Overview

Permission Required

Users with Zoho Mail Integration permission in their profile.

1. Centralize all customer information and email correspondence inside Zoho CRM.
   
2. Associate customers' email conversations with CRM data (leads, contacts and potentials).
   
3. Share and update customer-specific emails with other users within the account.
   
4. Send and receive emails simultaneously in CRM and your favorite POP3 or IMAP enabled email client.
   

1. Email tab inside Zoho CRM.
   
2. Send and receive all your emails without leaving Zoho CRM.
   
3. Share customer emails with colleagues (emails from selected records or all records).
   
4. Thread view of Email conversations.
   
5. Get quick email notifications of the emails from prospects and customers.
   
6. Integrate with Gmail, Yahoo, Hotmail and any other POP3 or IMAP email services.

You can either choose from one of the popular email clients to set up your email account or use POP3 or IMAP to configure your email account. The popular email clients provided are: Zoho Mail, Gmail, Yahoo Mail, Microsoft Outlook, and Office 365.

Adding Details from Zoho Mail

Most customer interactions take place through email. Zoho Mail provides an easy way to collect contact information and store it in your Zoho CRM account. When a prospective customer sends an email, you do not need to manually add the Lead information in your Zoho CRM account. You can add the email address to CRM as a lead from within Zoho Mail. In addition to this, you can also add customer details as Contacts in CRM and create related Tasks, Events, Notes, and Deals for the contacts. This option will be available only if you activate the Zoho Mail Add-on feature.

Note: To initiate the integration with Zoho CRM, click on the eWidget icon ( ) in the bottom-right corner of your Zoho Mail inbox.  

Add as Lead or Contact

If the email address in the email is not available in your CRM account, you can add the customer details available in the email as Leads or a Contact in Zoho CRM.

To add as lead/contact in CRM

1. In Zoho CRM, click the Email tab.
   
2. In the Inbox, open your customer email.
   
3. Click on the sender's name and then click View CRM Info from the drop-down menu.
   
4. In the CRM Info page, choose Leads or Contacts.
   In Zoho CRM, the details will be added as a lead or a contact.
5. Specify the First Name, Last Name, Phone and Company details.
   If the email has these details, it will be filled in automatically.
6. Click Save.
   

Add Tasks, Events, Notes, & Potentials

1. In Zoho CRM, Click the Email tab.
   
2. In the Inbox, open your customer email.
   
3. Click on the sender's name and then click View CRM Info from the drop-down menu.
   
4. In the CRM Info page, under Activities, click Task, Notes, Event or Potential.
   The option to add potentials is available only if it is a contact and not a lead.
   
5. Enter the required details and click Add.
   
   

Old POP Configuration

Configuring your email account with Zoho CRM via POP3 protocol is updated and is being released in a phased manner. For those organizations with the new update, click here to learn more.

Email Cleanup Policy

As part of Zoho CRM’s email cleanup and data retention policies, IMAP or POP3 sync will be paused and any email configuration data stored in Zoho CRM’s systems will be deleted in the following cases:

1. When no emails have been sent from Zoho CRM by a user for at least three months, and also the user has not clicked, opened, or engaged with any incoming emails sent to the user’s configured email address from within Zoho CRM, for at least 6 months.
   
2. At least one month has passed since the user’s paid Zoho CRM license has expired.
   
3. At least one month has passed since the user’s free Zoho CRM trial has expired.

Note: All deleted email data can be retrieved once users re-configure their email inbox connection.

Set up email account via POP3  

• If you already have a Zoho Mail account, your existing mailbox will be displayed under the POP3 settings.
  
• If you do not already have a Zoho Mail account, you will be prompted to configure an account from inside Zoho CRM. Upon successful configuration, this new mailbox will be added under the POP3 settings.
  

To set up a custom email account via POP3

1. Go to Setup > Channels > Email.
   
2. Under the Custom Email Integrations section, click POP3.
   
3. In the Add POP3 Account page, enter the following details:
   
1. Account Name: Enter a name for the mailbox.
   
2. Email address: Enter the email address you wish to configure.
   
3. Incoming server: Enter the incoming server of the email. For example, pop.gmail.com (for a Gmail account) or pop.zoho.com (for a Zoho Mail account).
   If you are not sure about this detail, check with your system administrator.
4. Port: Enter the port number. For example, 995.
   
5. Select SSL, if required.
   
6. Username: Enter the username or email address of the desired account.
   
7. Password: Enter the password of the email address configured.
   If you have enabled two-factor authentication for the account, you must enter the app specific password and not the regular password.
8. If required, select the Use the same credentials for the outgoing mail server checkbox.
   The outgoing server details will also be populated. If not, provide the outgoing server details.
9. Delete Message Setting: These settings determine when the emails in the server should be deleted. Select a desired option.
   
   
4. View the Email Sharing Permissions provided for you by the administrator and click Add Account.
   If the Administrator had given you the option to select you own email sharing permission, you can set it here.
   
   See Also >> Email Sharing Permissions.

Note:

1. If you do not use any POP clients other than Zoho Mail, your Username can just be username@gmail.com.
   
2. If you are using multiple POP clients, you need to tag the Username as 'recent:username@gmail.com'. Also, make sure that Leave messages in the server is selected for the Delete message settings option. Please note that this is applicable only to Gmail users.

Change Password for POP3 Accounts  

1. Log in to Zoho CRM and click the Email tab.
   Alternatively, log in to https://mail.zoho.com.
2. Click Settings > Mail > Mail Accounts.
   
3. Click the Edit Icon for the corresponding email account, to update the password.
   
4. Specify the new password and click Save.

1. Log in to Zoho CRM and click the Email tab.
   Alternatively, log in to https://mail.zoho.com.
2. Click Settings > Mail > Send Mail as.
   
3. Click the Edit Icon for the corresponding email account, to update the password.
   
4. Specify the new password and click Save.

Integrating Gmail with Zoho CRM

1. Enable POP forwarding in Gmail
   
2. Set up POP Account
   
3. Configure Mailbox

Enable POP Forwarding in Gmail  

1. Sign in to your Gmail account.
   
2. Click (Settings icon) and select Settings.
   
3. In the Settings page, click Forwarding and POP/IMAP.
   
4. Select Enable POP for all mail or Enable POP for mail that arrives from now on.
   
5. Choose what to do with your messages after your POP client or device receives them.
   
6. Click Save Changes.
   

Set up POP Account  

1. Log in to Zoho CRM account.
   
2. Click Setup > Channels > Email > POP (Zoho Mail).
   
3. In the Zoho Mail Add-on page, click Configure Now.
   
4. In the Zoho Mail Add-on page, click the Add Mail Account link.
   
5. In the Zoho Mail POP3 Settings page, click Add POP3 Account.
6. In the Add POP3 Account, specify the required details to configure POP service for your email account. Refer to the table given above.
   
7. Click Test Account to authenticate the email account details are provided and check the incoming server.
   
8. Click Create Account.
   The email account will be configured. You can enable this account as your default mail account.
9. Click Save.
   

Configure Zoho Mail Add-on  

1. Click Settings > Setup > Channels > Email > POP (Zoho Mail).
   
2. In the Zoho Mail Add-on page, do the following
   
1. Choose the Mailbox that you want to configure with CRM.
   The POP accounts that you have set up will be available in the list.
2. Choose the any one of the sharing option.
   See Also >> Email Sharing Options
   
3. Under Advanced Settings, click the Consolidate all my customers emails in a single place inside Zoho mail check box, if required. If you select this option, all the emails you recieve from your customers (leads and contacts) will be listed in one folder. You can select this folder, or choose to flag the emails by choosing a label in the next step.
   See Also >> MailMagnet
3. Click Save.
   

Zoho Mail Add-on - Error Messages 

1. Mail Box (your mail ID) you have configured earlier is not reachable. Please select a new "Mail Box".
   One of the instances why this message will display is when you change the Default Email ID in your Zoho Mail settings (Settings > Custom Settings > My Preferences).

Note: In Zoho Mail, the default email ID should be the same as the one in Zoho CRM's Mail Add-on.

1. The Zoho Mail server is currently unavailable. Please try after a while.
   Emails will not be displayed if the mail servers are not accessible. In the event of this scenario please wait for a couple of minutes before you try accessing your email.

1. Your account status in Zoho is still not confirmed.
   If your account status has not been confirmed/verified in Zoho, then mail will not be displayed. Please do the following to confirm your status:
1. Select http://accounts.zoho.com/ and click on My Email IDs.
   
2. Click on the Resend Confirmation icon.
   
3. Access your mail and click on the confirmation link.
   
4. Visit mail.zoho.com to activate the mail account.
   
5. Configure mail in Zoho CRM.

1. Your email is queued in Zoho Mail - Outbox
   The Outbox option keeps your Emails in queue for a specified time interval before sending from the Zoho Mail. If you enabled this option, sent Emails will be listed under the Emails section after a few minutes.