Frequently Asked Questions
Salesforce Calendar Sync
- How do I enable my emails, replies, and tracking events to automatically get sent to Salesforce?
- Will Yesware create a contact in Salesforce if one doesn't already exist? What if an email is sent to multiple recipients?
- How do I create a Salesforce contact or task from within Gmail?
- How do I automatically associate my email activities with opportunities in Salesforce?
- Inside Salesforce, where can I see the activities that Yesware has created?
- Send to Salesforce isn't working. What should I do?
- How do I disable Send to Salesforce?
Yesware is a service that helps salespeople close deals faster. We do that by integrating with your current work environment, and modifying it to make you more effective. At the moment, Yesware is available in Gmail and Outlook (beta), but there's more to come!
Yesware offers five product plans: Free, Plus, Team, Enterprise, and Custom. Get more information about the features and prices for these plans by visiting our Plans and Pricing page.
First, make sure Yesware is installed and enabled.
For Chrome Users: Open up a new browser tab and type chrome://extensions into the address bar to check if Yesware is installed and enabled.
For Firefox Users: Click on 'Tools' then 'Add-Ons' and choose the 'Extensions' tab to check if Yesware is installed and enabled.
Next, try reloading Gmail.
Finally, check if the Yesware menu is present. You should find it in Gmail's top menu bar. If it is then click 'Activate' and you'll be prompted to sync your Gmail account.
If Yesware still isn't working, please contact firstname.lastname@example.org
At any time, you can send an email to test@yesware .com. When you compose the email, be sure the 'Track' checkbox is checked. Our test recipient will open your email and you should see a new tracking event in your Yesware dashboard and reports within a few minutes.
Yesware for Gmail is available for current versions of Chrome and Firefox web browsers. Support for other platforms is in the works. Please email email@example.com if you have any specific requests.
Yesware was built to be used on an un-customized Gmail interface. We try to play nice, but we can't always account for third-party apps and extensions. Below is a list of customizations which have caused problems for Yesware.
- Incompatible Gmail Settings : Plain text mode
- Incompatible Gmail Labs Features : Send & Archive, Multiple Inboxes by Vivi
- Incompatible Extensions: FastestChrome by fastestfox.com, Gist for Chrome by BlackBerry
Yesware tracks who opened your email, where they opened it, when and what device they used to read it. Yesware can also track links clicked in emails if you enable link tracking.
To enable link tracking, compose an email and hover over the Track checkbox and click on 'Change Preferences (or in the old Gmail compose experience, click the gear on the orange 'Track' button). Link tracking will remain enabled for future tracked emails until you explicitly disable it.
We use the same technology that email newsletter service’s use by relying on a tracking pixel embedded in each email you send using Yesware. But we decided to apply it to one-on-one communication so salespeople can get real-time feedback when prospects open their emails. To track when your recipient clicks a link in your email, enable link tracking. Yesware link tracking works by re-writing the URLs in your message so they point to a Yesware server that registers the click. This server then immediately redirects your recipient to your original link. Learn more by reading our post about Yesware email tracking.
If a recipient has disabled images in their email client, there is no way for Yesware to know if that recipient opened your email, so you won't receive any notifications of opens from that recipient.
In addition, to minimize the number of irrelevant tracking events that we notify you of, Yesware hides "sender opens". This eliminates notification whenever you or anyone sharing your internet connection (e.g. colleagues on a small office network) opens your tracked email. You can always see all message opens (including "sender opens") by viewing your personal report.
When you send an email to several people, CC someone on an email, or if the message gets forwarded then we can only tell you that ‘somebody’ opened your message. But even still our customers tell us it’s fascinating to see when ‘somebody’ has opened a message several times because that either means they love the email or its being forwarded throughout the organization.
A tracking event occurs any time one of your tracked emails is opened or any time a link is clicked in one of your tracked emails.
Yesware Plus, Team, and Enterprise allow you to see unlimited tracking events. Yesware's free plan includes 100 unique tracking events per month. Only the first unique email open or link click from a specific IP address for a particular tracked email counts toward your monthly limit.
E.g. If you send an email to someone and they click a link and open it 3 times in a day, you will see all 4 tracking events (3 opens and 1 click) but only be docked for 2 (the first open and the first click).
Your recipient just sees a normal email sent from you. Yesware doesn't change where your email is sent from so there are no "sent on behalf of" messages that can trigger spam filters.
If you have Tracking turned on, your recipient might see (depending on their email client) a message such as "Load images from this user?". This message is triggered by some email services because Yesware tracks using a 1x1 pixel image to track email opens. This is the same pixel-beacon approach that all major email newsletter/marketing companies use to track emails.
Yesware allows you to create custom templates that save you time when sending common emails. The easiest way to create a template is to compose a normal email inside Gmail and then click the 'Save As Template' button ().
Templates can be inserted into an email at any time by clicking on the 'Template' button or a template category name (e.g. 'Prospecting', 'Support', 'Objections') when composing an email, selecting the template and clicking the 'Use' button.
You can rename template categories by visiting app.yesware.com, clicking on a template category (e.g., 'Prospecting', 'Support', 'Objections'), and clicking on 'Edit Category Title'.
Yesware custom templates currently support rich text (bold, italics, different colors, links). The easiest way to compose a rich text template is to compose an email using the Gmail composer and then to click the 'Save As Template' button ().
To add images to templates, host your image in a public online location (e.g. your Dropbox public folder). Then compose an email containing that image and save it as a template.
Editing raw HTML isn't currently supported in Yesware templates.
To share a template with other individual Yesware users (who may or may not be on a team with you), expand a template category while composing an email, and click the blue 'Share' button. The users you share with will see a number next to the Yesware menu at the very top of their Gmail, indicating that they have messages waiting for them. Note: When using the new Gmail compose experience, Yesware templates do not yet support individual sharing. This capability will be coming soon.
Team and Enterprise Edition users can also set up a team to make it easier to manage a library of common templates. Once you've set up a team, go to app.yesware.com and click on the 'Team' tab. Click 'Review Templates' on the left to see the templates your team members have recently created and to copy one or more of them to the team library. To push templates from the team library to members of your team, click 'Share Templates', and select (check) individual templates or entire categories. Then scroll to the very bottom of the page and choose team members that will receive the selected templates. These templates will be available to team members the next time they reload/refresh Gmail.
You can also contact Yesware at firstname.lastname@example.org for more details and to get discounted pricing.
Make sure you've installed Yesware. Then, within Gmail, click the Yesware menu at the very top of the page. Select 'My Account" and then click on the Team tab. If you don't yet have a team, you will be prompted to create one. Once you've created a team, you can manage membership by clicking 'Team Members' on the left side of the page. This page makes it easy to add and remove team members and leaders.
Enterprise Edition plans let you create as many teams as you want. Team and Enterprise Edition teams can have unlimited numbers of members and leaders. Free and Plus plans are limited to a single team of at most 10 members and 1 leader.
Team template sharing is a premium feature available to Team, Enterprise and Custom users. Yesware makes it easy for team leaders to quickly share templates across their entire team.
Once you've set up a team, go to app.yesware .com and click on the 'Team' tab. Click 'Review Templates' on the left to see the templates your team members have recently created and to copy one or more of them to the team library. To push templates from the team library to members of your team, click 'Share Templates', and select (check) individual templates or entire categories. Then scroll to the very bottom of the page and choose team members that will receive the selected templates. These templates will be available to team members the next time they reload/refresh Gmail.
If you are already a Yesware user, simply go to app.yesware.com/account/plan to see your current plan and to choose a new one. Not sure which tier is right for you? Click for details on our plans and features.
Visit app.yesware.com, click on the 'Account' tab and then click on 'Payment Method’.
Our premium product tiers—Team, Enterprise and Custom—integrate directly with Salesforce.com, the world’s leading CRM provider.
We also offer a variety of CRM solutions for our Free and Plus users using our BCC email feature to automatically sync your emails. You can see the full list of CRMs and learn how to sync them on our blog.
We don't integrate with CRM's like Zoho and Microsoft Dynamics because they don't support the email bcc feature that we use to sync email with other CRMs.
Yesware for Outlook (beta) is currently available for Outlook 2013. It doesn’t have the same functionality as Yesware for Gmail and instead provides users with Social and Prospect information.
You can learn more about Yesware for Outlook on our blog.
For Chrome Users: Please enter this into your Chrome address bar: chrome://extensions/. You'll see the Yesware extension. Select 'Remove' and Yesware will no longer appear in your Gmail.
For Firefox Users: Click on 'Tools' in your Firefox toolbar. Select 'Add-Ons'. Then select Remove where you see the Yesware Extension.
Upgrade your account at any time by visiting the Plan and Usage page. You can also cancel auto-renewal of your Yesware account at any time from that same location. If you cancel your plan, you will not be billed for any further charges from Yesware. Your account’s current features will be available until the end date of your current subscription. After that, you will still have access to the free version of Yesware, including your templates and limited tracking.
To downgrade from one paid tier to another, or if you have any questions, please contact email@example.com.
If you’re on our Team, Enterprise or Custom tier and already use Salesforce Enterprise or Unlimited Edition, it's easy to incorporate Yesware to automatically store emails from Gmail. Unlike the basic BCC to CRM functionality, the Send to Salesforce functionality will store not only sent emails, but will also capture replies, open events, and link-click events into Salesforce automatically.
To enable this functionality, click the 'Yesware' menu at the very top of Gmail and select 'Preferences'. Click 'Salesforce' and toggle 'Send to Salesforce' on (this will automatically turn BCC to CRM off). Click the 'Authenticate with Salesforce' button. Save your Preferences and refresh the browser.
Now, when you click on an email thread in Gmail, you should see a ‘Salesforce’ tab on the right side of the screen (if you don't please try closing out of the browser and going back in). From now on, whenever you enable the CRM checkbox when sending an email, that message and all of its associated replies as well as any Yesware events will be stored to Salesforce for you as activities on an existing contact.
Will Yesware create a contact in Salesforce for me if one doesn't already exist? What if an email is sent to multiple recipients?
Yesware will not automatically create contacts or leads in Salesforce. If a contact or lead is not found, the email and associated events will not be sent to Salesforce, even if the CRM checkbox was enabled for the message. See below to learn how to create a Salesforce contact manually from within Gmail. If multiple leads or contacts in Salesforce have the same email address, Yesware will choose the most appropriate one to associate the email or event with (preferring first contacts with opportunities, then leads, then contacts without opportunities).
If an email is sent to multiple recipients, Yesware will choose the first recipient on the ‘To’ line and try to find a matching contact or lead in Salesforce to associate the email and events with. If no matching contact or lead is found, the email and associated events will not be sent to Salesforce, even if the CRM checkbox was enabled for a message.
To create a new Salesforce contact or task from within Gmail, first open an email message from your inbox. You should see a Salesforce tab on the right side of the screen (if you don't please enable the Send to Salesforce functionality). Click to open the tab if it's not already expanded, and you'll see the Salesforce sidebar appear.
In this sidebar, you can select which person from the email you want to focus on. If a Salesforce contact already exists for this email address, you'll see the details of this contact. If a contact doesn’t already exist, you'll be prompted to create a new one.
Once a Salesforce contact is in place for the selected person, you'll see Salesforce open activities and activity history for this contact. In addition, you can click 'New Task' to create a new task for this contact.
In Salesforce, if your contact appears in a role on an opportunity, Yesware will automatically associate newly sent emails, as well as replies, opens, and link-click events from that contact, with the opportunity. Just be sure to enable the CRM checkbox for any emails you want stored in Salesforce.
In Salesforce, open the contact or lead you're interested in. Scroll down to the ‘Open Activities’ and ‘Activity History’ tabs to see all tasks and events associated with this person, including Yesware-created activities.
If your contact was associated with an opportunity, you can open the opportunity and scroll down to ‘Open Activities’ and ‘Activity History’ to see Yesware-created activities for the opportunity. Yesware will only associate activities with an opportunity if a contact was in a role on the opportunity at the time an email was sent to that contact.
Send to Salesforce is only available to Team, Enterprise, and Custom edition users. For Team edition users, Send to Salesforce is limited to 1000 activities per month. Visit the Plan and Usage page to see how many activities you’ve used this month.
Ensure that you've enabled Salesforce in your Yesware preferences and reloaded Gmail in your browser.
Verify that the CRM checkbox is checked when you want a message to be sent to Salesforce.
Ask your Salesforce administrator to ensure that your user profile is API access enabled.
If you’re still having trouble, please email firstname.lastname@example.org
Inside Gmail, click the 'Yesware' menu at the very top of the page and select 'Preferences'. Choose 'Salesforce' and toggle 'Send to Salesforce' to off.
You can also cause Yesware to log out of Salesforce permanently by clicking that same 'Yesware' menu and selecting 'My Account'. Then click 'Services' and click 'Deauthorize'.
Yesware calendar sync makes it easy to keep your Google calendar and Salesforce calendar synchronized. Once it's setup, all events (but not tasks) that are assigned to you in Salesforce will automatically appear on your primary Google calendar. In addition, when you create or update an event on your Google calendar, you have the option to synchronize it to your Salesforce calendar.
Enable Yesware calendar sync by visiting your Salesforce configuration page. Under Enable/Disable Features, you will see the steps that are required to enable Yesware calendar sync. If you don't see these settings, your account is not enabled for the beta. You can disable Yesware calendar sync at any time by returning to this page and clicking 'Disable'.
To synchronize events from Google calendar to Salesforce, you must have the latest version of the Yesware extension installed, with all permissions enabled. In Gmail, click on the Yesware menu at the very top of the page, then choose 'Calendar Sync Beta'. Click 'Add Permissions for Yesware' and choose 'Allow'.
To synchronize events from Salesforce to Google calendar, your Salesforce administrator must install the latest version of the Yesware Salesforce package. Have your administrator contact email@example.com for instructions on installing the latest Yesware Salesforce package.
Once Yesware calendar sync is setup, it is very easy to use. Inside Salesforce, any time an event is assigned to you (e.g. when you create a new event for an account, opportunity, contact, or lead that you own), it will automatically appear on your primary Google calendar. When you modify or delete this event inside Salesforce or Google, those changes will automatically get reflected in both calendars.
With Yesware Calendar Sync enabled, when you create or edit a calendar event in your Google calendar, you will see a checkbox that will allow you to "Sync Calendar Event to Salesforce". When checked, this event will be saved to Salesforce as well as to your Google Calendar. You can specify a Contact/Lead and Account/Opportunity to associate this event with in Salesforce. If you don't select these, Yesware will try to infer them based on the list of guests. If it can't find a match, it will synchronize the event to your Salesforce calendar with no Contact, Lead, Account, or Opportunity specified.
Yesware calendar sync works by adding a special invitee to the meetings you create in Google calendar. This invitee is a Yesware service that keeps your calendars in sync. Always be sure to "Invite external guests" and "Send invitations" whenever you create or update a synchronized event in Google.
One major benefit of Yesware calendar sync is that it typically synchronizes your events within minutes of creating or updating them. If more than an hour has passed and your event has not been synchronized, please contact firstname.lastname@example.org.
Any device that can show your Google calendar will display events that have been synchronized from Salesforce. And if you update or delete an event on your mobile device, it will get updated/deleted in Salesforce for you.
To create a brand new event from your mobile device and have it synced to your Salesforce calendar, just add email@example.com as an invitee to your event. Yesware will take it from there.
Yesware won't currently synchronize private events, all-day events, recurring events or Salesforce tasks.
Reminders let you set a time to follow up on the emails you send. Yesware will bring a reminder message back to your Gmail inbox in the future if you haven't yet received a reply. (You can also set reminders that come back to you even if a recipient does reply.)
When composing an email, click the "Remind" button at the bottom of the compose window. This lets you set a time in the future when you'd like to be reminded. Choose "If I do not receive a reply" and you'll only get reminded if no one responds to your email. Choose "No matter what" and you'll get reminded at the time you set regardless of whether anyone has replied.
When your reminder comes due, you'll get an email notification and your original message will re-appear as an unread email in your inbox.