CRM Help

Configuring Zoho Mail Add-on

Setting up the Zoho Mail Add-on feature for Zoho CRM is very easy. You need to configure the Zoho Mail Add-on which enables the additional Email functionality in Zoho CRM and allows you to either keep the customer-specific Emails in your Zoho CRM account (Private) or share with other users within the account (Public). See Also Zoho Mail Settings

User Functions

Once the administrator has configured and enabled the Zoho Mail add-on, you have to set up the mail account by configuring the POP service for your Email account.


Important Note:

  • If your Email address contains @zoho.com or has a hosted Email domain in Zoho Business, you need not configure the POP account in Zoho Mail. You can directly select the mail box from the Zoho Mail Add-on page.
  • Using this Mail Add-on, you can add external accounts via POP protocol only. IMAP client functionality for accessing external accounts is not supported.

Set up Mail Account (POP)

  1. Log in to Zoho CRM.
  2. Click Setup > Apps & Add-ons > Zoho Apps > Zoho Mail.
  3. In the Zoho Mail Add-on page, click Configure Now.
  4. In the Zoho Mail Add-on page, click the Add Mail Account link.
  5. In the Zoho Mail POP3 Settings page, click Add POP3 Account.
  6. In the Add POP3 Account, specify the required details to configure POP service for your Email account.

    Note

    • If you do not use any POP clients other than Zoho Mail, your Username can just be username@gmail.com.
    • If you are using multiple POP clients, you need to tag the Username as 'recent:username@gmail.com'. Also, make sure that Leave messages in the server is selected for the Delete message settings option. Please note that this is applicable only to Gmail users.
  7. Click Test Account to authenticate the email account details are provided and check the incoming server.
  8. Click Create Account.
    The email account will be configured. You can enable this account as you default mail account.

  9. Click Save.
    See Also Zoho Mail help

Configure Mail Add-on

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

Private - Do not share Emails with colleagues

In this option, your Email account configured inside Zoho CRM is private. Other users cannot view Emails received from your leads and contacts.

Who can use this option?

CEOs and other Top Management team can use this option to keep their communication with customers confidential

What can you do?

  • You can view others Emails that are public
  • You can reply to others Email
  • Other users cannot view your sent Emails from Zoho Mail
  • Others cannot view your received Emails
Custom - Share Emails from the selected leads and contacts

In this option, users can share the Emails received from the selected leads and contacts. So other users can view your Emails from the selected customer records.

Who can use this option?

Sales Reps and Managers directly responsible for day-to-day customer interaction can use this option.

What can you do?

  • You can view others Emails that are public
  • You can reply to others Emails
  • Other users can view your sent Emails from Zoho Mail
  • Other users can view your received Emails
Public - Share Emails from all leads and contacts

In this option, users can share the Emails received from all leads and contacts. Other users can view your received Emails from the all customer records. Since Emails from all the records are shared globally, you cannot view the Share Email check box in Lead or Contact page.

Who can use this option?

Sales Reps and Managers directly responsible for day-to-day customer interaction can use this option.

What can you do?

  • You can view others Emails that are public
  • You can reply to others Email
  • Other users can view your sent Emails from Zoho Mail
  • Other users can view your received Emails

How can I restrict sharing of Emails from colleagues and specific customer domains?

You can restrict viewing of Emails from your company Email domains and specific customer domains by excluding the required Email domains. With this option, you can only view the Emails received from these excluded domains like personal account. Please note, in this option emails received from other Email domains are globally shared with all users in your Zoho CRM account.

Why there is no default for a "Complete Sharing" 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.

Configuring Mail Add-on involves two steps:

  • Mailbox and sharing settings.
  • Advance settings

To set up a personal email account

  1. Log in to Zoho CRM.
  2. Click Setup > Apps & Add-ons > Zoho Apps > Zoho Mail.
  3. In the Zoho Mail Add-on page, do the following:

    • Choose the Mailbox that you want to configure with CRM.
      All the POP accounts that you have set up will be available in the list.
    • Choose the Private -Only me option.
    • Under Advanced Settings, click the Consolidate all my customers emails in a single place inside Zoho mail check box, if required. If you select this option, all the emails you recieve from your customers (leads and contacts) will be listed in one folder. You can select this folder, or choose to flag the emails by choosing a label in the next step. See Also MailMagnet
    • Choose Folder or Label. Based on your selection, the customer emails will be grouped in your Zoho Mail inbox.
      This option is applicable only if you have configured Zoho Mail.
  4. Click Save.

Note

  • The email address that you select here will be used when you send emails to the leads, contacts, etc. from the CRM account.

To set up email accounts with selected records sharing options

  1. Log in to Zoho CRM.
  2. Click Setup > Apps & Add-ons > Zoho Mail.
  3. In the Zoho Mail Add-on page, do the following:


    • Choose the Mailbox that you want to configure with CRM.
    • Choose the Custom - Record-level Sharing option.
    • Under Advanced Settings, click the Consolidate all my customers emails in a single place inside Zoho mail check box, if required. If you select this option, all the emails you recieve from your customers (leads and contacts) will be listed in one folder. You can select this folder, or choose to flag the emails by choosing a label in the next step. See Also MailMagnet
    • Choose Folder or Label. Based on your selection, the customer emails will be grouped in your Zoho Mail inbox.
      This option is applicable only if you have configured Zoho Mail.
  4. Click Save.
    You can choose individual records and then select the Share Email check box under the Email Related List.

To set up email accounts with all records sharing options

  1. Log in to Zoho CRM.
  2. Click Setup > Apps & Add-ons > Zoho Apps > Zoho Mail.
  3. In the Zoho Mail Add-on page, do the following:

    • Choose the Mailbox that you want to configure within Zoho CRM.
    • Choose the Public - Complete Sharing option.
    • In the Exclude Domains field, specify the Email domains to be excluded from sharing.
      Please note that you can specify only a maximum of 5 domains.
    • Under Advanced Settings, click the Consolidate all my customers emails in a single place inside Zoho mail check box, if required. If you select this option, all the emails you recieve from your customers (leads and contacts) will be listed in one folder. You can select this folder, or choose to flag the emails by choosing a label in the next step. See Also MailMagnet
    • Choose Folder or Label. Based on your selection, the customer emails will be grouped in your Zoho Mail inbox.
      This option is applicable only if you have configured Zoho Mail.
  4. Click Save.

Change Password for POP Accounts

When you change the password of your POP account, you also need to update the password under Settings, in Zoho Mail to continue retrieving emails without any problem. If you have a wrong password, the emails will not be retrieved in your Mail account.

To change an incoming password

  1. Log in to Zoho CRM and click the Email tab.
    Alternatively, log in to https://mail.zoho.com.
  2. Click Settings > Mail > Mail Accounts.
  3. Click the Edit Icon for the corresponding email account, to update the password.
  4. Specify the new password and click Save.

To change an outgoing password

  1. Log in to Zoho CRM and click the Email tab.
    Alternatively, log in to https://mail.zoho.com.
  2. Click Settings > Mail > Send Mail as.
  3. Click the Edit Icon for the corresponding email account, to update the password.
  4. Specify the new password and click Save.

FAQ

1. How can I set up an Email account to share all customer emails with other users?

2. What happens if I change the email address of a Lead or Contact in CRM?

3. Are there any limitations in sending emails?

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