Sales Engagement Tools (Reach) FAQs

What's my plan?

Sales Engagement Tools (Reach) and is an all-in-one lead generation and engagement tool that allows sales teams to reach more qualified prospects in less time. Sales reps can create targeted lead lists to discover new opportunities, enrich contact information to connect with the right people, and automate customized email sequences to engage prospects more efficiently. With full tracking and reporting, teams can analyze and improve their engagement efforts.

Sales Engagement Tool (Reach) is a part of the Zendesk Sell CRM solution, so it automatically updates lead records and allows reps to work from one interface, eliminating manual work and boosting productivity. Teams can get started in minutes, without having to buy additional software or engaging another vendor.

This FAQ covers the following topics:

Trying Sales Engagement Tools (Reach)

Purchasing and using prospecting and enrichment credits

Using sequences

Related article:

Sales Engagement Tools (Reach) resource guide

Trying Sales Engagement Tools (Reach)

How can I try Sales Engagement Tools (Reach)?

Sales Engagement Tools (Reach) is included in the Sell 14 day trial. To try Sales Engagement Tools (Reach), you need a Sell customer or trial account.

What is included in the trial?

The free Sell trial includes 14 days of free access to the Sales Engagement Tools (Reach) as well as four prospecting and four enrichment credits per account.

Are there any limitations when trialing Sales Engagement Tools (Reach) with Sell?

The Sell trial is limited to only 14 days, and includes four prospecting and four enrichment credits per account.

Can everyone on my team try Sales Engagement Tools (Reach)?

Yes. During your Sell trial, every seat on your Sell account can use the prospecting, enrichment, and engagement features. Admins can disable prospecting and enrichment credit allocation to non-admins at any time.

How can I know what types of contact data are available for prospecting and enrichment?

Sales Engagement Tools (Reach) prospecting and enrichment data is powered by Clearbit, the leading data engine for customer interactions. With Sales Engagement Tools (Reach), you get access to over 44 million businesses and 350 million prospect records, so sales reps can instantly discover new opportunities to take action on. To learn more about the data points available with Sales Engagement Tools (Reach), visit https://clearbit.com/attributes.

Purchasing and using prospecting and enrichment credits

Which Sell plan do I need to use Sales Engagement Tools (Reach)?

There are three Sell plans available that include Sales Engagement Tools (Reach), Growth, Professional, and Enterprise (see the Sell plan types pricing page).

The right plan depends on your organization’s specific needs. It might be helpful to reference previous funnel reports to get a sense of the number of leads your team will need to enrich or engage at any given time.

The amount of credits you are allotted on a monthly basis is according to the Sell plan you're on. Any unused credits expire at the end of each month.

How do prospecting and enrichment credits work?

When you purchase a Sell plan, you are allotted a specific number of enrichment and prospecting credits per seat, per month based on your subscription plan. The higher the plan, the more credits you receive to use towards acquiring new lead data and enriching existing leads and contacts (see the Sell plans pricing page).

Sell admins can choose whether the monthly allotted credits are shared across an account or only available for use by Admins. At the end of the month, any unused credits will expire, and a new allotment of credits is deposited into the account.

Enrichment credits – generate more relevant data about a lead or contact and build a more complete profile when you already have some information about the lead or contact. To use an enrichment credit on Leads or Contacts in Sell, you must have at least the company name and website for company leads or contacts and at least an email address for people leads or contacts.

Prospecting credits – generate brand new prospects or improve existing data about your current leads or contacts.

For example: If you have a certain company in mind that you think would be a good fit for your product or service. You can use a Prospect credit to find a point of contact you need to get in touch with at that company. Then, after you have some data about that person, you can use the Enrich option to retrieve key details about the person or company that could influence buyer behavior, such as company size, market capitalization, or the technology solutions that the company uses.

Where can I track my credit usage and how do I know how many credits I have left?

You can see how many enrichment and prospecting credits you have left and how many you have used in the Activity Log section of the sales engagement tools admin settings.

To view your Activity Log

In your Sell account, click Settings (), then Data > Prospecting and enrichment.

Can I purchase sales engagement tools for only a few users on my team?

No, Sales Engagement Tools (Reach) is for every user you have in your Sell account. Enrichment and prospecting credits are designed to be “pooled” or shared across seats on an account. You can choose to have these credits shared across the entire account or limit them to only admins on the account.

Can I purchase more prospecting and enrichment credits a la carte?

No, you cannot purchase extra credits separately. If you find that your team needs more credits, you'll need to upgrade your Sell plan, or wait until the next month when a new allotment of credits is deposited into your account.

Can I move to a different plan?

Yes, you can move to a different Sell plan at any time. If you pay for your account via credit card, you can make the changes within your account.

To upgrade your Sell plan

In Sell, click Settings (), then Upgrade > Plans and Pricing.

If you pay for your account via invoice, contact your account representative for help.

What happens to credits that my team doesn't use, do they roll over?

At the end of the month, any unused enrichment or prospecting credits expire and are not rolled over to the next month. At the start of a new month, your team will have a new allotment of credits.

Can we pool our credits?

Enrichment and prospecting credits are designed to be “pooled,” or shared across seats on an account. You can choose to have these credits shared across the entire account or restricted to only the admins on the account.

For example, if you have 10 seats on the Sales Engagement Tools (Reach) Advanced subscription plan, every month you and your team have 100,000 total enrichment credits to use (10,000 per seat) and 3,000 total prospecting credits to use (300 per seat).

What if we meet our usage credits before the end of the month?

If you go over your usage credits and need more before the next month’s allotment, you will not be able to do any further enrichment or prospecting. If you find that your team needs more credits, you'll need to upgrade your Sell plan or wait until the next month, when a new allotment of credits is deposited into your account.

Using sequences

What is a sequence?

A sequence automates a series of emails that specify how and when sales reps contact new leads or contacts. Admins can create custom sequences using email templates and specific cadences defined in weekdays (see Setting up email sequences in Sell).

What is an active enrollment?

When a lead or contact is actively enrolled in a sequence, they will receive scheduled emails as part of the email sequence. Any user can enrol leads and contacts individually or in bulk to a sequence to be sent on their behalf. Leads and contacts stay in sequence until they reply, are converted to a contact, or are manually removed. Emails from a sequence show up in the Sell activity feeds and reports for leads and contacts just as they do for any other email.

How do active enrollment limits work?

Depending on your Sell plan, there might be a limit to the number of unique leads and contacts in your account that can be actively enrolled in sequences at one time. The higher your plan, the more leads and contacts can be in an active email sequence at one time across your account (see the Sell plan pricing page).

Where can I track my active enrollments?

Admins tracking active enrollments across all sequences is not currently not supported.

What happens if we reach the maximum number of active enrollments?

If you reach your limit, you cannot enroll additional leads or contacts into sequences until the sequences finish or are ended
If you find that your team needs to enroll more active enrollments, you will need to upgrade your Sell plan. If you pay for your account via credit card, you can make changes within your account.

To upgrade your Sell plan

In Sell, click Settings (), then Upgrade > Plans and Pricing.

If you pay for your account via invoice, contact your account representative for help.

Is there a limit to the number of emails that our team can send?

Zendesk Sell allows each user to send up to 300 emails per day (see Learn about the 24-hour rolling limit). This limit is in place by default for security reasons, but you can increase it to match your email server's sending limit by contacting Zendesk Customer Support.

GDPR restrictions

Are there any GDPR restrictions?

On May 25th, 2018, a new privacy law came into effect across the European Union (EU). It is called GDPR or General Data Protection Regulation. Any company that does business in the EU is required to adhere to GDPR. Learn more about Sell Sales Engagement Tools (Reach) and GDPR.