CRM Help

Configuring Zoho Mail Add-on

Set up email account via POP3

Zoho CRM lets you configure a Zoho Mail account or a third party email account via POP3.

An important point to note here is that Zoho CRM uses Zoho Mail to fetch emails and display them within CRM. Therefore, whether you wish to configure a Zoho Mail account or a third party email account via POP3, it is mandatory for you to have a Zoho Mail account.

  • If you already have a Zoho Mail account, your existing mailbox will be displayed under the POP3 settings.

    If you do not already have a Zoho Mail account, you will be prompted to configure an account from inside Zoho CRM. Upon successful configuration, this new mailbox will be added under the POP3 settings.

Once you have a Zoho Mail account, you can add multiple mailboxes (whether Zoho Mail or other services) under POP3 accounts. Note that only one mailbox can be active at a given point of time.

To set up a custom email account via POP3

  1. Click Settings > Setup > General > Email Settings.
  2. Under the Custom Email Integrations section, click POP3.
  3. In the Add POP3 Account page, enter the following details:
    • Account Name: Enter a name for the mailbox.
    • Email address: Enter the email address you wish to configure.
    • Incoming server: Enter the incoming server of the email. For example, pop.gmail.com (for a GMail account) or pop.zoho.com (for a Zoho Mail account).
      If you are not sure about this detail, check with your system administrator.
    • Port: Enter the port number. For example, 995.
    • Select SSL, if required.
    • Username: Enter the username or email address of the desired account.
    • Password: Enter the password of the email address configured.
      If you have enabled two-factor authentication for the account, you must enter the app specific password and not the regular password.
    • If required, select the Use the same credentials for the outgoing mail server checkbox.
      The outgoing server details will also be populated. If not, provide the outgoing server details.
    • Delete Message Setting: These settings determine when the emails in the server should be deleted. Select a desired option.

    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.
  4. Under the Email Sharing Permissions section, select a desired option.
    • Public - Complete Sharing
    • Custom - Record-level Sharing
    • Private -Only me
  5. Click Add Account.
    The configured account will be added to the list of POP3 accounts.

Set email sharing settings

The email accounts added in Zoho CRM via POP3 can be made public, private or shared among a specific group of users.

To set up email sharing settings

  1. Log in to Zoho CRM.
  2. Click Settings > Setup > General > Email Settings.
  3. In the Email Settings page, choose the mailbox for which you wish to configure email sharing.
  4. Under the Email Sharing Permissions section, choose one of the following options:
    • Public - Complete Sharing: Share your emails with all other users in your organization.
      • 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.
    • Custom - Record-level Sharing: Share emails received from selected leads and contacts with other users.
      You can choose individual records and then select the Share Email check box under the Email Related List.
    • Private -Only me: Other users in your organization cannot view any of your emails.
  5. 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
  6. 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.
  7. Click Save.
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.

Change Password for POP3 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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