CRM Help

Managing Zoho Mail Add-on Users

The Zoho Mail Add-on helps you to manage all the customer correspondence within your Zoho CRM account. It helps you to keep track of all the email communication between the customers and the CRM users. In addition to this, as an administrator, you have the following set of features to manage the Zoho Mail Add-on users.

  • Take a backup of the deactivated user's mail account
  • Lock Mail Add-on Configurations
  • Unlock Mail Add-on Configurations

These features are beneficial in a situation when a user, utilizing Zoho Mail Add-on, is deactivated in Zoho CRM. When a user is deactivated, all the email conversations the user had with the customers, are lost. To avoid such a problem, you have the option to take a backup of the deactivated user's email account. By doing so, the emails associated to the records in CRM will be restored and available for the other users (Sales Reps) to take over.

Note

  • You can take a backup of the email accounts with Record-Level Sharing and Complete Sharing Account Types only. Also, the administrator can lock the mail add-on configuration of the users, so that they do not change their email account settings to Private Account, before their accounts are deactivated.
  • The email address domain, of the account that you want to take backup, should match with your domain.

Availability

Profile Permission Required: Users with the Administrator profile can access this feature.

Take Backup of User's Email Account

You can take a back-up of the deactivated user's email account only if the Account Type is Record-Level Sharing or Complete Sharing. Once you take the backup, all the user's emails associated to the records in Zoho CRM will be available.

To take a data backup

  1. Click Setup > Users & Permissions > Zoho Mail Add-on Users.
  2. In the Zoho Mail Add-on Users page, all the active and confirmed users using Zoho Mail Add-on will be listed.
    You can view the Mailbox, Account Type details for all the users. For the deactivated user, the Email Backup Details will also be available.
  3. Click Back up Data.
    The backup of the emails associated to the CRM records will be initiated. Once the backup is taken, the Status will be Completed.

Lock Zoho Mail Add-on Configuration

The configurations for Zoho Mail Add-on can be changed only by the users themselves. You cannot change the configurations of other user's mail accounts, however, you can lock the configurations as an Administrator. On locking it, the user will not be able to change the mail add-on settings, which includes changing the Account Type or the mailbox.

This feature is helpful when you plan to take a backup of the deactivated user's mail account. You can take a backup for Account Types with only Record-Level Sharing and Complete Sharing options. So, in order to restrict the user from changing the account type to Private mode, you can lock the mail add-on configuration.

Note

  • If there is more than one Administrator in your Zoho CRM account, you will not be able to lock or unlock your own Mail Add-on configurations. You can only lock it for other administrators.
  • If you are the only Administrator in your Zoho CRM account, you can lock or unlock your own Mail Add-on configurations.
  • You will not be able to lock the Mail Add-on configuration of the users who have set their account as Private.

To lock mail add-on configurations

  1. Click Setup > Users & Permissions > Zoho Mail Add-on Users.
    All the active and confirmed users utilizing Zoho Mail Add-on will be listed.
    You can view the Mailbox, Account Type details for all the users. For the deactivated user, the Email Backup Details will also be available.
  2. Click Lock Configuration for the corresponding user.

Unlock Zoho Mail Add-on Configuration

As an Administrator, you can always lock the Mail Add -on configurations for the users, to restrict them from changing the settings and also unlock the configurations.

Note

  • If there is more than one Administrator in your Zoho CRM account, you will not be able to unlock your own Mail Add-on configurations. You can only lock it for other administrators.
  • If you are the only Administrator in your Zoho CRM account, you can unlock your own Mail Add-on configurations.

To unlock mail add-on configurations

  1. Click Setup > Users & Permissions > Zoho Mail Add-on Users.
    All the active and confirmed users utlizing Zoho Mail Add-on will be listed.
    You can view the Mailbox, Account Type details for all the users. For the deactivated user, the Email Backup Details will also be available.
  2. Click Unlock Configuration for the corresponding user.

Take the Latest backup

When a user is deactivated, a backup of the user's mail account can be taken. There can also be a case when the user rejoins the company and uses the CRM account to send emails. If the user is deactivated again, you can take a backup of the latest emails associated to the CRM account.
Two cases when the Latest Backup option will not be available:

  1. If the user does not save the Zoho Mail Add-on configuration once the administrator activates him. User needs to log in to his account and save the mail add-on configuration.
  2. If the user modifies the setting to Private account, the administrator cannot take a backup after deactivating the user again.

To take latest backup

  1. Click Setup > Users & Permissions > Zoho Mail Add-on Users.
  2. In the Zoho Mail Add-on Users page, select the check box corresponding to the deactivated user.
  3. Click Latest Backup.

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