Troubleshooting BCC Dropbox

Troubleshooting BCC Dropbox

Why are no new records being created after setting the search pattern to create new records if no matching Contacts or leads are found?

A new record will only be created if the lead or contact's email address does not exist in any of the following sections:
  1. Approved Leads
  2. Converted Leads
  3. Recycle Bin
To check whether this is the case:
  1. Enter the value in the global search and ensure that there is no existing record with the email address.
  2. Check in the Converted Leads view. Go to the Leads module > Converted Leads view > Smart filters > Email and enter the value then click Apply and ensure that no record exists with the same email address.
  3. Check in the Approve Leads or Contact section. Go to the Leads module > click the three dots icon and click Approve leads and ensure that no record exists with the same email address.
  4. Check the recycle bin and ensure that no record exists with the same email address.
If the records are not being created, please share the criteria pattern setup page screenshot showing the email sent with the BCC at support@zohocrm.com.

Will BCC dropbox emails and their attachments be included in data backups?

Yes, the emails will be available in the email .CSV file and the attachments in the attachments file.

How many email addresses can be added to the approved email list?

Up to 10 email addresses added to the list of approved email addresses.

Why can't I see "Leads" or "Contacts" in the search pattern?


The user who is trying to create BCC might not have permission to access the Leads or Contacts module. Check with your administrator.

Will BCC emails sync if the email address is in the Secondary Email field?

Yes, emails which are sent to the secondary email address of a contact will be synced in Zoho CRM.

New records are not being created from emails sent to the BCC dropbox email address .

Records are created based on the Search Pattern and approved email addresses. Ensure you’ve selected the correct option in the Search Pattern to search within Leads/Contacts and verify that the sender’s email address is included in the list of approved addresses.

If the issue persists, reach out to us at support@zohocrm.com and provide the following details:
  1. A screenshot of the Search Pattern setup
  2. The email header      
Make sure the BCC Dropbox email address is correctly added in the BCC field when sending the email. Also, ensure the email is being sent from an address listed under Approved Email Addresses.

If the issue continues, please contact us at support@zohocrm.com and provide the following details:
  1. Full-page screenshots of the Email Related List
  2. BCC Dropbox Configuration page
  3. Email header
  4. Record ID    

I am unable to send an email to the BCC Dropbox, and am getting a security policy error from Office 365. 

Check if there is an email block on the From or To email addresses. If no block is found, please reach out to us at support@zohocrm.com and provide the following details:
  1. The EML file of the email (including the email header)
  2. Record ID
NotesNote: If the email is blocked for the TO email address then the block tool tip will show why and for the FROM email address, You need to create a dummy record with the from email address in it.

Ensure the following from your end:
  1. The 'To' email address matches the record’s email address
  2. The email is sent from one of the 'Approved Email Addresses'
  3. The correct BCC Dropbox email address is used
  4. The 'To' email address is not blocked on our end
If all the above checks are valid, please contact us at support@zohocrm.com and provide the following details:
  1. Record ID
  2. Screenshot of the email sent from Webmail
  3. Screenshot of the record’s Email Related List
  4. Email header