Emails

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

Sender Email Preferences

You can configure the email addresses that are used¬†in the From field of emails sent from Zoho Billing. 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 Billing is sending emails using your email address with your domain’s permission.¬†Without the SPF record, the emails that Zoho Billing¬†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 Billing 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 Billing 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, navigate 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 Billing, the email address in the From field will be¬†replaced automatically with¬†message-service@sender.zohobilling.com, which is Zoho Billing’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.zohobilling.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.

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 Billing without worrying about them ending up as spam.

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 Billing, it will be replaced with message-service@sender.zohobilling.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:

Now, email addresses from public domains will not be replaced with message-service@sender.zohobilling.com.

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

Authenticate Domains

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

To do this: 

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 Customers

A primary contact is an email address that will be used as the point of contact between your Zoho Billing organization and Zoho. Updates regarding your Zoho Billing organization, such as 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 Billing, 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.

Add New Sender Email Addresses

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

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 Billing.

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

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:

A verification email will be sent again.

Edit/Delete Email Addresses

You can choose to delete users’ email addresses from Zoho Billing 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.

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 Billing 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:

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 ‚ÄėClient Viewed‚Äô to view the list of transactions viewed by your customer (through Customer Portal or email).

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

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 Billing track email activity?

Zoho Billing 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 Billing. 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 Billing 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 Billing 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 customize the email content accordingly. 

Read on to learn more about email templates:

Create an Email Template

To create a new email template:

Customize Email Template

You can personalize 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:

Associate Email Template to a Customer

Add a personal touch to the notification emails sent to different customers. In Zoho Billing, 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:

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