Frequently asked questions on Emails in Zoho CRM
How can I view the status of emails sent or received in my CRM account?
A CRM user can view the status of emails sent or received to the customers on the record detail page under the Emails related list.
What are the different email delivery status types and what does it imply?
When you configure your external mailbox, such as Outlook, Gmail, Zoho Mail, Yahoo and many more, into your CRM account via IMAP or POP3 protocols, your mailbox is integrated within the CRM. In the Emails related list of any records detail page, a user can see all the emails that are sent or received in their inbox.
A user can send an email to a customer directly from the CRM as well as from the integrated mailbox like Gmail, Outlook, and Yahoo, the status will be different in these cases.
Let's look at a table to understand this in detail:
A user can send an email to a customer directly from the CRM as well as from the integrated mailbox like Gmail, Outlook, and Yahoo, the status will be different in these cases.
Let's look at a table to understand this in detail:
Status | Email sent from integrated mailbox (IMAP/POP3 Confg) | Email sent from CRM | Meaning |
Sent |
Yes |
Yes |
Email is sent to the mail address either from within the CRM or via integrated mailbox.
|
Delivered | Not applicable | Yes | Email got delivered to the mail address via CRM servers.
|
Bounced | Yes** | Yes | Email wasn't delivered to the mail address sent from within the CRM or the integrated mail box.
|
Opened | Not applicable | Yes | Email got opened by the recipient sent from within the CRM.
|
Clicked | Not applicable | Yes | The email was opened and the receiver clicked on the link that was sent in the mail.
|
Received | Yes | Not Applicable | When you receive an email in the mail box that is integrated with the CRM.
|
Note:
- Zoho CRM cannot determine the status of emails sent from an integrated mailbox from CRM other than "Sent" or "Bounced"
- Integrated mailbox - Email service providers (Gmail, Yahoo, Outlook, etc,) have been configured in CRM via IMAP/POP3 Configuration.
- External mailbox - Email service providers (Gmail, Yahoo, Outlook, etc,) have not been configured in CRM
**We can produce bounce status for external mailboxes. However, we cannot provide the reason for the bounce like the emails sent from CRM servers.
What is a source in email related list of a record?
Source lets the user know the medium used to send an email.
For example, if an email is sent via CRM directly to a customer via compose email, the source will be marked as Individual. Similarly, if the email is sent via integrated mailbox, such as Gmail, Outlook, or Yahoo, the source will be either IMAP or POP depending upon the protocol used to configure the mail box.
The source can be BCC dropbox, Workflow alerts, meeting invitations, mass emails, and many more depending upon the mode via which the email was sent.
Note: Mass emails are used to send emails in bulk to more than one customer, while individual emails are sent to a single mail address.
Email Source | Description |
Access Email | Emails will be sent by the record owner with the record's personal information to the customer to inform the customer that we are accessing his personal information. |
API | Associated Emails from APIs of very old version. Emails sent before October, 2016. |
Autoresponder | Emails sent via macro. |
Autoresponder Follow-up | Emails sent via macro follow up. |
BCC Dropbox | Emails sent from mailboxes to CRM using the bcc-dropbox feature. |
Cadence | mails triggered from the cadence feature. |
Calendar Booking Email | Emails sent during calendar booing operation. |
Consent Email | Emails sent from the GDPR enabled accounts to get the consent from the records. |
Event Invitation | Emails sent to invite users to an event will be tagged under this category. |
Export Email | Emails sent which are related to GDPR compliances. |
External | Associate emails from external sources, such asOutlook Add-on or Gmail Add-on. |
IMAP/POP3 | Email sent or received from an integrated mailbox. |
Individual | Email sent to a record via the Compose Window in CRM. |
Integration email | Emails sent via Integration configured in CRM. |
Integration Task Mail | Emails sent to users when tasks are created from Integration available in the org. |
Kiosk | Emails triggered from kiosk due to user action. |
Mail Merge | Emails sent using the mail merge option in CRM. |
Mass Email | Emails sent bulk to n number of records. |
Mass Email Follow-up | Emails sent from the follow-up of mass emails. |
Mass Email Scheduler | Mass emails sent from the scheduled mass mailer. |
Multiple | Mass emails sent from the list view of a module. |
Other emails | Emails that don't fall under any other category. |
Plugin Emails | Emails sent using the old track API. This will not be visible anywhere to the user. |
Plugin - Outlook | Emails that are associated from old outlook plugins (deprecated). |
Rectify Email | When mail is sent from the Data Subject Request tab under Data Privacy of a certain record. If the mail is related to the rectify data subject, then it will be marked as a rectify email. |
Webform | Emails sent via webform module. |
Widget Email | Emails associated from the Old Outlook widget. |
Workflow Alert | Emails sent from workflow actions. |
How is the status of the email related to the source, and how can I view it in my CRM account?
The email status and source are related in that, the status depends on the source. If emails are sent via an integrated mail box such as Gmail, Outlook, Yahoo, and many more, CRM does not have the means to verify and mark whether it was delivered because the email was sent via an external email server. So there is only a select set of status items that CRM can show, depending on which source the email was sent.
The following is a list of status items that are applicable for each source:
Source | Status | Meaning
| |
Email sent via CRM | Individual | Sent/Bounced/Delivered/Opened/Clicked | The email has been sent from within CRM |
Mass Email | Sent/Bounced/Delivered/Opened/Clicked | The email has been sent from within CRM in bulk
| |
Workflow alert | Sent/Bounced/Delivered/Opened/Clicked | The email has been sent from within CRM via a workflow rule
| |
Meeting notification | Sent/Bounced/Delivered/Opened/Clicked | The email has been sent from within the CRM as an alert for meeting scheduling/updating/canceling
| |
Blueprint notification | Sent/Bounced/Delivered/Opened/Clicked | The email has been sent from within CRM via a blueprint
| |
Email sent via Integrated mail box (Gmail,Yahoo, office 365, etc)
| IMAP/POP | Sent/Bounced/Received | The email has been sent or received via the integrated mailbox.
|
Email sent via external mail box | BCC dropbox | Sent | Email has been sent via external mail box where the CRM server (email address) has been added as bcc.
|
Note:
- If an email is received in the integrated mail box, the status will be received and the source will be IMAP/POP depending upon the protocol used to configure.
- If the email dropdown is marked as ALL, all the email source and status of emails sent via CRM or integrated mailboxes will be listed.
- If you select Emails Sent from CRM, only those emails sent from within the CRM will be reflected.
How many email addresses can I add in addition to from the one configured in my CRM?
You can add up to five email addresses to your CRM. This helps capture emails from multiple mailboxes associated with a CRM record, ensuring unified communication. It’s common for a customer in Zoho CRM to use different email addresses, such as personal, official, sales, and others. By using multiple email addresses, you can centralize and manage all communications with the customer within the CRM.
What is the limit for email attachments?
In Zoho CRM, you can upload attachments in various places. You can upload attachments to:
- Individual records
In individual records, you can attach documents up to the size of 100MB. This can be either a single file or multiple files.Note: The limit mentioned here is for the record and not specific to emails alone. - Attachment limit in emails
While composing emails, you can add attachments up to 10MB. Please note that this is the total attachment size. This includes the attachments included in the email templates also. - Email templates
In each email template, you can attach files up to 3 MB. When you use the email template to attach multiple files, the attachment size will not be multiplied, but counted only once for storage. For example, if you have an email template with a 2 MB attachment size and are sending this template to 10 records, the size remains 2 MB and not 20 MB.Note: If you want to use an attachment larger than that, we recommend using a drive and including a download link.
What is the difference between sending emails from external email clients and sending emails from within Zoho CRM?
When sending emails from external email clients (such as Gmail or Outlook), you often need to install plugins or extensions to track and monitor your communications. For example, to keep a record of sent emails and track replies in CRM, you’d typically need third-party tools or integrations to bridge the gap between your email client and Zoho CRM.
In contrast, Zoho CRM provides a seamless, built-in email system that eliminates the need for additional setup. Key advantages of sending emails directly from within Zoho CRM include:
- Automatic Email Tracking and Logging: In Zoho CRM, emails sent through the platform are automatically tracked and logged against the respective CRM records (such as Leads, Contacts, or Deals). There’s no need to install additional plugins or manually log emails; Zoho CRM does this automatically, keeping all your communications in one place.
- Sales Context and Personalization: When you send emails from Zoho CRM, you have immediate access to the recipient's full sales context, including deal history, previous interactions, and ongoing activities. This means you can craft more personalized and contextually relevant emails, which is harder to achieve with external email clients unless you switch back and forth between the CRM and email.
- CRM Email Templates and Automation: Zoho CRM provides a wide array of pre-built email templates, which can be used to send consistent, professional emails to customers. Additionally, you can automate email workflows, such as sending follow-up emails, based on specific triggers like a deal update or a customer action. External email clients typically lack these advanced automation features, unless integrated with third-party services.
- Email Tracking and Analytics: Emails sent via Zoho CRM come with built-in tracking capabilities, allowing you to monitor when an email is opened, whether links are clicked, and the overall engagement of the recipient. This provides valuable insight into how customers interact with your communication. In contrast, tracking emails sent from external clients usually requires additional plugins, and analytics may not be as comprehensive or seamlessly integrated with your CRM data.
- SalesInbox Integration: Zoho CRM offers SalesInbox, an email client tailored specifically for sales teams. SalesInbox categorizes emails based on CRM data, automatically prioritizing important messages from leads, contacts, or deals. This feature helps sales teams focus on high-value conversations, a level of insight and organization that traditional email clients do not offer.Note: SalesInbox is available for the Enterprise and Ultimate editions of Zoho CRM.
- Email Integration Across Multiple Channels: Zoho CRM's email integration ensures that all your communications, whether sent from a CRM user or received by the system, are unified and attached to the relevant records. This provides a complete history of interactions without missing any crucial information. External email clients, without a deep integration, usually struggle to maintain this level of synchronization between sent and received emails, unless specifically configured.
- Enhanced Security and Compliance: Sending emails via Zoho CRM ensures that sensitive customer information remains within your controlled CRM environment, enhancing both security and compliance. Zoho CRM also supports encrypted email communication and audit trails, which are often more difficult to manage when using external email services.
While external email clients are useful for general communication, sending emails from within Zoho CRM offers numerous advantages that go beyond basic email delivery. The platform enhances your ability to personalize, track, and automate your emails with full visibility into customer interactions and sales processes. This makes Zoho CRM a more powerful tool for sales teams looking to streamline and optimize their communication efforts.
Will the Opened/Clicked notification only occur for emails I send from Zoho CRM?
Yes, email opens and clicks can only be tracked for emails sent directly from Zoho CRM. However, it’s important to note that emails initiated from Zoho CRM can be sent either through the CRM's mail server or an integrated mailbox. The opened/clicked status will only be displayed for emails sent via Zoho CRM's mail servers, not for those sent through integrated mailboxes.
Is there a way for both Gmail and Zoho CRM emails to work together, such as deleting an email in both accounts from one service?
You can configure Gmail using IMAP to sync your emails seamlessly with Zoho CRM. Once configured, any emails deleted from your Gmail account will also be deleted from your Zoho CRM account. However, please ensure that when granting IMAP access in Gmail, Auto-Expunge is turned ON to ensure that deletions are reflected instantly in both accounts.
Alternatively, connecting Gmail via API also allows for two-way syncing of email deletions between Gmail and Zoho CRM. However, compared to IMAP configuration, the API connection has more limited functionality and supports fewer operations, making IMAP a more comprehensive option for managing emails within the CRM.
I am getting spam emails repeatedly from the domain of a particular organization. How do I blacklist a domain?
If you are using Zoho Mail within Zoho CRM, follow these steps to blacklist a sender's domain from an organization:
- Log in to your Zoho Mail account as the administrator.
- Navigate to Control Panel > Mail Administration > Spam Control > Blacklist.
- Select the email delivery option as Reject email and add the domain you wish to blacklist to the list of blocked domains.
If you have integrated other email clients like Gmail, Outlook, Microsoft 365, or others, you’ll need to follow a similar process. However, each email client may have different settings for blacklisting domains. Visit their respective websites to find instructions on how to blacklist domains within their systems.
How can I sync the filters between Zoho Mail and SalesInbox?
SalesInbox integrates directly with Zoho CRM, offering a CRM-centric view of your emails that prioritizes communication with leads, contacts, and deals. However, you can transfer your email filters from email clients to SalesInbox by following these steps:
- Export the filters from your email client by following the steps required to export filters. For example, in Zoho mail, Settings > Filters > Export Filters.
This will generate a .dat or .xml file containing your filters. - Import the filters into SalesInbox by navigating to Settings > Filters > Import Filters. Select the exported .dat or .xml file and upload it. The filters will then be available for use in SalesInbox.
This allows you to maintain your email filtering preferences in a CRM-optimized environment.
Can I receive emails from my new leads and contacts?
Once you integrate your mailbox with Zoho CRM using IMAP/POP3, all emails from your leads and contacts will be captured in the email-related section of the respective record's detail page (Leads, Contacts, Accounts, and Deals modules), as long as their email address is already saved in your CRM records. If the email address of a new lead or contact is not present in CRM, their emails will not be received or displayed in the system.
In addition to this, you can view all incoming and outgoing emails, including those not already associated with your CRM records, through SalesInbox. This also includes emails exchanged with colleagues and sent emails, giving you a complete view of your communications within Zoho CRM.
How can I prevent duplicates from being sent while sending mass emails?
You can prevent duplication by enabling a duplicate check for the email address as a unique field. Follow these steps to enable the duplicate check:
- Go to Setup > Customization > Modules and Fields.
- Select the Leads module (Select the modules for which you want to add duplication check).
- Go to the Email Address field, click More [...], and select Do not allow duplicate values.
- Click Save.
You can now avoid duplicate email addresses.
Does Zoho CRM have an automated email generator option in the Leads section? Can leads be imported in the .CSV format to auto-generate those emails?
Zoho CRM doesn't have an automated email generator option in the Leads section. However, you can generate web forms to capture leads from your website.
Read more about generating webforms here.
You can then import leads in the .CSV format and create a workflow rule to send emails to these leads automatically.
Why am I unable to send bulk emails when my limit has not been exceeded?
Your mass email limit is calculated on a daily basis (period considered is form 12 AM to 11:59 PM). Emails sent via mass emails, macros, email schedulers, and auto-responders are considered towards the mass mail limit.
Refer to edition wise limits to for more information your mass email limits.
Refer to edition wise limits to for more information your mass email limits.
You can increase your mass email limit at an additional cost. Please write to us at sales@zohocorp.com to increase your mass email limit.
You can easily plan and execute campaigns, and track the responses from contacts in CRM to make better sales decisions.
Also, check out the Zoho Campaigns Integration with Zoho CRM.
You can easily plan and execute campaigns, and track the responses from contacts in CRM to make better sales decisions.
Also, check out the Zoho Campaigns Integration with Zoho CRM.
How do I get the Calendar event that I accepted in Zoho Mail to appear in my Zoho CRM calendar by default?
- Go to Setup and the Select Calendar invites by email section.
- Under the Add Invites by email option, select the Zoho CRM calendar.
View email conversations from other Zoho CRM users' mailboxes in the same organization without configuring your mailbox.
Will BCC dropbox emails and their attachments be included in data backups?
Yes, the emails will be available in the email.CSV file, and the attachments in the attachments file.
How many email addresses can be added to the approved email list?
Up to 10 email addresses added to the list of approved email addresses.
Why can't I see "Leads" or "Contacts" in the search pattern?
The user who is creating BCC might not have permission to access the Leads or Contacts module. Check the profile permissions and organize modules.
Will BCC emails sync if the email address is in the Secondary Email field?
Yes, emails which are sent to the secondary email address of a contact will be synced in Zoho CRM.
If a contact has multiple email addresses and the 'company lead' name differs, will Zoho CRM still attach the BCC email?
If there are more than one contacts with the same email address, then the email will be attached to both the record's email related list.
Why do emails sent from CRM in the BCC Dropbox continue to show 'Sent' in the related list after being opened?
Email insights will not be tracked for emails sent to multiple recipients, including those in the 'CC' and 'BCC' fields.
Learn more about Email Insights
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