What are Internal/External Contacts and Direct emails only?
Every customer account comes with 4 automatic contact groups: External, Internal Contacts, External Contacts, and Direct emails only.
Everyone: Shows all emails sent/received.
Internal contacts: Shows only emails between internal contacts (ie, members of your organization). You can edit your internal/external contacts in the Settings/Domains area.
External contacts: Shows only emails with external contacts (ie, people outside your organization). You can edit your internal/external contacts in the Settings/Domains area.
Direct emails only: Shows only emails in which the recipient was in the “to” line. In other words, this contact group will exclude emails in which the recipient was in the “cc” or “bcc” line.
Q: If a rep sends an email to multiple people, including external customers, and internal team members, will this email be counted when the External contacts contact group is applied?
A: EmailAnalytics looks at who is in the “to” line to make a determination about whether an email was sent to an internal contact or an external contact. In other words, the cc and bcc lines are not considered. If there are multiple people in the “to” line, including some who are internal and some who are external, then we only consider the first email we see in the “to” line. So, an email cannot be both “internal” and “external.” It can only be one or the other.