Email Configuration for IMAP and POP | Zoho CRM - Help

Email Configuration for IMAP and POP

This feature is opened in a phased manner and will be accessible only to the selected users.
In Zoho CRM emails can be integrated from any service provider through IMAP and POP. In addition, email integration can also be provided through API for Google and Outlook.

Setting up IMAP and POP3 Accounts

IMAP is an email protocol used to integrate an email account with Zoho CRM. It allows the email activity to remain in sync across multiple devices such as computers, laptops, mobile phones, and tablets. 
POP3 is another email protocol that allows users to download the email messages from their device. POP3 downloads the emails from the server on to a device before deleting it from the server. However, the users can enable "keep messages in the server" option to retain emails.
Zoho CRM allows uses to integrate their email via POP3. Once integrated the emails will be synced and displayed in the SalesInbox organized under respective folders for clear identification.
Read more about changing password for POP3 accounts.

To set up IMAP or POP3 accounts
  1. In Zoho CRM, Go to Setup > Channels > Email > Email Configuration .
  2. In the Email Integration tab, choose a Popular Email Service .
  3. Under Choose the protocol to configure select IMAP or POP.
  4. Click Configure.
  5. Enter Display name , Email address , and Password .
  6. Click Configure .
  7. In the Import Filter pop-up, click Import .
    You may Skip and do it later.
  8. In Email Sharing Settings , select the sharing permission from the drop-down list.
  9. In More From Address , the Default Address will display the email address entered in step 5.
  10. Click Add Email Address , to enter more from addresses.
  11. Under Folder Mapping , select the folders from your custom mailbox to map with the appropriate folder in the SalesInbox. This option is available only for IMAP users. Folder mapping is supported only if the server of the integrated mailbox is non-standard.
  12. Click Server Details to view the incoming and outgoing server settings.
  13. The Server Details are automatically populated on selecting one of the popular IMAP Integrations.
  14. Check Store sent messages on the server.
    Note that, this option will be displayed only if your SMTP provider does not provide an option to save sent emails by default. This option will be available only for IMAP users.
  15. In Email Sharing options, select Private, Public or Custom record sharing as required.
  16. Click Update .
  1. Office 365, Outlook, and Gmail users can login to their accounts using OAuth.
  2. SalesInbox will be enabled for all users who enable IMAP or POP integration in any email service.
  3. If the email integration is deactivated, admins will be prompted to choose if they wish to retain the folders, filters, and labels.
    After Email storage is released for all CRM users, you may experience data loss in certain places due to Resync. During resync the overall email storage will be calculated which may cause data loss of applied folders, reminders, and folder movements.

Generate an App-specific Password

Two-factor authentication (TFA), a service provided by all major email clients, offers an additional layer of security to one's mailbox. When TFA is enabled for an email account, gaining access to the account requires more than just the username and password - a unique passcode that is sent to the registered mobile number of the email account holder. This makes it harder for someone to gain unauthorized access to an email account.
If the email account you wish to configure in Zoho CRM has the two-factor authentication service enabled for it, then you must enter the email account's app specific password for IMAP configuration and NOT your regular email account password. Following are the instructions to generate the app-specific password for various popular email clients.

For a Zoho Mail Account

If you wish to configure your Zoho Mail account via IMAP in Zoho CRM, and you have the TFA service enabled for it, follow the instructions below to generate the app-specific password for your Zoho Mail account.

To generate app-specific password for Zoho Mail account
  1. Sign in to your Zoho account.
  2. Go to  Security  >  App Passwords.
  3. Click  Generate New Password.
  4. In the  Application-Specific Passwords  pop-up, enter the  App Name  and click  Generate
  5. Copy the  Application-Specific Password
    The password will not be displayed again.
  6. You may  Delete  any password, if you no longer use the app or to remove access to the application.

For a Yahoo Mail Account

If you wish to configure your Yahoo account via IMAP in Zoho CRM, and you have the TFA service enabled for it, follow the instructions below to generate the app-specific password for your Yahoo account.

  1. Sign into your Yahoo Mail account.
  2. Go to  Settings  >  Account info .
  3. In the Account Info page, select Account security.
  4. Under  Two-step Verification , click  Generate app password.  
    In order to generate app-specific password, the Two-step verification must be switched on.
  5. From the  Select App  dropdown list, select Other and enter the name of the app. For example, IMAP for Zoho CRM.
  6. Click  Generate .
  7. Copy and paste the unique app-specific password generated into the Password text box for IMAP configuration in Zoho CRM.

Set up Custom IMAP Account

To add custom IMAP accounts
  1. In Zoho CRM, go to  Setup  >  Channels   >  Email > Email Configuration  and click  Other Mail.
  2. In the  Other Mail  page, click  IMAP  under  Custom Email Integrations .
  3. In the  IMAP Integration
     page, provide the required details.
    • Enter the  Incoming Server Name Port EmailAddress  and  Password .
    • Enter the  OutgoingServerName Port ,  Email Address  and  Password .
    • Click  Continue.
  4. If both are the same, select the  Use the same credentials for outgoing server  checkbox.
  5. Click the  Add  link to add more  From Addresses , if required.
  6. Click  Server Details  to view the incoming and outgoing server settings.
    The  Server Details  are automatically populated on selecting one of the popular IMAP Integrations.
  7. Select the  Email Sharing Permissions .

Setting up CRM account using Outlook, Gmail, and Office 365

Admins who wish to integrate their CRM account with Outlook, Gmail or Office 365 can do so using the OAuth method which provides a better security. 

To integrate  Outlook, Gmail or Office 365 with CRM
  1. In Zoho CRM, Go to  Setup  >  Channels  >  Email  >  Email Configuration .
  2. In the  Email Integration  tab, from  Popular Email Service , choose Outlook, Gmail or Office 365.

  3. Under Choose the protocol to configure , select IMAP or POP from the drop-down.
  4. Click Configure .
    You will be prompted to login to your Office 365, Gmail or Outlook accounts.
  5. Sign into your account using email address and click Next

  6. If you are already logged-in, choose an account to sign-in and click Configure .

  7. Upon successful configuration you will be redirected to the Zoho CRM IMAP or POP configuration page. The sync will be completed in sometime. 

Troubleshooting Microsoft Integration with Zoho CRM  

When you integrate Office 365  or  MS Outlook via IMAP-OAUTH or POP3-OAUTH protocols and you get this error - " Unable to get SMTP email" , please apply the following workaround.

  1. Log in to Microsoft 365 admin center and go to Users > Active Users.
  2. Select the user whose email ID is used to integrate with Zoho CRM, click Mail in the side pane that pops out.
  3. Click Manage Email Apps in the Email apps section.
  4. Select Authenticated SMTP setting if it is not already selected.
    If the option is already selected, unselect and select again.
  5. Click Save Changes.
Click here to know more about this SMTP error in Microsoft 365.

Also, if you encounter this error - " User is authenticated but not connected ", kindly touch-base with MS Office support to resolve the error and enable a seamless CRM-Office integration. For more information about this error, click here .


See Also:

Viewing Emails in CRM

Once the IMAP account is configured, the email conversations between you and your leads/contacts can be viewed right within Zoho CRM under the Emails related list. These include emails sent to the Primary as well as Secondary Email addresses of leads/contacts.
In the records related list you can sort the emails using:
  1. Emails sent for CRM
  2. Emails from all IMAP shared users
  3. Emails from all POP shared users
  4. Emails by the user name
  5. Emails from all the above

Taking Email Backup

Admin can take a backup of emails of inactive CRM users who have configured their email accounts through POP or IMAP with record-level and complete sharing privileges (public shared with everyone). The inactive users will be listed under Zoho Mail add-on users tab.
The admins can click on Backup Emails option against the respective users details. If the user is deactivated from the CRM account and a backup of their emails are not taken then the emails sent or received by this user will not be displayed in the related list.
Administrator can lock the mail add-on configuration of the users, to prevent the users from changing their email account settings to Private Account, before their accounts are deactivated.

Importing email filters

The SalesInbox users can use import email filters from Zoho Mail and Gmail.

Mapping folders from email services with CRM

Folders from your email service provider such as Drafts, Outbox, Inbox, Spam, Trash or custom folders can be mapped with that of the respective SalesInbox folder for easy identification and clarity.

Email Storage

Aside from file and data storage, Zoho CRM offers a default email storage of 100 GB for the org or 5 GB per user license (whichever is lower).

Purchasing Additional Storage
Organizations that wish to purchase additional email storage will be able to do so from within Zoho CRM.
The table below shows the monthly and yearly charges for additional storage:

When will this policy come into effect?
We are currently working on the email storage dashboards and tools for the organization admins to monitor, notify and regulate their email storage usage. Once we are ready with those tools, we will update you with a follow-up post mentioning the effective date of this policy.

We will ensure that we offer organization admins ample time to consider their options, manage their email storage, plan for any additional storage purchases and switch email protocols if necessary.

Configuring Workflow for emails

You can create workflows for incoming, outgoing, and received emails. Read more about configuring workflow for emails here.

Configuring Email for Zia

Zia can help capture important information such as customer's personal information or details of a meeting right from the emails. Furthermore, without even having to read the entire conversation, one can know the intent of the email, as in, a request, a query, or complaint as suggested by Zia.
Zia for emails provides the following options: email sentiment, email intent, summary, activity extraction from email signature and so on. Read more about configuring Zia for emails.

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