. It is also one of the most widely used and critical functions of Planhat, which warrants continued improvements. Moreover, email settings that are very powerful have long been scattered across multiple pages, making it difficult to navigate. This is something we wanted to improve.


New features

The 7-85 release does two main things: A) re-packages most of the existing settings into an email settings tab, and B) adds new functionality to make settings more dynamic.

A. New email tab in settings

Email settings will now be its own tab under Settings > Email (see picture below), centralizing what was previously scattered across multiple tabs. It is easy to navigate and manage. Only available to administrators.

B. New features

We’ve also tweaked or added a few new features - directly below you will find a high-level summary of the use case along with a link to a more detailed Help Center article. Many of the new features are related to email filtering, and improving email functionality when you have multiple end users associated with the same email address (e.g., support@planhat.com).

Tracking pixel / read-receipts

Track email recipient activity with “Tracking pixel”, e.g., “to see if the recipient has read”. This is actually not a new feature (so a few of you might have seen it), but worth pointing out as a very recent one.

Two notes to this: 1) the tracking pixel might be blocked out by the recipient’s software settings, so the data generated is not 100% accurate, and 2) there are currently no reports available on tracking pixels data.

Email participant filtering (link to deep-dive article)

  • Stop-list: exclude email conversations between specific pairs of users and end user addresses from being synced with Planhat. Use cases are the following: user don’t want emails between CEO and decision-maker to sync; PWC is both a customer and the accountant of Planhat, and sarah@pwc.com shares Planhat’s annual financial statements every year with erik@planhat.com. The stop-list excludes all email chains which includes at least one selected user and end user in the filter, even if other non-selected users or end users are participants (e.g., if CEO at UserCo and CEO at EnduserCo are stop-listed, then all email chains where both of them participate are excluded from Planhat synchronization).

  • White-list: inverse logic from above - means include specified internal-external pairs in otherwise black-listed domains (e.g., internal domain)

Filtering of irrelevant emails (link to deep-dive article)

Create custom filters for Planhat-synced emails, including some off-the-shelf templates (e.g., calendar invites, do-not-reply, out-of-office) and ability to “create from scratch” and build keyword-based filters in either the “body”, “sender”, or “subject”. Our hope is that this will help reduce conversational clutter.

Stop-listing of email threads (updated logic, not feature)

When a user deletes an email or a complete thread **in Planhat. In case of deleting an email, Planhat will now “stop-list” that email from future syncs. In case of deleting a thread, Planhat will now “stop-list” that entire thread from future syncs, including both historic and future emails. This happens automatically, and is not editable.

Matching of incoming emails with end user emails associated with multiple companies (link to deep-dive article)

In Planhat, each email object is always assigned to one (1) company. This presents assignment challenges when there are either a) end users from different companies in the same email thread, or b) there is one end user associated with multiple companies (e.g., Felicia at Coca Cola Norway and Coca Cola Sweden). Where does the email synced into Planhat exist? And will all customers want the same allocation logic? The solution is a new setting in Settings > Email > General settings > Email matching mode where users can themselves decide how “safe” or “risky” the automatic matching should be based on a new internal “relevance score”. The outcome is that assignment no longer appears arbitrary, but following a selected logic.

Prevent duplicates in send-outs (link to deep-dive article on playbooks)

A commonly reported issue in email automation generally is getting duplicate or multiple emails. There are multiple root causes generating different cases, and in this release we are targeting those resulting from same email address being associated with multiple end users (e.g., in the case of generic ones like support@planhat.com, or Felicia@cocacola.com as an end user at the two companies Coca Cola Sweden and Norway).

They can arise at different places in Planhat: e.g., when bulk emailing from Bubble Room or from a time-to-renewal filter, or when an automated end-user playbook is activated for the same email address multiple times (e.g., Niklas and Kaveh are both registered to “support@planhat.com” and triggered as end users in “upsell opportunity playbook” on subsequent days, sending duplicate emails to support@planhat.com).

The solution is therefore three-fold, depending on origination of duplicate send-out:

  • Playbooks now have “email”-based options to control parallel “end user”-based playbooks, located under the “An end user can be added” setting. Users can now control, on an email address level, how end users activate in playbooks, which solves the issue of some companies having multiple end users per email address (e.g., support@planhat.com) and thus getting duplicate emails generating a lot of noise. Please review the suggested Help Center article below for a more in-depth explanation of the functionality

  • In mail editor, same address multiple times generates a warning

  • When bulk selecting end users in Planhat for an email send-out, duplicates generates warnings

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