Zoho Invoice

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Emails

The Emails section under Settings lets you take control of the emails sent from your organisation. Here, you can configure the email preferences or customise the email templates.

Sender Email Preferences

You can configure the email addresses that are used in the From field of emails sent from Zoho Invoice. However, these emails can sometimes land in your recipient’s spam folder, causing them to go unnoticed. This happens when the email address in the From field of an email belongs to a domain that does not have SPF and DKIM records.

What are SPF and DKIM records?

By adding an SPF (Sender Policy Framework) record to your domain, your recipient’s mail server will be able to verify that Zoho Invoice is sending emails using your email address with your domain’s permission. Without the SPF record, the emails that Zoho Invoice sends on behalf of your domain will mostly end up in your recipient’s spam folder. 

DKIM (Domain Keys Identified Mail) is also used for preventing spam and allows the recipient email server to verify whether an email was sent and authorized by the owner of that domain. 

DKIM and SPF records are effective in preventing spam when used together. For this reason, Zoho Invoice will consider a domain as authenticated only if it has both SPF and DKIM records.

Read on to learn more about sender email preferences:

Domain Classification

Zoho Invoice has classified domains into 3 categories to help you identify the email addresses, which if used in the From field of emails, could cause them to go to the spam folder.

To find out which category your email addresses belong to, go to Settings > Emails > Sender Email Preferences.

The 3 categories that you will find in this page are:

1. Unauthenticated Domains

Email addresses that belong to a domain without SPF and DKIM records will be listed here. If any of these email addresses are selected in the From field of an email sent from Zoho Invoice, the email address in the From field will be replaced automatically with message-service@sender.zohoinvoice.com, which is Zoho Invoice’s own email address. This is done to prevent the email that you send from landing in the Spam folder. 

It’s important to note that the message-service@sender.zohoinvoice.com address will only be used in the From address for emails and not the Reply-To address. i.e, your customers will still be able to see your name in their inbox and when they reply, their email will be delivered to your own email inbox. 

To use the email addresses under this category in the From field, you must authenticate their domains.

Unauthenticated Domains

2. Authenticated Domains

Email addresses that belong to a domain with both SPF and DKIM records will be listed here. These email addresses can be used in the From field of emails sent from Zoho Invoice without worrying about them ending up as spam. 

Aauthenticated Domains

3. Public Domains

If you use an email address that belongs to a public domain, such as Gmail or Yahoo Mail in the From address of emails sent from Zoho Invoice, it will be replaced with message-service@sender.zohoinvoice.com. This is because SPF and DKIM records cannot be added for public domains and can only be added for domains that you own. 

If you still wish to use emails listed in this category in the From address, you can do so by clicking change setting.

Public Domain

Next, select Sender’s email address in the pop-up that follows.  Now, email addresses from public domains will not be replaced with message-service@sender.zohoinvoice.com.

Settings of Public Domain

Warning: We strongly recommend that you use message-service@sender.zohoinvoice.com instead of email addresses from a public domain to prevent your emails from ending up as spam.

Authenticate Domains

Emails listed under the Unauthenitcated Domains section can be authenticated by adding SPF and DKIM records for their domains. 

To do this: 

Authenticate Domains

Insight: It will take a while for your newly added records to reflect on the DNS server. If your validation fails, wait for a while and try again. Also, you can continue to use Zoho Invoice while the records are being validated. 

A few points to note about adding SPF and DKIM records:

If an SPF record already exists for your domain, i.e, you’ve added an SPF record for a different service in the past, you must remove v=spf1 from the SPF record before adding it to your domain.  If you use GoDaddy as your domain name provider, the Host Name for the DKIM record will have to be slightly modified. You will have to remove your domain name alone from the record, before adding it. For example, if the Host Name is 1522406527365._domainkey.patricia.com, you will have to remove your domain name from it and add 1522406527365._domainkey alone. 

Now, your domain has been authenticated and it will be listed under the Authenticated Domains category. The emails from this domain can be used in the From address, without having it replaced or worrying about it landing in spam. 

Other Actions

You can perform a few other actions from the Sender Email Preferences page.

Mark Primary Contacts

A primary contact is an email address that will be used as the point of contact between your Zoho Invoice organisation and Zoho. Updates regarding your Zoho Invoice organisation, such as subscription renewals and usage related emails will be sent to this email address.

Also, this email address will be used as the default in the From address of emails sent from Zoho Invoice, unless you change it manually while sending an email.  

To mark a contact as primary, hover over an email address and click Mark as Primary Contact.

Public Domain

Add New Sender Email Addresses

You will be able to add new sender email addresses and select them when you send emails from Zoho Invoice. To do this: 

Add new sender

Now, a verification email will be sent to the email address that you added. Once the email address has been verified, you will be able to use it in the From field of emails sent from Zoho Invoice. 

Insight: Adding an email address this way will only enable the email address to be used for sending emails from Zoho Invoice and is not to be confused with  adding users to your organisation.

Resend Verification Emails

As mentioned in the previous section, when you add a new sender email address, a verification email will be sent to that email address. However, if the email was not received, you can resend the verification email. Here’s how:

The verification email will be sent again.

Edit/Delete Email Addresses

You can choose to delete your users’ email addresses from Zoho Invoice by clicking the Trash Can icon, which can be found on the right side of an email address. Click the Pencil icon if you want to edit the Name of the user.

Edit or delete address

Pro Tip: To edit or change an email address, you will have to delete the existing one and add a new sender email address again.


Email Insights

Emails are the conventional method of communicating with customers. However, it could be a hassle to check whether your customers have viewed the emails that you have sent them. The Email Insights feature in Zoho Invocie lets you keep track of the notification emails sent to customers. With this, you can know when a customer has opened a notification email.

Let us understand this better with a scenario:

Scenario: Patricia sends an invoice to her customer John via email, and requests an immediate payment for the same. However, John claims that he has not yet received the invoice. Since Patricia has enabled Email Insights, she could view the exact time and date John has viewed the invoice. This helps her to take further actions appropriately.

Read on to learn more about email insights:

Enable Email Insights

Once you enable Email Insights, you can track the notification emails sent for the following modules:

To enable Email Insights:

Enable Email Insights

Track Email Status of Transactions

After you have enabled email insights, you can view the status of the notification email in the following places:

Transaction List View: In the transaction list page, you can view the date and time the customer opened the email. To view this, navigate to the desired module, say Invoices. The status of each sent email is indicated with the help of the following icons:

Pro Tip: Alternatively, you can filter by ‘Client Viewed’ to view the list of transactions viewed by your customer (through Client Portal or email).

Track Emails in List Page

Transaction Details Page: You can view the date and time the notification email was opened, in the COMMENTS & HISTORY tab of the corresponding transaction.

Track Emails in Details Page

Insight: If the email you sent has multiple recipients or has users’ email address in CC or BCC, the corresponding transaction will be marked as viewed when any one of them views it.

How does Zoho Invoice track email activity?

Zoho Invoice uses the web beacon trafficking (the industry standard followed by email service providers for tracking emails) to track the emails sent to your customers. 

A small graphic (one-by-one pixel) is embedded at the bottom of the HTML emails sent from Zoho Invoice. When a recipient opens the email and chooses to Display images in it, this tiny image is downloaded from our server. This download enables Zoho Invoice to track when your email was opened. This simple method, however, comes with its limitation that the email will be marked as open only if the recipient has chosen to display images.

Pro Tip: For a more accurate tracking, request your customers to include your email address in their address book or make sure they choose to display images on the email.


Email Templates

Email templates in Zoho Invoice lets you create unique, customer-centric notification emails that can be sent to your customers. You can create email templates that is in line with your business and customise the email content accordingly. 

Read on to learn more about email templates:

Create an Email Template

To create a new email template:

Pro Tip: You can also Clone a pre-loaded email template, make changes to it, and then save it as a new template.

Create email template Create email template Email Template Options

Customize Email Template

You can personalise the email content of the template to be in-line with your business. Here’s how you can create tailor-made emails to send to your customers:

Create email template

Associate Email Template to a Customer

Add a personal touch to the notification emails sent to different customers. In Zoho Invoice, you can send client-specific notification emails to customers by assigning email templates for them. Once you have created email templates, here’s how you can associate them to a customer:

Insight: Once you associate a template to each notification for a customer, they will be set as the default templates for all future email notifications sent to that customer. You can choose to change them any time.

Associate template to customer
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