FAQs : Email Overview

FAQs : Email Overview

Why do we have the secondary email addresses in Leads and Contacts?

When you're using the Zoho Mail Add-on to fetch your business emails and associate them to the leads and contacts in Zoho CRM, you need to have a secondary email address. With the additional secondary email address, all emails sent/received to/from the secondary email address will also be listed in the Emails related list of a lead/contact.
 
Take a scenario where the leads/contacts have changed their email address. You want to update the new email address in your Zoho CRM.
 
Problem: If you change the value in the email field to the new email address, all the mails associated to that old email address will no longer be listed under the respective records.
 
Solution: You need not replace the lead/contact's email address with the new email address. You can just add the new email address in the Secondary Email field. All mails associated to both the new and old email addresses will then get listed under the respective records.

 


What is the limit for email attachments?

In Zoho CRM, you can upload attachments in various places. You can upload attachments to:
  1. Individual records in CRM.
  2. Individual emails.
  3. Email templates.
Individual records
In individual records, you can attach documents upto the size of 100MB. This can be either a single file or multiple files.
 
Attachment limit in emails
While composing emails, you can add attachments up to 10MB. Please note that this is the total attachment size. This is inclusive of the attachments included in the email templates also.
 
Email templates
In each email template, you can attach files up to 3 MB. Keep in mind that when you use the email template to attach multiple files, the attachment size will not be multiplied, but counted only once for storage. For instance, if you have an email template with a 2 MB attachment size, and are sending this template to 10 records, the size remains 2 MB and not 20 MB.

 


What is the use of Secondary Email address in Leads and Contacts?

In addition to the Email address field, a Secondary Email Address has been provided for leads and contacts.
 
You may be using Mail Add-on to fetch your business emails and associate them to the leads and contacts in Zoho CRM. With this additional secondary email address, all the emails sent/received to/from the secondary email address will also be listed in the Emails Related List of a lead/contact.
 
Scenario: The lead/contact has changed his/her email address. You want to update this new email address in your Zoho CRM.
 
Problem: If you change the value in the email field with the new email address, all the mails associated to that email id will no longer be listed under the respective records.
 
Solution: With the secondary email address, you need not replace the lead/contact's email address. You can just add the new email address in the Secondary Email field. By doing so, the mails associated to both the new and old email addresses will be listed under the respective records.

 


Can I change the email address of my Zoho CRM account?

No, it's not possible to change the email address of your Zoho CRM account. However, you can change the email address of your Zoho Account, which will be applied across all the Zoho products that you are subscribed to.
  1. Follow these steps to change your email address:
  2. Go to https: accounts.zoho.com
  3. Under the Profile section, click Email Address.
  4. Click the + Add Email Address button. This email address gets added as your secondary email address.
  5. Click the Make Primary icon to mark your email address as primary.
  6.  In the popup, click Make Primary.
  7. You might be prompted to enter the password.
  8. Once verified, click Make Primary. 

 


What is the difference between sending emails from MS Outlook and sending emails from within Zoho?

To track your emails from MS Outlook, you need to install the Zoho CRM Plugin for MS Outlook. In the case of Zoho CRM, all the sent emails are tracked by default and there is no need for setting anything up additionally.

Will only the emails that I send from Zoho CRM get the Opened notification in the Status column?

Yes, opening and clicking of emails can only be tracked for the emails that you send from Zoho CRM. This is done through Email insights.

Is there a way for both Gmail and Zoho CRM emails to work together? Deleting an email from one account should delete it from both accounts. Is this possible?

You can configure Gmail using IMAP and sync your emails seamlessly. After the configuration, your emails, once deleted from your Gmail account will be deleted from your Zoho CRM account as well.

I am getting spam emails repeatedly from the domain of a particular organization. How can I blacklist this domain?

Follow these steps to blacklist the sender domain of an organization:
  1. Login to your Zoho Mail account as the administrator.
  2. Go to Control Panel > Mail Administration > Spam Control > Blacklist.
  3. Select the email delivery option as Reject email and add this domain to the list of blacklisted domains.

Emails that are forwarded from one of my other email addresses end up in the Quarantine. How can I prevent this domain from going to the Quarantine?

You can specify the domain that you want to be excluded from the Quarantine in the Spam Control section.
Follow these steps to add a domain to the exclude list:
  1. Login to your Zoho Mail account as the administrator.
  2. Click on Control Panel > Mail Administration > Spam Control > Quarantine > Exclude domain list.
  3. Add the domain name and save the changes.

I lost the filters that I had set up in Zoho Mail, while switching to SalesInbox. How can I sync the filters between Zoho Mail and SalesInbox?

SalesInbox in CRM functions differently from Zoho Mail, as it gives you the CRM view of your leads, contacts and deals.
You can, however, get the filters from Zoho Mail reconfigured to SalesInbox through these steps:
  1. Export the filters from Zoho Mail by clicking on Settings > Filters > Export Filters. You'll get the filters in the DAT file format.
  2. Import them to SalesInbox by clicking on Settings > Filters > Import Filters. Select the DAT file from the list and upload it. The filters will now be available in SalesInbox.

I run a SaaS business that sells subscriptions to schools, and also sell advertising space on my app. How can I set up main and sub accounts inside the CRM to get a complete picture of what businesses advertise on the main school account?

You can use multi-page layouts to have different databases of a CRM account in different layouts. You can also generate reports for this.

Is it possible to filter messages based on the specific word or phrase in the body of the email?

You can filter messages based on the content in the body of the email. Read more about condition-based filters here.

Can I receive emails from my new leads and contacts?

Yes, you can get emails from new leads and contacts provided the email address of the new lead or contact is in your CRM. You will not receive their emails inside CRM if their email address details are not available in CRM.


We hope that this list of frequently asked questions about Email is informative. If you still have questions that haven't been addressed, please let us know here. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below :)



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