FAQs: SalesInbox

FAQs: SalesInbox

What is SalesInbox?

SalesInbox in Zoho CRM is a feature specifically designed to prioritize and organize emails based on the CRM data that is most relevant to salespeople. It automatically sorts incoming emails into relevant CRM categories, such as deals, contacts, or leads. This prioritization helps sales teams focus on the most important emails first, ensuring they do not miss critical communications that could influence their sales pipelines.

Additionally, SalesInbox allows users to perform CRM actions directly from their email inbox, creating a seamless integration between email correspondence and CRM activities. This integration helps in managing communications more efficiently, providing insights directly within the email platform, and updating CRM records without needing to switch between applications. It essentially bridges the gap between email and CRM systems, enhancing productivity and ensuring that all communications are logged and easily accessible within the CRM environment.


NotesNote: SalesInbox is only available for Enterprise and Ultimate Editions of Zoho CRM. See Also >> Feature Comparison Page in Zoho CRM

Can I add multiple From addresses for outgoing mails?

Yes. You can add multiple From addresses for outgoing emails. Please note that these are only email addresses that would simply be displayed to the recipients. Whatever From addresses are added here, should have been already added in your IMAP server. Otherwise outgoing email will not be sent successfully with that From address.

For example, Patricia, CEO of Zillum Inc, configures her email address patricia@zillum.com as the outgoing mail. But she wants the address to be displayed as support@zillum.com to her customers. For other marketing purposes, she wants the email id to read social@zillum.com. So she can add different From addresses that would just be displayed to her recipients. But the email configured is only the first one, patricia@zillum.com.

To add multiple from addresses:
  1. Go to Setup > General Settings > Email Settings > IMAP Configuration.
  2. In the IMAP configuration page, under the Outgoing Mail Server section, click the drop-down and click Add.
  3. Enter the email address and click Add.

Why am I not seeing options to include my event via SalesInbox though the email is an invite to participate in an event?

Recurring events currently lack support in SalesInbox. Con, the response option for selecting your reply within SalesInbox is currently unavailable.

How to assign a new potential to an unlisted email address?

To assign a new potential, you have to add them as a lead or contact first. Click open the email, and choose from in the details panel on the right. Once they're added as a lead or contact, you'll get the further option of assigning a new potential to them.

Why does the authentication failed error occur and how do I resolve it?

You will receive this error if you have enabled two-factor authentication for the email that you want to configure. In that case, instead of using the email password, use the App-specific password. This should resolve the issue.

For example, in case you have a Gmail account, here is how you generate an app password.

How do I know if mail sync after configuration is complete?

Email synchronization largely depends on the number of emails among other factors. You will receive a confirmation email after the mail sync is complete.

Where do I find the outgoing mail server settings?

If you are not aware of the details for the outgoing mail server settings, contact your email service provider and request IMAP server details. Enter the details provided in this section for configuration.

How do I add an email address which is in the Not In CRM column as a lead or contact?

Open that particular email in the Not In CRM column. In the Email Details view, on the Right Panel, choose the Lead/Contact option.

How do I assign a new deal to an email address which is in the Not In CRM column?

To assign a new deal to an email address that is in the Not In CRM column, drag the email address from the Not In CRM column and drop it in the Deals column. You will be prompted to create a new contact and then fill up the Deal information. Fill up the necessary information and click Save.

How do I create a new template?

You can create new templates in Zoho CRM and assign them in SalesInbox by selecting Add Template when you're composing an email. 
Click here for more details on templates. 

How do I remove a label from an email?

To remove a label from an email:
  1. Click open the email you want to remove the label from. Once inside, you will notice the labels below the subject of the email.
  2. Hover over them, and click the [...] Delete icon to remove a label.

How do I group emails from a top customer in a folder?

To group emails from a top customer:
  1. Go to Settings > Filters > Create Filter.
  2. In the Mail Criteria field, select Sender Equals and enter the customer's email address.
  3. In the Entity Criteria field, specify the required CRM criteria.
  4. Assign this filter to a folder, or create a new folder for that customer's email alone.
  5. Click Save.

How do I rename a folder in SalesInbox?

To rename a folder:
  1. Go to Folders in the left panel.
  2. Right click on the folder you want to rename. Click Rename.
  3. After renaming, click Save.

How do I reorder my folders in SalesInbox?

To reorder folders:
  1. Go to Settings > Folders.
  2. Click the [...] Reorder icon, hold and drag the folder to an order of your choice.  

Can I assign tasks to other CRM users in my organization?

No, you cannot assign tasks to other CRM users in the organization. You can only assign tasks to yourself. Tasks in SalesInbox are not associated with tasks in Zoho CRM. SalesInbox tasks are only related to email, and the execution of followup activities pertaining to the received email.

What is the difference between the folders "Mine" and "Inbox"?

  1. SalesInbox sorts your emails by default into pre-built folders based on how they are addressed to you.
  1. The folder Mine displays all emails that are directly addressed to you. That is, emails in which the To/CC fields contain your email address.
  2. The folder Inbox, on the other hand, displays emails addressed to your email aliases and email groups that you are a part of.
  3. If you wish to see all these emails in a single place, you can choose the All Messages view.

How do I remove a task from a filter?

Follow these steps to remove a task from a filter:
  1. Go to Settings > Mail Settings > Filters.
  2. Hover the mouse over the filter in question, and click the [...] Edit Filter icon. Go to the Assign Task field, and clear the checkbox of the task you want to remove.
  3. Click Save.

How do I convert a Not in CRM email address (from domains such as Gmail, Hotmail, Yahoo, etc) to Colleagues?

You can simply drag that email from the Not in CRM column and drop it in Colleagues. Click Convert in the pop-up that appears. 


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