Quick scenario overview
To track your emails directly on the Kanban board, you first need to set up your Board accordingly (Edit Workflow).
Create the following columns in your workflow (see the image below):
How it works?
1. Incoming new email - a customer sends an email to a predefined address (e.g. firstname.lastname@example.org), which is integrated to the Board via the email integration feature.
The email is converted as a Kanban card in the Requested column -> drag & drop it into the “Working On” column and reply to the email via the card.
Once you send the email from the card -> go to the Details tab of the card and set a deadline.
Once you set the deadline, move the card to the "Waiting for your Reply" column. The point is to set a deadline for the expectancy of the customer’s response. It is useful for two possible use cases:
Case 1. When a customer replies within the deadline set, the card with the new email (created as a comment) is automatically moved to the “Follow up” column. This automation is achieved via the configuration of the "Card Updated by Email" policy - if propperly set, it will trigger a predefined action (move the card to a pre-defined column), whenever a comment is added (i.e you get a reply).
Case 2. When a customer does not reply within the deadline set, the card is automatically moved to the “Follow up” column upon deadline expiration. This automation is achieved via the configuration of the "Time based policy" - if propperly set, it will trigger a predefined action (move the card to a pre-defined column), when the deadline is in 0 days (meaning today). This could be considered as a reminder and you can approach this contact again.
Note: It is important to understand, that this scenario requires an appropriate action on the Kanban board with the cards (you have to move the card to the appropriate column to make the automations work).
You can repeat this process multiple times, until your card is processed to the "Done" column.
Tip: Apply the "Card Updated by Email policy" to the "Done" column too, so in case that someone writes you back, the card will be moved to the "Follow up" column and you will take an action.