CRM Help

Synchronizing Google Mail with Zoho CRM

You can synchronize customer-specific Emails between Google Apps and Zoho CRM by configuring the POP3 in Zoho CRM. Specify the Email address and password to configure your Google Apps' Email in Zoho CRM. After configuring the Email, you can view the customer-specific Emails under the lead or contact page.

Benefits

  • Centralize all customer information and Email correspondence inside Zoho CRM
  • Associate customers' Email conversation with CRM data (leads, contacts and potentials)
  • Share and update customer-specific Emails with other users within the account
  • Send and receive Emails simultaneously in Zoho CRM and Gmail (Google Apps)

Key Features

  • Email tab inside Zoho CRM
  • Send and receive all your Emails without leaving Zoho CRM
  • Share customer Emails with colleagues
  • Thread view of Email conversations
  • Synchronize sent and received Emails with Google Apps

1. Set up Gmail in Zoho CRM

  • User Functions
  • Administrator Functions

Google Apps User Functions

Once the IT administrator has enabled the Zoho Mail add-on, you have to configure the Gmail for your email account.

  • Step 1: Configure Gmail Account in Zoho CRM
  • Step 2: Configure Zoho Mail Add-on options

Step 1: To configure Gmail in Zoho CRM, follow these steps:

  1. Log in to Google Apps.
  2. In the Google Apps Dashboard, select the Google service.
  3. Select Zoho CRM from Google's universal navigation.
  4. In Zoho CRM, click Setup > Apps & Add-ons > Google Apps > Email.
  5. In the Configure Google Email page, specify your Google Apps password.
  6. Click Configure Now.
    Your Google Email account will be configured in Zoho CRM. Now, you are ready to send emails to leads or contacts.

Configure Mail Add-on

While configuring Zoho Mail Add-on, you can either share the customer emails with other users (Public) or keep them personal (Private) in your Zoho CRM account.

Private Email Account Email Account with Sharing
Other Users cannot view your customer emails Other Users can view your customer emails
CEO and other Top Management team can use this option to keep their communication with customers confidential Share with Sales Reps and Managers who are directly responsible for day-to-day customer interaction. Hence, sharing of email communication helps management to take a better decision.
What can you do? What can you do?
You can view others emails that are public You can view others emails that are public.
You can reply to others email You can reply to others email.
Other users cannot view your sent emails from Zoho CRM Other users can view your sent emails from Zoho CRM.
Other users cannot view your received emails Other users can view your received emails.
  Why there is no default Public option?

To protect the privacy of email conversation with customer. For example, John, newly joined sales manager in your organization adds CEO’s email ID as a contact in CRM. Now Adam, another Sales manager can view the conversation between John and CEO, which is not allowed in a real-time scenario.

Step 2: To set up private or shared email account

To set up private email account, follow these steps:

  1. Log in to Google Apps.
  2. In the Google Apps Dashboard, select the Google service.
  3. Select Zoho CRM from Google's universal navigation.
  4. In Zoho CRM, click Setup > Apps & Add-ons > Zoho Apps > Zoho Mail.
  5. In Zoho Mail Add-on page, select Private Account option.
  6. Select a mailbox to configure within Zoho CRM.
  7. Click Save.

To set up shared email account, follow these steps:

  1. Log in to Google Apps.
  2. In the Google Apps Dashboard, select the Google service.
  3. Select Zoho CRM from Google's universal navigation.
  4. In Zoho CRM, click Setup > Apps & Add-ons > Zoho Apps > Zoho Mail.
  5. In Zoho Mail Add-on page, do the following:
    • Select the Share Email option.
    • Select the mail box.
    • Enter your Google Apps password.
  6. Click Save.

Administrator Functions

The important functions of the Google Apps domain Administrator in the process of configuring Gmail inside Zoho CRM are:

  • Step 1: Subscribe to the Zoho Mail Add-on
  • Step 2: Activate Zoho Mail Add-on to Google Apps users
  • Step 3: Activate Emails tab in the user profile settings
  • Step 4: Select Emails in the tab settings
  • Step 5: Select Emails in the lead, contact and potential page settings

Step 1: To subscribe Zoho Mail Add-on, follow these steps:

  1. Log in to Google Apps.
  2. In the Google Apps Dashboard, select the Google service.
  3. Select Zoho CRM from Google's universal navigation.
  4. In Zoho CRM, click Upgrade.
  5. In the Choose Plan page, click Manage your Plan.
  6. In the Manage Subscription page, select the Number of Zoho Mail Add-on Users.
  7. Click Update Account.
  8. In the Credit Card Information page, complete the credit card transaction.
    After the successful transaction, you can activate Zoho Mail Add-on for the Google Apps users.

Step 2: To activate Zoho Mail Add-on to the Google Apps users, follow these steps:

  1. Log in to Google Apps with Super Administrator's privilege.
  2. In the Google Apps Dashboard, select the Google service.
  3. Select Zoho CRM from Google's universal navigation.
  4. In Zoho CRM, click Setup > Subscription Manager > Activate Users.
  5. In the Activate Users page, click Edit and select the Zoho Mail Add-on check box for the required users.
  6. Click Save.

Step 3: To activate Emails tab, follow these steps:

  1. Log in to Google Apps with Super Administrator's privilege.
  2. In the Google Apps Dashboard, select the Google service.
  3. Select Zoho CRM from Google's universal navigation.
  4. In Zoho CRM, click Setup > Users & Permissions > Profiles.
  5. In the Profiles page, edit the profile (for eg: Standard Profile).
  6. In the Edit Profile page, under the Tab Visible column, select the check box for Emails.
  7. Click Save.

The table below explains when the Emails tab gets enabled for the Google Apps users:

Zoho Mail Add-on Profile for Emails Tab Result
Activated Activated Email tab is visible to the user
Activated Deactivated Email tab is invisible to the user
Deactivated Activated Email tab is invisible to the user
Deactivated Deactivated Email tab is invisible to the user

See Also, Managing Profiles

Step 4: To select Emails in the Tab Settings, follow these steps:

  1. Log in to Google Apps with Super Administrator's privilege.
  2. In the Google Apps Dashboard, select the Google service.
  3. Select Zoho CRM from Google's universal navigation.
  4. In Zoho CRM, click Setup > Customization > Tabs > Organize Tabs.
  5. In the Organize Tabs page, make sure that Emails is under the Selected Tabs list.
  6. Click Save.

Step 5: To select Emails in the Lead/Contact Page Settings, follow these steps:

  1. Log in to Google Apps with Super Administrator's privilege.
  2. In the Google Apps Dashboard, select the Google service.
  3. Select Zoho CRM from Google's universal navigation.
  4. In Zoho CRM, click Setup > Customization > Layouts > Lead.
  5. In the Organize Lead Details page, make sure Emails option is under the Selected List.
  6. Click Save.
    Follow the same procedure in Contacts and Potentials modules.

Note

If the Zoho Mail Add-on is deactivated, users cannot performthe following:
  • Configure Zoho Mail Add-on
  • Fetch emails from Gmail to Zoho CRM
  • View the Email tab inside Zoho CRM
  • Share Email and Users drop-down list options in lead or contact page
  • View emails sent from Gmail in CRM and vice versa
  • View Reply and Reply All options

2. Send Emails to Business Contacts

Through Leads, Contacts or Potentials module

  1. Click Leads, Contacts or Potentials tab.
  2. In the [Module] Home page, select the record.
  3. In the Record Details page, go to Mails Related List and click Send Mail.
  4. In the Compose Email page, enter the message, attach files, add email IDs in CC & BCC fields.
  5. Click Send.
    The email will be sent to the recipient with a copy of the Email stored under the Emails related list view and the Sent folder of Gmail.

Through Zoho CRM Emails tab

  1. Click Emails > Compose.

The rest is the regular email process. The compose window is similar to any Mail compose editor with a set of editing and formatting options. If you have configured your Outbox, then the Emails will be sent after an interval of few minutes.

Through Gmail

With just a few simple steps in the settings you can send mails from your Gmail account and view them as sent items in Zoho CRM. To get this option working for your Gmail account, configure the Filter for Gmail POP account in Zoho Mail as given below:

  1. Log in to Zoho Mail.
  2. Click Settings > Personalize > Filters.
  3. Click Add Filter.
  4. In the Filters popup window, do the following:
    • Enter a Filter name.
    • For the message criteria, select Sender Is with your Gmail account (...@gmail.com)
    • In the Move to Folder option, browse and select Sent.
    • Click Save.
  5. Select the Filter and click Run through Filter.

3. Receive Email from Business Contacts

When you receive an Email from business contacts in Gmail, it is automatically fetched into Zoho CRM. The received Emails that are related to the particular lead, contact or potential will then get listed under the Emails section in that Lead's, Contact's or Potential's page respectively. Emails related to the primary contact are also listed under the Email section in Potential page.

Note

  • After configuring your Zoho Mail Add-on as a shared account, you need to enable sharing option for each Lead, Contact or Potential.
  • Even while configuring your Zoho Mail Add-on as private account, you can view Emails of other users provided they have enabled.
  • Any change in your Google Apps password should be updated in the Gmail configuration page, else you will not see the Emails in Leads, Contacts, or Potentials modules.
  • Leads, Contacts and Potentials with no Email address will not display any Emails in their Email section.
  • Changes made in the Email address (for Leads or Contacts) will fetch only the Emails linked to the new Email address. Emails linked to the previous email address will no more be available in the CRM. However, you can refer old Emails in Gmail.
  • Change in the Mailbox (email address configured for Zoho CRM) will not display the emails of the previously configured Mailbox. These emails will however be available in Google Apps.
  • Emails for the deactivated Google Apps users will not get displayed in the Leads, Contacts or Potentials page. However, the Emails can be viewed in the individual's Email account in Google Apps.

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