CRM Help

Managing Mail Merge Templates

Mail merge is a function that helps you to simplify repetitive tasks to create personalized documents (Forms, Letters, Address Labels, Envelopes, etc.). You can create a mail merge template that would contain the variables (merge fields) in it. Using the template, you can merge data from Zoho CRM and create the merged documents with accurate values for the variables.

Suppose you have to send personalized letters to numerous leads or create templates for service level agreements or other legal documents. In such cases, you need not manually type the details of each lead in the letters to personalize them. Instead, you can simply create a template with the merge fields from the leads module and later merge the data to get all the personalized letters.

Availability

  • Available in: Professional and Enterprise Editions
  • Permission Required: Zoho Writer Add-On

Create Template Folders

Template folders are useful to manage the different mail merge templates that you have created.

To create a template folder

  1. Go to Setup > Customization > Templates > Mail Merge Templates.
  2. In the Mail Merge Templates page, click Create Folder.
  3. In the Create Mail Merge Templates Folder page, enter the Folder Name.
  4. Click Save.

Create Mail Merge Templates in Zoho Writer

Zoho Writer is an online word processor that allows you to create and share documents online. You can create mail merge templates in Zoho Writer and use CRM data (Leads, Accounts, Contacts and Potentials) to create mail merge documents.

To create template in Zoho Writer

  1. Go to Setup > Customization > Templates > Mail Merge Templates.
  2. In the Mail Merge Templates page, click + Create Template in Zoho Writer.
  3. In the Create Template in Zoho Writer window, specify the following details:
    • Enter the Template Name.
    • Enter the Description for the template.
    • Select the Folder from the drop-down list. The template will be stored in the folder that you select.
    • Select the Module for which you want to create the template.
      The merge fields in the template will be based on the module that you select. You can create mail merge templates for both system-generated modules as well as custom modules.
  4. Click Create.
    A document will be opened in Zoho Writer.
  5. Click Tools > Mail Merge >Insert Fields and select the field(s) that you want to insert.

    The fields will be inserted in the specified place in Writer template.
  6. Changes will be saved automatically.

Import MS Word Templates

Mail Merge templates can also be created in Microsoft Word and you can import those templates in Zoho CRM. To use this functionality, you need to purchase the Zoho CRM plug-in for Microsoft Office. Note that, for merging the data, this feature is only supported in Internet Explorer 6 and above. See AlsoZoho CRM Plug-in for MS Office
Here is a Sample Template.

To import MS Word template

  1. Go to Setup > Customization > Templates > Mail Merge Templates.
  2. In the Mail Merge Templates page, click Import Template.
  3. In the Import Template window, specify the following details:
    • Click Browse to choose the Microsoft word file that you want to import.
    • Enter the Description for the template.
    • Select the Folder from the drop-down list. The template will be stored in the folder that you select.
    • Select the Module for which you want to create the template.
      The merge fields in the template will be based on the module that you select.
  4. Click Import Template.

Send Mail Merge Documents via Email

Once you have created and saved your mail merge templates in Zoho CRM, you can merge the documents with CRM records and email them to the desired customer/s at any time.

To send mail merge documents via email

  1. Go to the required module (Leads/Contacts/Accounts/Deals/Custom modules)
  2. Select the record.
    If you wish to send the document to a bunch of customers select the desired records in the Module List View.
  3. Click the More icon and click Mail Merge.
  4. In the Mail Merge popup, select the required document and click Merge.

    You will be redirected to the template in Zoho Writer. You can edit the template if required.
  5. On the left, under the Complete Merge section, click Email.
  6. In the Email Merged Document popup, select the email ID that the document should be sent to.
  7. Enter the details required to send the document as mentioned below.
    • From Address/Reply To: Zoho CRM offers you the flexibility of choosing different email addresses for the From/Reply To email fields.
      Which means, you can have emails sent from your personal email ID, but have the responses sent to your organization email ID, if you so wish. Simply select the appropriate email IDs in the From/Reply To email fields. You can choose from the following options:
      • your account email address
      • organization email address
      • email address of the record owner
    • Email field: Choose which email ID you want to send the mail merge document to - the person's primary or secondary address or an associated CRM user's email as well as any other custom email field. 
    • Subject: Enter a desired Subject line for the email.
    • Send (Email) As: You have the option of sending this mail merge document inline or as an attachment. 
      • Inline: The template content will be part of the email body
      • Attachment: The mail merge document will be sent as an attachment with the email.
    • Message: Enter a message to the recipient. This will be displayed in the body section of the email.
    • Attachment Name: If you choose to send the email as an attachment, enter a name for the attachment.
    • Additional Attachment: If you have additional attachments to send, you can browse for the required files and attach them here.

    Note that the subject can also contain a merge field of the desired module. Simply click the + icon to insert the merge field as shown in the image below.

  8. Click Send.
    The merged document will be sent to the chosen email IDs.

Note

  • Please note that you can send a maximum of 1000 mail merge emails from a CRM Organization account per day. 

Track Sent Mail Merge Emails

Once you have sent your mail merge documents via email, they can be tracked under the Emails Related List of the associated records (leads, contacts etc). You will check this related list to see the list of emails you have sent to a particular lead/contact and their status. Mail Merge Emails will also feature under this related list.

To view the Emails related list

  1. Go to the respective module, say Leads.
  2. Click the record in question.
  3. Scroll down to the Emails related list.
  4. Make sure to select "Emails Sent from CRM".
  5. You will find the list of emails, the source type and the status.

View Mail Merge Logs

At any point, you can track status of the sent mail merge documents using the Mail Merge Logs. The logs will give you details such as the "job" in progress, who is sending the email, document version and so on.

To view mail merge logs

  1. Go to the mail merge document/template in Zoho Writer.
  2. Click Tools > Mail Merge.
  3. Click View Mail Merge Logs found right under the Complete Merge section.

    Click the Filter to sort the templates based on their status - such as In Progress, Completed and Failed.

What's the difference between tracking mail merge template status under Emails Related List and Mail Merge Logs?

In the Detail page of a record, under the Emails related list, you will see the status and details of all sent emails associated to that particular record. They could be mails sent individually, mass mail, workflows or mail merge templates. For example, you can see all emails sent to James under the Email Related Lists. Mail Merge templates sent to him will also be listed here and you can track the status.

Whereas, in the Mail Merge Logs, you will see the status a particular mail merge template that's been sent to one person or many people. Example, you have sent a template called Service Level Agreement to 5 people. Mail Merge Logs will show the status of that particular template and its delivery status with respect to each recipient it is sent to.

  • Email Related List is recipient-based.
  • Mail Merge Logs is template-based.

Delete Mail Merge Template

To import MS Word template

  1. Go to Setup > Customization > Templates > Mail Merge Templates.
  2. In the Mail Merge Templates page, move the mouse pointer over the template.
  3. Click the Delete icon.

Share this post : FacebookTwitter

Still can't find what you're looking for?

Write to us: support@zohocrm.com