Outcome
You can keep one person record complete, choose the right outreach action, and record only activity that truly occurred.
Navigation path
CRM > Contacts > People > Select a contact
Access
Active CREBuilder subscription with CRM entitlement
On this page
Before you start
Data, sources, and access to prepare
- A permitted canonical contact
- Current property and relationship context before outreach
Review the whole relationship before acting
| Area | What to verify |
|---|---|
| Identity and company | Email, name, title, phone, multiple relationship types, manual temperature, linked company, and owner |
| Engagement summary | Views, downloads, NDA signatures, inquiries, and recorded emails |
| Updates | Formatted notes, calls, meetings, tours, attachments, replies, mentions, and edited indicators. Activity contains immutable captured events. |
| Conversations started in CREBuilder Mail, incoming replies, sender verification, unread markers, and durable sending status. | |
| Requirements and fit | Active purchase or lease needs and the reasons a property matches |
| Current lease | Premises, economics, expiry, notice window, and renewal task state |
| Deals & properties and Tasks | Separate seller opportunities for each property, linked listing progress, due dates, assignment, editing, and completion |
Counts are context, not a conclusion
An engagement count can help prioritize a review, but it does not prove intent, authority, consent, or delivery.
Update identity, tags, and activity
- 1
Review ownership and identity
Contact workspace > header and details
Confirm the person, company, owner, email, relationships, and temperature before editing.
Expected result: You are working on the correct canonical person and have mutation permission.
If this does not happen: If editing is disabled, ask the owner or an authorized company-wide user. Do not create a replacement record.
- 2
Add useful tags
Contact workspace > Tags
Add only stable labels the team can apply consistently.
Expected result: The tags appear on the contact and can be used on the People list.
If this does not happen: If a tag was added incorrectly, remove it rather than adding an opposite tag.
- 3
Save contact details
Contact workspace > Edit contact
Select Save changes after completing the labeled contact fields.
Expected result: The server confirms the change before the form closes. Refreshing retains it.
If this does not happen: Cancel discards edits. A duplicate email conflict links to the existing contact only when you can access it; no merge occurs.
- 4
Choose the activity type
Contact workspace > Updates
Select Write an update, Log call, Log meeting, or Log tour.
Expected result: The matching activity form opens.
If this does not happen: Cancel if the selected type does not match the interaction.
- 5
Enter activity context
Updates composer
Write the complete activity context in the rich-text composer.
Expected result: The composer holds the complete content and up to ten attachments, each no larger than 25 MB.
If this does not happen: A teammate must already have access. A mention never grants access. Failed saves retain the draft.
- 6
Attach supporting files
Updates composer > Attach files
Select up to ten supporting files using Attach files.
Expected result: Images, PDFs, Office documents, CSV, and text can be attached. Each file must be 25 MB or smaller.
If this does not happen: Remove a staged file with its remove control before posting if you chose the wrong file.
- 7
Mention a teammate
Updates composer > Mention teammate
Choose an available teammate from Mention teammate.
Expected result: The selected teammate is included on the update and receives an in-app notification after posting.
If this does not happen: Only active teammates who already have access are offered.
- 8
Save the activity
Updates composer > Post update
Select Post update.
Expected result: The dated update appears with its author, full content, attachments, and reply action.
If this does not happen: If saving fails, retry the retained draft. Edits and replies do not repeat follow-up automations.
- 9
Collaborate on an update
Update card > Reply or action controls
Select Reply on the update you want to discuss.
Expected result: Authors and company managers can edit or delete discussion content. Deleting a post with replies leaves a placeholder and retains history.
If this does not happen: Captured downloads, signatures, and delivery evidence cannot be changed through discussion controls.
- 10
Write a reply
Update card > Reply composer
Write your reply in the expanded composer.
Expected result: Replies support formatting, files, and teammate mentions.
If this does not happen: Replies have one level and remain attached to their original update.
- 11
Post a reply
Reply composer > Reply
Select Reply to save the response.
Expected result: Mentioned teammates and existing discussion participants receive in-app notifications, excluding the author of the new reply.
If this does not happen: Saving a reply does not replay a broker follow-up automation.
- 12
Edit discussion content
Your update or reply > Edit update
Select Edit update on content you authored.
Expected result: A company manager can also moderate content. Save changes confirms the edited content and retains revision history.
If this does not happen: A conflicting edit requires refreshing before another save.
- 13
Delete discussion content
Your update or reply > Delete update
Select Delete update on the discussion content to remove.
Expected result: The confirmation explains what will be removed. A post with replies retains a placeholder.
If this does not happen: Downloads, signatures, and delivery evidence remain immutable.
- 14
Find discussions and notifications
Updates filters, Files tab, or CRM notification bell
Enter a phrase in Search updates.
Expected result: Files and notifications open the exact discussion. The bell supports read and unread status and refreshes while CRM is visible.
If this does not happen: Only permitted records and active teammate mentions are available. This release sends in-app discussion notifications.
- 15
Open a discussion notification
CRM notification bell
Select the relevant mention or reply notification.
Expected result: The exact discussion opens. Read and unread controls are available in the bell.
If this does not happen: A notification never grants access to its underlying record.
- 16
Create a next task
Contact workspace > Tasks
Add a clear action and due time for this person.
Expected result: The task appears on the contact and in the appropriate Tasks group.
If this does not happen: If no due time is known, use No due date deliberately and review that group later.
Keep email conversations with the contact
Open Email to see conversations started from this record and replies to them. CREBuilder Mail uses your existing sending setup, approval rules, suppression checks, and limits. The workspace does not import your personal inbox. If conversations are not enabled yet, use the email-app option shown in this tab.
- 1
Open a new email
Contact workspace > Email > New email
Select New email.
Expected result: The composer opens for this contact.
If this does not happen: If the control is unavailable, complete Mail setup or use the email-app option shown in the workspace.
- 2
Check the recipient
New email > To
Verify the displayed recipient address.
Expected result: The destination matches the person you intend to reach.
If this does not happen: Close and edit the contact if the address is wrong.
- 3
Enter the subject
New email > Subject
Enter a subject of no more than 200 characters.
Expected result: The subject appears in the composer.
If this does not happen: Shorten the subject if validation refuses it.
- 4
Write the message
New email > Email message
Enter the message content.
Expected result: The formatting toolbar supports paragraphs, lists, emphasis, and links.
If this does not happen: Remove unsupported content if validation refuses the message.
- 5
Submit once
New email > Send email
Select Send email once.
Expected result: The server records the send identity and returns its current outcome.
If this does not happen: Keep the composer open after an interrupted request.
- 6
Check the outcome
Email conversation > message status
Read the message status.
Expected result: Saved, held, sending, accepted, and unresolved outcomes remain distinguishable.
If this does not happen: Wait for pending or unresolved outcomes instead of creating another copy.
- 7
Recover an interrupted request
New email > Retry same send
Select Retry same send.
Expected result: The existing send identity is recovered without creating another message.
If this does not happen: Close the composer to inspect conversation history if the connection remains unavailable.
- 8
Resume an unsubmitted message
Email conversation > Submit saved message
Select Submit saved message after Mail setup is complete.
Expected result: The same saved message proceeds through the current Mail gates.
If this does not happen: A saved message has not been submitted; a pending message must wait for its own outcome.
- 9
Reply to received mail
Email conversation > received message > Reply
Select Reply.
Expected result: The composer retains the historical recipient and conversation context.
If this does not happen: Start a new email to reach a changed contact address.
- 10
Verify an unfamiliar sender
Email conversation > Verify sender
Verify the sender identity.
Expected result: You can decide whether this reply belongs in contact history.
If this does not happen: Leave the reply unaccepted when you cannot verify its source.
- 11
Accept a verified reply
Email conversation > Accept reply
Select Accept reply when you have verified its source.
Expected result: The reply enters contact activity once.
If this does not happen: Only people with contact edit permission can accept a reply.
- 12
Block an unwanted reply
Email conversation > Block reply
Select Block reply when the reply should remain excluded.
Expected result: The message remains identified as blocked.
If this does not happen: Failed attachment scans cannot be accepted from this control.
- 13
Search correspondence
Email > Search email conversations
Enter a word or phrase from the subject or message.
Expected result: Matching conversations appear.
If this does not happen: Clear the search to restore the complete permitted list.
- 14
Read older messages
Email conversation > Load earlier messages
Select Load earlier messages.
Expected result: The next page of earlier messages appears.
If this does not happen: This control appears only when more history is available.
- 15
Mark a conversation read
Email conversation > Mark read
Select Mark read.
Expected result: Your read marker covers the displayed history.
If this does not happen: A reply arriving afterward remains unread.
- 16
Keep a conversation unread
Email conversation > Mark unread
Select Mark unread.
Expected result: Your personal unread indicator returns.
If this does not happen: This does not change another teammate’s read marker.
- 17
Open the original reply
Email conversation > Download original with attachments
Select Download original with attachments.
Expected result: The complete received email downloads as an .eml file with its attachments.
If this does not happen: Open the downloaded file in an email application. Blocked messages cannot be downloaded here.
Accepted is a transport result
Accepted for sending means the mail provider accepted the message. It does not guarantee inbox delivery. Mail approval, failed sends, and unresolved delivery outcomes remain visible in the conversation.
Choose Email, Send properties, or Send NDA
Choose the outreach path
Each action has a different delivery boundary and recordkeeping requirement.
Outreach need
One-to-one Email
CREBuilder Mail or your email app
Send properties
Opens Email Blast composer
Send NDA
Immediate hosted invitation
Verified timeline outcome
- Outreach needOne-to-one Emailpersonal message
- Outreach needSend propertieslisting campaign
- Outreach needSend NDAprotected access
- One-to-one EmailVerified timeline outcomeAccepted send or external confirmation
- Send propertiesVerified timeline outcometerminal hosted acceptance
- Send NDAVerified timeline outcometerminal hosted acceptance
- 1
Prepare an external message
Contact workspace > Email > Use your email app
Choose a team script or write the message.
Expected result: The Email modal contains the intended content for this person.
If this does not happen: Correct unresolved merge tokens before opening another mail client.
- 2
Open the external draft
Contact Email modal > delivery action
Open Outlook Web, an approved external mail app, or copy the draft.
Expected result: The external draft contains the intended person and personalized content.
If this does not happen: If the provider did not open, copy the content and address manually. Do not mark it sent yet.
- 3
Send in the mail client
Approved external mail client
Send the verified message.
Expected result: The mail client reports its send outcome.
If this does not happen: Do not continue to Mark as sent if delivery did not occur.
- 4
Return to the Email modal
CRM > Contact workspace > Email > Use your email app
Open the same contact’s Email modal.
Expected result: The recordkeeping control is available for the verified send.
If this does not happen: Compare the recipient before recording the activity.
- 5
Confirm the external send
Contact Email modal > Mark as sent
Select Mark as sent.
Expected result: An email-sent activity appears on the timeline.
If this does not happen: If you did not send, close without marking. Opening or copying is not delivery evidence.
- 6
Choose properties to send
Contact workspace > Send properties
Select matched properties or other completed documents.
Expected result: The selected property set is ready for the composer.
If this does not happen: Remove an unintended or outdated document before continuing.
- 7
Open the property composer
Send properties > Continue
Select Continue.
Expected result: The Email Blast composer opens with this contact prefilled for review.
If this does not happen: Nothing has been sent yet. If HTML download mode is active, switch to hosted Mail or understand that the prefilled person will not receive mail automatically.
- 8
Choose an NDA listing
Contact workspace > Send NDA
Select an eligible NDA-gated listing.
Expected result: The modal shows automatic versus approval access for that listing.
If this does not happen: If no listing is eligible, verify publication and access settings.
- 9
Review NDA access
Send NDA modal
Read the displayed automatic or approval access behavior.
Expected result: The invitation’s access path is understood before submission.
If this does not happen: Cancel if the selected access mode is not intended.
- 10
Submit the NDA invitation
Send NDA modal > Confirm
Select Confirm once.
Expected result: A hosted invitation is submitted or clearly held for review, with an outcome shown.
If this does not happen: If Mail setup, address, property eligibility, or contact email is missing, follow the modal recovery. Do not repeatedly confirm an unconfirmed operation.
Handle edge states and archive carefully
No property appears in Send properties
Likely cause: Only eligible completed documents are offered, or filters removed all results.
- Confirm the document is completed and permitted.
- Clear the matched-only choice if broader selection is appropriate.
- Open Property Hub to verify the source document.
No listing appears in Send NDA
Likely cause: The contact needs an email and the listing must use an eligible NDA gate.
- Confirm the contact email.
- Review Listing Hub or Deal Room access settings.
- Complete CREBuilder Mail readiness before retrying.
A hosted send is held for review
Likely cause: Review rules can hold an NDA invitation or campaign before transport.
- Treat the shown status as authoritative.
- Wait for approval or rejection.
- Do not send the same operation again while the outcome is pending or unconfirmed.
You need to remove the person from active work
Likely cause: The relationship is inactive or the record was created in error.
- Review deals, tasks, suppressions, and timeline first.
- Use Archive from the contact workspace.
- Do not rely on a future import to revive the contact automatically.
Contact review check
- Identity and owner are correct.
- Every activity describes something that occurred.
- The active requirement reflects current needs.
- Tasks have responsible owners and useful due times.
- External email was marked sent only after actual sending.
- Hosted pending or unconfirmed outcomes were not duplicated.