Email-in Topping | Online Help - Bigin by Zoho CRM

Email-in Topping

Email is the most popular choice of communication used by customers to send in their sales and support enquiries. Customer facing teams gather details from these emails and manually create a record in their Bigin account to follow up with their customers.
 
We found a way to ease this process and automatically convert these emails into records in your pipeline. The Email-In topping helps you create email aliases for the pipelines in your Bigin account and automatically convert the emails received by these aliases into a new record in the respective pipeline. And, you can directly respond to these email queries right from the record details page.
 
Let's assume you have two pipelines – Sales and Service. With the help of email-in you can create two aliases for these pipelines - sales@zylker.bigin.com and service@zylker.bigin.com
 
When a customer sends an email to sales@zylker.bigin.com that will be converted as a new record in the sales pipeline and the details in the email will be captured in the record.




 
Similarly, any email sent to service@zylker.bigin.com will be converted as a new record in the service pipeline.

Note
  1. If the email is from an existing Contact, the pipeline record created will be associated with that contact.
  2. If the email is from a new customer then a contact record will be created with the sender's email address and it will be associated with the pipeline record.

Availability


  1. The first email alias is free. Additional email aliases can be purchased at 5 USD/month per alias.
    Permission
  2. Users with Administrator profile can install Email-in topping and create email aliases.

Configure Email-in 

You can configure email-in for your Bigin account by following these steps,
  1. Install Email-in Topping
  2. Create an email alias

Install Email-in Topping

  1. Log in to your Bigin account with administrator privilege.
  2. Go to Settings > Integrations > Toppings.
  3. Search for Email-in > Click Install.

Create an email alias

You can create one email alias for each pipeline. The first email alias is free and additional email aliases are billed at 5 USD/month per email alias.

To create an email alias
  1. Go to Settings > Integrations > Toppings > Email in.
  2. Click Add Email Alias.
  3. In the Create Email Alias window,
    1. Enter the email alias.
      The alias will contain bigin.com domain. For example, if you enter 'sales.zylker' then the email alias will be sales.zylker@bigin.com.
    2. Enter a name for the alias.
    3. Choose a Pipeline from the dropdown to which the records will be added.
    4. Assign an owner to the records from the dropdown list. All the records added via this alias will be assigned to the selected user.
    5. Add relevant Tags, if applicable.
      The chosen tag will be added to all of the records added via this alias.
  4. Click Save.

Forward emails from your domain email alias

All email aliases created via Email-In will contain the domain bigin.com. (Example: sales@zylker.bigin.com) However, if you already own an email alias for your business domain (Example: sales@zylker.com) then you can set up email forwarding with your respective email client to forward incoming emails from your own alias to Bigin. Learn more about it here.

Managing records added via email-in

The emails received by the email alias will be converted as a new record and added to the corresponding pipeline.  Some important points to note about the record details page are,
  1. You can move the record to other stages in the pipeline by clicking the Stage dropdown.
  2. Email conversations made in the same email thread can be found under the Conversations tab in a chronological sequence. New emails outside the email thread will be converted as a new record in the pipeline.
  3. You can reply to the email from the Conversations tab itself.
  4. Similar to Notes in record details page, you will find Comments option in the Conversations tab. These comments are for internal use and other users in your org can be tagged in a comment.

Uninstall Email-in topping  

You can uninstall the Email-in topping from the Bigin account if it is no longer needed. Uninstalling this topping will not delete any previously created record. 
To uninstall the Email-in topping
  1. Go to Settings > Integrations > Toppings > Installed.
  2. Click Uninstall.
 
 
 
 
 
 
 
 
 

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