When a company you contacted replies to a campaign letter, ApexThe assistant we built ourselves, the one you talk to; this row takes you back to the conversation.Where to find itLeft sidebar, top rowGlossary reads it and decides what type of reply it is. Whatever needs no human decision, it handles on its own. Whatever could become business or needs an important decision becomes a task for a colleague. Reply handling runs on every SenderThe company's mailbox that the campaign letters go out from. Ideally a new mailbox used only for campaigns, on the company's domain and in the sending person's own name.Where to find itMail › SendersGlossary on its own; you do not need to switch it on.
What Apex handles on its own
With a bounced letter, it excludes the bad address and looks for another address at the same company; if it finds one, the campaign restarts there with the first letter, and if not, it excludes the company as unreachable. An out-of-office message, an automatic acknowledgement and a system message are not replies: the campaign carries on. It carries out an unsubscribe or a data deletion request immediately and sends a confirmation letter. If the recipient forwards the letter to a colleague and gives their address at the same company, Apex thanks them and continues at the new address with the first letter.
What becomes a task
Interest (due the same day), an objection, a complaint, a support question, "we're already your customer", a postponer ("not now, maybe later"), a rejection, a legal threat and a wrong recipient. Anything that cannot be sorted with certainty also becomes a task, as does a letter Apex cannot link to a company. Apex writes the task description from the letter itself, so the task shows what the company is asking for.
Every human reply stops the campaign for that company
Whether they show interest or say no, the company gets no more campaign letters. The exception is a forward with a new address: there the campaign starts again at the new address. The exclusion applies to all of your campaigns, not just the one they replied to. If the task shows that the company can carry on, ask Apex, and after your approval it puts the company back into the campaign.
Why a rejection also becomes a task
A rejection may rest on a misunderstanding or wrong information: after a well-written reply, it often turns into a prospect. The reason for the rejection also shows which target group the offer does not speak to, and the next campaign learns from that. That is why Apex sends only two letters on its own: the unsubscribe confirmation and the thank-you for a forward. Everything else is answered by a person, with Apex's help.
What Apex knows about your company when it replies
A reply is only as good as Apex's knowledge of your offer, the common objections and the answers to them. It knows these from the company memory; what is worth giving it is explained in Why Apex's memory matters.
Where to find it
What Apex knows › Reply handling (two tabs: "What I take care of" and "What becomes a task"); tasks on the Tasks page; the company's letters on the company's record (Dizzlet), on the Touches tab
Ask ApexApex tells you
How are you handling replies at the moment?
Ask ApexApex tells you
What happens if someone writes that they already have a supplier?