Emails

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

Sender Email Preferences

You can configure the email addresses that are used in the From field of emails sent from Zoho Books. 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 Books is sending emails using your email address with your domain’s permission. Without the SPF record, the emails that Zoho Books 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 Books will consider a domain as authenticated, only if it has both SPF and DKIM records.

In this section:

Domain Classification

Zoho Books has classified domains into 3 categories to help you identify the email addresses, which if used in the From field of emails, could cause emails 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 Books, the email address in the From field will be replaced automatically with message-service@sender.zohobooks.com, which is Zoho Books’ own email address. This is done to prevent the email you send from landing in the Spam folder. 

Unauthenticated Domains

It’s important to note that the message-service@sender.zohobooks.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 Books without having to worry about them ending up as spam. 

Authenticated 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 Books, it will be replaced with message-service@sender.zohobooks.com. This is because SPF and DKIM records cannot be added for public domains and can only be added for domains that you own. 

Public Domains

If you still wish to use emails listed in this category in the From address, you can do so by clicking Change Setting. Next, select Sender’s email address in the pop-up that follows and click Save.

Switch to Sender Email Address

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

Warning: We strongly recommend that you use message-service@sender.zohobooks.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: 

Now, copy the SPF record from the pop-up that follows, and add it to your domain name provider’s (e.g. Daddy) DNS settings. 

Add SPF and DKIM Records

Next, copy the Host Name and Value for the DKIM record and add it to the DNS settings of your domain name provider. 

Once you’ve added both the SPF and DKIM records, click Validate.

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 Books while the records are being validated.

 

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

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 Books’ organization and Zoho. Updates regarding your Zoho Books’ organization, such as subscription renewals and usage related emails will be sent to this email address.

Also, this email address will be used as default in the From address of emails sent from Zoho Books, 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.

Mark Primary Contacts

Add New Sender Email Addresses

You will be able to add new sender email addresses and select them when you send emails from Zoho Books. 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 Books. 

Insight: Adding an email address this way will only enable the email address to be used for sending emails from Zoho Books 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:

The verification email will be sent again.

Edit/Delete Email Addresses

You can choose to edit or delete your users’ email addresses from Zoho Books by clicking the Pencil or Trash Can icons, respectively, which can be found on the right side of an email address.

Edit & Delete Email Sender Addresses

Email Insights

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

Scenario: Patricia sends an invoice via email to her customer, John, and requests immediate payment for it. However, John claims that he hasn’t received the invoice yet. Since Patricia has enabled Email Insights, she is able to check whether John viewed the invoice, along with the exact date and time when he viewed it. This helps her take further actions accordingly.

In this section:

Enable Email Insights

When you enable email insights, you will be able to track notification emails that are sent for the following modules:

To enable Email Insights:

Track the Status of Transaction Emails

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

Pro Tip: Select Client Viewed in the view filter dropdown to view a list of transactions that have been viewed by your customers from the client portal and their email inbox.

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

How does Zoho Books track email activity?

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

A small graphic, the size of one pixel, is embedded at the bottom of HTML emails sent from Zoho Books. 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 Books to track when your email was opened.

Warning: If your customer does not choose to display images for your email, Zoho Books will not be able to track the status. Hence, in some cases, Zoho Books could display the status of your email as being unopened, even if it was opened by your customers.


Email Templates

Email templates in Zoho Books let you create unique, customer-centric notification emails that can be sent to your customers. You can create email templates that reflect your branding and customize the email content accordingly. 

In this section:

Create Email Templates

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

Edit Signature on Email Template

Customize Email Templates

You can personalize the content of email templates to reflect your business and branding better. Here’s how:

Associate Email Templates with Customers

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

Now, these templates will be set as default for this customer and will be used for all future emails. You can change these templates any time.


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