Workflow for Emails | Online Help - Zoho CRM

Workflow for Emails

Configuring workflow rules makes it easier to manage daily activities as a lot of work gets automated. For example, every time a contact enters CRM a task is automatically assigned to the sales rep to call them and gather details, two days after the call an email is automatically sent to the contact, if the contact expresses interest in your product their status will be auto-updated as "Interested". In this way, daily business activities can be streamlined to reduce manual work of the team members and to make sure that every task happens within the stipulated time. 
Similarly, various automatic actions can be triggered upon receiving or sending an email. Let us take a look at the some business scenarios.

Business Scenario

Case 1: Automating the creation of tasks if an email is addressed to a specific sender or is not replied for a few days

Consider this, one of your employees is unavailable for a week. During this time she receives an email from one of the customers, Mike, requesting for an urgent product replacement. Mike doesn't receive a response for two days and sends out another email addressing the Sales Manager. The email remains unanswered for one more day, following which he calls the support team for assistance. Though the issue was resolved the same day, the incessant delays caused in the interim must have left a negative impression with the customer. Such occurrences can be prevented by triggering the automatic actions through workflow rules.

These could be the conditions:

  • When an incoming email has not been replied for two days
  • And the email is sent to support@zylker.com

This could be the action:

  • A task will be assigned to the send an immediate response to the customer.
  • An email notification will be sent to the peer group alerting about the unattended email from the customer.

Case 2: Stop sending automatic email campaigns to the leads that have responded to one of the email campaigns

Consider that you have set a workflow rule to send email drip campaigns every two days to the unqualified leads, and want to discontinue sending the emails once the lead responds to any one of those emails. You can create two workflow rules:

  1. Workflow rule for sending email drip campaigns every two days:
    • Workflow rule for the Leads module. Give the condition as - when a lead is created and the lead status is "unqualified"
    • Send instant email notifications
    • Set scheduled email notification on Day 2, Day 4, Day 6, Day 8 and so on from the rule trigger time.
  2. Workflow rule to discontinue the email drip campaign once a lead's response is received:
    • Set the rule for incoming emails with following conditions - emails must be sent to the promotional-events@zylker.com and the event type is promotional event.
    • Set instant action as - update the lead status field to qualified

Configuring workflow rule for emails

Any email service such as Gmail, MS Outlook, Yahoo mail, Zoho Mail etc. that has been integrated with Zoho CRM using IMAP can be used for setting up workflow rules. The configuration comprises the following three steps:

Workflow rule for emails is not supported in Sandbox yet. 

Part I: Rule Execution

You can set rules for both incoming and outgoing emails. The rule can be executed for emails at different stages like:

  • For incoming emails: Received, Unreplied, Opened and unreplied.

  • For outgoing emails: Sent, bounced, opened, clicked, opened and unreplied, unreplied, replied, and replied within.

Part II: Specify Condition

Once you have defined "when" a rule should be executed you need to specify the condition(s) that should be met for the rule to execute. You can set conditions either for a specific email field or a module.

  • Based on the email fieldYou can select a specific email field as a condition. For example, if the attachment contains "proposal" or if the sender is "someone@zylker.com" then execute the rule. The email fields you can choose are: attachment name, CC, sender, sent to, has attachment, link, sent from, email sentiment, and subject. Also, if you have set more than one condition, you can choose if the rule should execute when "all" or "any" condition(s) is satisfied.
  Notes:
  1.   The email field Link will be available only if Clicked is selected as a rule trigger.
  2. The Sent from field will be enabled when outgoing email is selected as a rule trigger. You can use this field to determine from which medium the email is sent from - CRM or other email client. 
  3. The email sentiment field will be available,
    1. only when incoming email - received is selected as trigger.
    2. for organizations with new email integration enabled. Click here for more information on the new email integration. 
    3. only when you have enabled Zia Email Intelligence in your organization. See also: Zia Email Sentiment Analysis
  • Based on the module: You can select the module for which you want the rule to get executed. You can select Leads, Contacts, Deals, Unknown, or Custom modules. You can choose an unknown module when the sender is new or not yet added to your CRM account. 
Notes:
  1. You can select deals module only for the outgoing email trigger.
  2. The email field Sent from is not available for deals module.
  3. If an email is sent to a contact from the deals module, then the email workflow configured for both contacts and deals will get triggered.
  4. If you have selected an unknown module, it is mandatory to set conditions based on email fields. For example, you can set rules like if any email from an unknown sender is sent to the CEO's email address then certain action must be performed.
  5. You can select an unknown module only for the incoming emails.
  6. The unknown sender can be added as a lead or contact in CRM. Once the sender’s record is created, the subsequent emails will be considered as email received from that lead/contact. That is, the sender will no longer be considered as an unknown sender.

Part III: Specify action(s)

You have to specify the action that should take place once the conditions are met. You can choose the following instant actions or scheduled actions.
  1. Email notification
  2. Task
  3. Field update
  4. Create record - only for unknown
  5. Webhook
  6. Function
  7. Notify - via Slack or Cliq
Note
  1. For an unknown module only webhook, functions, and create record actions will be available. Once the sender is added as a record in CRM, you will be able to set other actions such as: sending email notification, update fields, and creating task.
  2. Email is not considered as a standalone module in CRM, therefore you will not be able to create tasks under Automation > Actions > Tasks.

To set a workflow rule for emails

  1. Go to Setup > Automation > Workflow Rules.
  2. Click Create Rule.
  3. In the  Create New Rule page, do the following:
    • Select Email from the Module drop-down list.
    • Enter the Rule Name and Description.
    • Click Next.
  4. Select Incoming email or Outgoing email and the condition under When you want to execute the rule?
  5. Click Next.
  6. In  Condition do the following:
    • In Would you like to set conditions for email fields? click Yes/No
    • Mention the email fields, if you choose Yes.
    • In Apply this rule to, select the module.
    • In Which (module) you want to apply this rule to? select All or specify the conditions.
    • Click Next.
  7. Choose a desired Action.
  8. Click Save.


    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                      Still can't find what you're looking for?

                      Write to us: support@zohoforms.com


                            




                            

                          Zoho Marketing Automation

                            Zoho Sheet Resources

                             




                                Zoho Forms Resources


                                  Secure your business
                                  communication with Zoho Mail


                                  Mail on the move with
                                  Zoho Mail mobile application

                                    Stay on top of your schedule
                                    at all times


                                    Carry your calendar with you
                                    Anytime, anywhere




                                          Zoho Sign Resources

                                            Sign, Paperless!

                                            Sign and send business documents on the go!

                                            Get Started Now


                                                Zoho SalesIQ Resources



                                                    Zoho TeamInbox Resources



                                                            Zoho DataPrep Resources



                                                              Zoho DataPrep Demo

                                                              Get a personalized demo or POC

                                                              REGISTER NOW


                                                                Design. Discuss. Deliver.

                                                                Create visually engaging stories with Zoho Show.

                                                                Get Started Now











                                                                                      • Related Articles

                                                                                      • How do I create a workflow rule for emails?

                                                                                        Workflow for email allows you to automate a set of actions based on incoming and outgoing emails. Based on status of the emails you can create tasks, discontinue email sequence, stop a drip campaign.  Read more about the above business cases. To ...
                                                                                      • Workflow Report

                                                                                        Configuring workflow rules makes it easier to manage sales, marketing or support related activities by automating the entire process. While configuring workflows, you define a specific set of conditions based on which either a rule is applied or its ...
                                                                                      • Can I create a workflow rule to send an automatic follow-up emails if response is not received?

                                                                                        Yes, you can create a workflow and define the condition as when a sent email is opened and not replied for the specified number of days. 
                                                                                      • Can workflow rule for email be made active for few users only?

                                                                                        Yes, you can set the workflow rule to only apply to selected users. You can create a workflow rule for outgoing emails and enter the following conditions: "When the sender isn't" and type the email addresses for the users you do not want the workflow ...
                                                                                      • Workflow Suggestions by Zia

                                                                                        Many regular activities like sending emails to customers or stakeholders, allocating tasks to team members, or updating details often take up more time than you expect. It can be helpful to automate these activities and use the time saved on other ...
                                                                                      Wherever you are is as good as
                                                                                      your workplace

                                                                                        Resources

                                                                                        Videos

                                                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                        eBooks

                                                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                        Webinars

                                                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                        CRM Tips

                                                                                        Make the most of Zoho CRM with these useful tips.



                                                                                          Zoho Show Resources