How to Send Emails Using Salesforce Engage – Plus Templates

Salesforce Engage falls underneath the Pardot product, but it acts like a window into Salesforce so your Salesforce users can leverage a piece of Pardot.

Salesforce Engage consists of 4 components, Engage Campaigns, Alerts, Reports and Engage for Gmail and Outlook. Let’s break this down.

What is Salesforce Engage?

As I mentioned, Salesforce Engage acts like a window into Salesforce so sales users can access some Pardot functionality. For instance, marketing creates beautiful HTML email templates inviting leads to visit them at a tradeshow booth; by pushing template into Salesforce, the sales team can send the marketing approved template to the prospects they want to attend.

In this post we will take a deeper look into how to start Engage Campaigns, then share three different use cases with sample email templates, so you can get started using Salesforce Engage today.

How to Send an Engage Email to a Lead or Contact

Once you’ve created your email templates inside of Pardot, you can let your colleagues know the templates are ready to use. Just be sure you have checked off “one-to-one email” option on the email template in Pardot – that will make the template available in Salesforce Engage.

Sending an Engage Email from Salesforce is simple to follow:

1. Navigate to the recipient lead or contact record.
2. On the top right-hand corner there should be a button called “Send Engage Email”.

3. Select one of the pre-populated email templates from the left-hand side.
4. Customize the content of the email template within the allowable limits. Marketing can lock down certain areas for editing so they can preserve their brand while allowing sales to customize their message.

5. Be sure to hit preview. You can see all of the dynamic fields populated, and verify it is the correct information is merged.

6.Hit Send.

Use Case 1: Invitation to Meet at a Tradeshow

Use the template below as a guideline, sales can add more of a personal touch and a description about the meeting.

User: Sales

Recipient: Leads

Subject: Can I buy you lunch?

Hi %%first_name%%,

I know we’re getting close to the big event next week, I just wanted to check in to see if you had some time to connect next week at the show. I am sure your schedule is really busy, but maybe I can buy you lunch.

{sales insert custom note}

If not, just let me know, maybe I can find some time on your calendar when we get back.

Thanks for your time,

Best,

%%user_html_signature%%

Bonus Tip:

Add a link to a Pardot hosted file, then add a notification as a completion action to see if the lead clicked on the file.

Use Case 2: Customer Service Follow Up Email

Salesforce Engage is not just for marketing, we’ve seen so many service users leveraging Pardot in their day-to-day activities. This is something you can automate too, but if you’re not quite there yet, you can use this template.

User: Customer Service Representative

Recipient: Customers

Subject: We hope you were satisfied with our service.

Hi %%first_name%%,

Thanks for contacting us about {Insert topic}.

Our records show the issue has been resolved, and your ticket has been closed. If you have any other questions or need my assistance please feel free to reach out.

We’re continuously trying to improve, and we’d appreciate your feedback! Would you mind completing the survey below? It will take less than 5 minutes.

{Insert link to survey}

Thanks again for reaching out!

Best,

%%user_html_signature%%

Bonus Tip:

If you’re using a survey tool like GetFeedback, you can embed the question into the email, if not you can link out to another survey provider.

Use Case 3: Demo Follow Up Email

This is a great use case when you have a sales team on the go. They can send these templated emails from their phone as they travel from meeting to meeting, or from their desk if they don’t have to travel too far. Once the meeting is finished, they can send a follow up email that already lists the features and benefits and contains a link to a pre populated brochure, saving sales time and effort.

User: Sales

Recipient: Leads

Subject: Thanks for taking the time today.

Hi %%first_name%%,

Thanks for taking the time today to discuss {product}. It really seems like this is a great fit for you and your team. Just to recap some of our conversation today:

1. {Feature} will allow you to {benefit}.
2. {Feature} will allow you to {benefit}.
3. {Feature} will allow you to {benefit}.

I also wanted to share with you this {product} brochure as it has a little more information. As always, please feel free to reach out to me with any questions you might have. Otherwise, I’ll follow up with you over the week to see how else I can assist.

Best Regards,

%%user_html_signature%%

Bonus Tip:

I’d recommend creating several of these emails that are product specific, so you can include the most relevant information in each one.

Summary

These are just 3 ways you can use Salesforce Engage with your sales, marketing, and customer service team. It’s a great way to help bridge the gap, by providing meaningful email templates that save your team time.