CRM Help

Sending and Receiving Mail

Email communication is no more the same within Zoho CRM. With the Zoho Mail Add-on, now you can send Emails to your Leads, Contacts and Potentials modules. You need not go to your favorite Email service to communicate with your contacts. With the Zoho Mail Add-on, you can integrate your favorite mail client with Zoho CRM and Zoho CRM becomes one-stop for all your business communication.

Email Limits

In Zoho CRM, you can send either bulk emails or individual emails. Following are the limits for sending emails based on your account's Edition.

For Individual Emails

The email limit for the organization will be calculated based on the total number of confirmed and active users in the account.

  • In the Free Edition - 50 x total confirmed and active users (per day, per organization). 12 AM to 11.59 PM GMT is considered as one day.
    For example, you have 3 active and confirmed users in your organization's account. Then the total number of individual emails that a user or all 3 users can send per day, from their organization account will be up to 150 (50 x 3) emails.

  • In the Paid Editions - 300 x total confirmed and active users (per day, per organization). 12 AM to 11.59 PM GMT is considered as one day.
    For example, you have 5 active and confirmed users in your organization's account. Then the total number of individual emails that a user or 5 users can send per day, per organization will be up to 1500 (300 x 5) emails.

For Mass Emails

  • You can send mass emails based on your Zoho CRM Edition. 12 AM to 11.59 PM GMT is considered as one day, to calculate the email count.
  • The mass emails per day, per company includes Autoresponders, active email Schedulers, Macros and Mass emails.
  • You can also increase the mass email limit up to 2250 per day, per organization for an additional cost. Please write to us at sales@zohocorp.com to increase your mass email limit.

Sending Email

Through Leads, Contacts or Potentials Module

  1. Click the [Module] tab.
    Module refers to the Leads, Contacts, Accounts, etc. tabs.
  2. In the [Module] Home page, select the record from the List View.
  3. In the Record Details page, go to Emails Related List and click Send Mail.
  4. In the Compose Mail page, enter the email message, attach files, and specify additional email addresses in CC & BCC fields.
  5. Click Send.
    The email will be sent to the recipients with a copy of the mail stored under Emails Related List, in the sent folder of Zoho Mail and your configured mail client. See Also Attachment Limit

Through the Emails Tab

You will get the email tab only if you have the Zoho Mail Add-on in your CRM account.

  1. Click the Emails tab.
  2. Click Compose from the left panel.
    While entering the recipient email, by specifying the first 3 letters of a name, you can search the leads's or contact's in CRM.
    The attachment limit while sending emails using Zoho Mail Add-on is 10MB. (Applicable in any Edition) See Also Attachment Limit

The rest is the regular Email process. The compose window is similar to any mail compose editor with its set of editing and formatting options. If you have configured your outbox, then the mails will be sent after an interval of few minutes.

Through Gmail Account

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 Mail as well as in Zoho CRM.
To get this option working for your Gmail account, configure the Zoho Mail filter for Gmail POP account:

  1. Log in to Zoho Mail, click Settings > Mail Organization > Filters > Add Filter.
  2. In the Filters page, do the following:
    • Add 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.

Note

  • The above option works only if you have integrated Gmail with Zoho CRM.

Attach Documents

You can send email in two ways: Form the Email tab or directly from the record (in a module). While sending emails you can attach documents from your local drive, Zoho Docs and Google Docs. Please note that you can send emails only from the Leads, Contacts, Potentials, Purchase Order, Sales Orders, Quotes and Invoices modules.

To attach documents

  1. Click the [Module] tab.
    Module refers to the Leads, Contacts, Accounts, etc. tabs.
  2. In the Module Home page, select a record.
  3. In the Record's details page, under Emails Related List, click Send Mail.
  4. In the Email Compose window, select the option through you want to upload an attachment.

Note

  • Attach form Zoho Docs is available only after you configure your Zoho Mail Add-on.
  • In the Free Edition, you can attach files up to 3MB.
  • In the Professional and Enterprise Editions, you can attach files up to 10MB.
  • Zoho Mail Add-on users in any Edition can attach files up to 10MB.
  • You can attach a maximum of 5 attachments from the Zoho Docs in a single email.

Receiving Emails

When you receive an Email, the Zoho Mail servers fetch it into the Zoho Mailbox. The same mail is then fetched into Zoho CRM. The received mails 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. Mails related to the main contact associated to the potential are listed under the Email section in Potential page.

Important Notes:

  • After configuring your Zoho Mail Add-on as an Account with record-level sharing option, you need to enable sharing option for each Lead, Contact or Potential.
  • Even while configuring your Zoho Mail as private account, you can view mails of other users provided they have enabled.
  • Leads, Contacts and Potentials with no Email address will not display any mails in their Email section.
  • Changes made in the Email address (for Leads or Contacts) will fetch only the mails linked to the new Email address. Mails linked to the previous Email address will no more be available in the CRM.
  • 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 Zoho mail.
  • Emails for the deactivated users will not get displayed in the Leads, Contacts or Potentials page. However, the Emails can be viewed in the individual's mail account.
  • While searching the mails of a particular contact, archived emails from your account will also be listed.

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