Zoho Mail User Guide

Zoho Mail Add On:

Zoho Mail Add on is the integration between Zoho Mail and other Zoho services like Zoho CRM or Zoho Recruit etc. This enables you to track the email communications between a particular contact/ lead in CRM or the email transactions between a recruiter and a prospect candidate. The Zoho Mail Add on mainly depends on the email address, using which the Mail Add-on is configured. You need to configure the Mail Add on in the respective Zoho Service, before you can view the correspondences in Zoho CRM or Zoho Recruit. 

When you configure your Mail Add-on in the Zoho CRM or Zoho Recruit you can choose either your Zoho hosted account or any of the POP accounts configured in Zoho Mail.If your account is not hosted with Zoho, you can configure your mail add-on by configuring your external account as POP in Zoho Mail. However Zoho Mail cannot be used as an IMAP client and external accounts cannot be configured via IMAP.

When configuring Mail Add on, you can choose any of the accounts listed in Zoho Mail Settings >> Mail Accounts section. 

Domain Hosted with Zoho:

If your domain is email hosted with Zoho, you can directly configure the Zoho hosted account as Mail Add on account in Zoho CRM. Further Zoho Mail provides POP/ IMAP and Active Sync features, which allow you to send/ receive emails from webmail or any email client and everything will be in sync with your Zoho CRM account.

Emails sent from CRM, with Zoho Hosted accounts:

If your domain is hosted with Zoho, any email your send from Zoho Mail will be automatically linked to the contacts/ leads in Zoho CRM. If you send an email from Zoho CRM, the emails will be available in other email clients like Outlook/ Thunderbird/ iPhone etc. Your emails will be in sync across the devices you use. 

Emails sent from Outlook/ iPhone etc., with Zoho Hosted accounts:

When you send an email from Outlook/ iPhone etc from Zoho hosted accounts, a copy of emails will be automatically places in your Sent folder and hence seamlessly linked to your Zoho CRM leads / contacts. Similarly the emails will also be available in other devices, if you use IMAP/ Active Sync. 

Advantages Email Hosting with Zoho:

  • Centralized management of user addition/ deletion using Control Panel
  • Password Reset options for users
  • IP Restriction for Organization users
  • IMAP/ Active Sync emails in Sync
  • Advanced Email Organization options
  • Optimal Integration between CRM and Mail 

POP Retrieval of emails (Domain hosted elsewhere):

If your domain is hosted with any other provider, you can configure your account via POP in Zoho Mail.  When you configure your external account as POP in Zoho Mail, the mail retrieval will be in phases and the emails will appear in Zoho Mail in batches based on your POP retrieval settings. Based on the size of the mailbox, it may take 1 to 3 or 5 days for all emails to be retrieved to your POP account. 

By default, if you have Mail Add on, the user will be a personal user with respect to Zoho Mail and the total storage available for account is 5GB (including the POP accounts). 

Currently retrieving emails via IMAP from externally hosted accounts is not possible.

Emails Sent From Zoho CRM/ Mail:

If you have enabled Mail Add on,  unless you send mass emails from CRM, the emails will be sent based on the configuration of your 'Email Address' in the Send Mail section in Zoho Mail. This applies when you send email from the Mail Tab in CRM or from Zoho Mail. 

Custom SMTP Server:

You can configure your email address to use Custom SMTP servers to send emails from Zoho CRM (Mail tab). Based on the behavior of your SMTP server, a copy of the email will be available in your Outgoing server. These emails are generally not available in other POP clients which you may use like Outlook/ Thunderbird. 

You can manually copy your address in cc or bcc, to get a copy of the sent emails in other email clients or your own server.  

Zoho SMTP Server:

Alternatively, you can configure your other email address to send emails using Zoho SMTP server. When you use Zoho SMTP server, the outgoing limits of Zoho Mail applies to the address. The recipients who read the emails, in some clients like Outlook, may see an sent 'On behalf of' tag along with your Zoho address. 

When you send an email from Zoho Mail in either way, to your existing contact/ lead, the email will be automatically associated with the contact/ lead in Zoho CRM.  The copy of the email will be available in the Sent folder of CRM. 

Sent Emails appear in Inbox when sending from the other provider account: 

If you are using an external provider and use POP account for mail add on, the emails you send directly from your provider will be retrieved via POP in Zoho Mail and hence will be available in the Inbox in Zoho Mail. This is the default POP behavior.

You can create a filter in Zoho Mail to move the emails to your Sent folder automatically. Only after you move the emails, they will be visible under ‘Sent’ emails in Zoho CRM.

Steps to create Filter/ Rule to move emails to Sent folder automatically: 

  1. Login to mail.zoho.com
  2. Click Settings » Mail » Filters
  3. Click on Add Filter and provide a name for the filter.
  4. Provide the condition as SENDER contains 'your email address'
  5. Set the action as 'Move to Folder » Sent'
  6. Save the Filter

Once you have created the filter, the emails that arrive in your Inbox with from address as the specified email address, will be moved to the Sent folder directly. 

Sending Emails from other mail clients (Outlook/ iPhone/ Thunderbird etc):

When you send an email from another client like Outlook, those emails will not be available for POP download, for other clients, as this is the default POP behavior. In this case, to retrieve those emails, when you send an email from other email clients, add your own email address in cc or Bcc to retrieve those emails in Zoho Mail.

You also need to set up email filters to move such emails automatically to the Sent folders. Only the emails in the Sent folder will be featured as ‘Sent’ emails in the Contacts/ Leads section. However, if you are hosting your account in Zoho, when you send emails using any email client, a copy of the email will automatically be available in Zoho Mail Sent folder without any other work around. 

Microsoft Exchange Server accounts:

If the external account is an exchange server account, it also needs to be configured as POP in Zoho Mail. The availability of POP access to your account need to be checked with your email administrator.

Exchange Emails marked as Read after POP retrieval: 

When a user configures an Exchange account (or any other Email account) as POP, Zoho Mail does not alter the status of the messages in Exchange. 

This is the behavior of some versions of Exchange server, with certain configurations, to mark the RETR retrieved emails as Read. You can refer to this Microsoft article about the behavior of Exchange Server.

The KB article from Microsoft mentions the Exchange version as 2000. However, the behavior seem to be the same in 2003, 2007 and Office 365 servers also. 

When emails are retrieved via POP (by any client), Exchange server marks them as Read, based on some configurations. 

http://social.technet.microsoft.com/Forums/en-US/exchangesvrclientslegacy/thread/2246f847-be37-4e03-ab1e-88c2b46a7e60

http://community.office365.com/en-us/forums/158/p/86237/342052.aspx#342052

Hence you can check with Microsoft for any recent fix or patch that is available for the issue to resolve this. The users may alternatively use Zoho CRM Outlook Plugin, instead on Mail Add on. 

Email Forwarding to Zoho Mail:

You can also get the help of your Exchange Administrator and configure rules in Exchange to auto-forward the emails to the respective Zoho Mail accounts. Exchange also offers an option to forward the Outgoing emails, using which you can get the emails sent from any other client in Zoho Mail also. 

Google Apps Accounts:

Enabling POP in Google Apps Accounts:

If you want to retrieve only new emails in Zoho, choose the option 'Enable POP from now on' in Gmail/ Google apps. By this only the emails that arrive from now on will be retrieved in Zoho Mail. If you want to retrieve only the past one months emails, use the recent mode in Zoho Mail. 

  1. Log in to your Google Apps / Gmail account
  2. Click the Gear icon to launch the Settings 
  3. Locate POP Access 
  4. Choose 'Enable POP from now on' or 'Enable POP for all messages'

You may otherwise enable POP for all mails in Gmail, which will retrieve all the emails from from your account via POP. Refer here for detailed Google documentation about Gmail/ Google Apps POP behavior. 

Captcha Unblock:

When a user configures a Gmail or the Google Apps account as POP in Zoho Mail, for some accounts, the email retrieval stops after sometime. This happens as Google Apps locks the POP access of the email, and prevents further download via POP. You need to use the Captcha Unlock option, to start retriving emails. Refer here for corresponding Google documentation.

The url for Captcha Unlock is  https://www.google.com/accounts/DisplayUnlockCaptcha. If you are not yet a transitioned user, you need to use the url and replace your domain name in the url: https://www.google.com/a/<your-gapps-domain.com>/UnlockCaptcha.

Ex: For the domain zillum.org, the URL for Captcha Unlock will be https://www.google.com/a/zillum.org/UnlockCaptcha

Sometimes even if you unlock the Captcha the emails may not be downloaded. The reason may be the number of emails in your Gmail POP queue. You may need to switch to the recent mode, or change your setting to delete mails from the Server queue to start receiving emails 

Delete Mails from Server - GApps behavior :

When you configure your Google Apps account as POP, when the number of emails retrieved via POP exceeds a certain number, the POP download is stopped. This is the behaviour of Google POP server. Hence to clear emails from the queue and start retrieving emails again, you need to set 'Delete mails from Server' in Zoho Mail Client. Unless the POP behavior is in Recent mode, this does not delete the emails from the Server. The emails get removed only from the POP retrieval queue. 

  1. Log in to mail.zoho.com
  2. Click Settings » Mail » Mail Accounts
  3. Click on the Edit icon across the Google Apps account to be modified
  4. Select 'Delete mails from Server' in the Delete settings. 
  5. Provide the Google Apps password
  6. Make sure that you are not in 'Recent' mode. 
  7. Click Save to save the changes

Multiple POP Clients - Recent Mode:

If you access your email using multiple POP Clients, you need to switch to Recent Mode, to retrieve the emails in all POP clients via POP. Gmail suggests the usage of Recent Mode in such cases to retrieve emails in all the POP clients. The Recent mode will retrieve only the past 30 days emails and not the previous emails. 

Steps to switch to 'Recent mode' for Google Apps accounts in Zoho Mail: 
  1. Log in to mail.zoho.com
  2. Click Settings » Mail » Mail Accounts
  3. Click on the Edit icon across the account to be modified
  4. In the user name field, specify recent: <your Google Apps username>
  5. Provide the Google Apps password
  6. Make sure 'Leave Messages on the Server' is checked.
  7. Click Save to save the changes 
When you send emails from Zoho Mail, the sent emails get retrieved twice in recent mode. This is to ensure that all email clients get updated with the Sent emails also. You need to set up a filter in Zoho Mail, to move the emails to the Sent folder. 

Zoho Mail - CRM Integration:

When you receive an email in your Zoho Mail account you can add the recipient, directly as CRM Lead/ Contact or Potential.

If you receive an email from an existing contact, you can directly add a task/ event/ note to that contact in Zoho CRM from Zoho Mail itself.  Once added, the task, event, note will be visible in your Zoho CRM, under the particular Contact/ Lead. The CRM Contextual Gadgets are available in Zoho Mail for Mail add on users. The detailed information about various CRM Gadgets are available in this help page.

Zoho Mail Address Book:

By default, the address book in Zoho Mail has the email address from your contacts in Zoho Contacts. If you have subscribed for Zoho Mail Add on, the address book in CRM will feature the email addresses from your Zoho Contacts. Similarly the auto fill for Zoho CRM Mail Add on users will have a section to select email addresses from Zoho CRM Contacts/ Leads.

Errors when retrieving email via POP

Authentication failure when retrieving emails:

When Zoho Mail retrieves the emails from your POP server, it retrieves the email using the password you have provided when configuring your account. In case the password has changed in your server or the password has expired, the server returns an authentication failure error.

If there are subsequent failures for 10 times, the account will be automatically disabled. You can edit the account and the account will be re-enabled once you provide the correct password in the Mail Accounts page. Refer here for instructions to update your password. 

Connection failure when retrieving emails:

When Zoho Mail retrieves the emails from your POP server, it first connects to the server in the custom port number you provided when configuring your account. If your email POP server is down or not available or refuses connections, the connection failure occurs. 

If there are subsequent connection failures for 50 times, the account will be automatically disabled. You can edit the account and reenable it after you make sure that the server is available in the given port number. Sometimes, it is possible that your POP server refuses connection to Zoho Mail servers alone, in which case, you will be able to access the POP via other clients like Outlook. Hence you need to communicate to your Email Administrators that you are accessing your account via POP in Zoho Mail and hence allow Zoho Mail servers to access your accounts. 

Certificate error - PKIX Error when retrieving/ sending emails:

If your server support SSL, but provides an invalid certificate, you may get an 'Invalid Certificate Error'. You may need to contact your email provider, to check if the server has a valid registered SSL certificate from a certified Vendor. 

  1. If your server has a self-signed certificate, you need to get a standard and valid SSL certificate from a vendor, without which you will not be able to configure your account in port 995.
  2. If your provider uses a standard SSL certificate, and you still receive Certificate Errors during configuration, please contact support@zohomail.com with your Mail Server Details and port number.

Authentication failure when sending emails:

When you send an email from your external email address through Custom SMTP Servers, the email is sent using the chosen SMTP Servers. Certain SMTP Servers require authentication while sending emails. If the password set up in the server does not match with the password provided in Zoho, you may get an authentication failure error when sending emails.

In this case, you need to update the correct password in the ‘Send Mail As’ section in the Settings page.

Top

Spread the Word

© 2014, ZOHO Corp. Email Hosting Service for Business 4900 Hopyard Rd, Suite 310, Pleasanton, CA 94588, USA Support: +1 888-900-9646 | Sales: +1 888-204-3539,