FAQs: Email Insights

FAQs: Emails

How can I view the status of emails sent or received in my CRM account?

A CRM user can view the status of emails sent or received to the customers on the record detail page under the Emails related list.

What are the different Email delivery status types and what does it imply?

When you configure your external mail box such as Outlook, Gmail, Zoho mail, Yahoo and many more into your CRM account via IMAP or POP3 protocols, your mail box is integrated within the CRM. In the Emails related list of any records detail page, a user can see all the emails that are sent or received in their inbox.

Now since a user can send an email to a customer directly from the CRM as well as from the integrated mail box like Gmail, Outlook, Yahoo, etc, the status will be different in these cases.

Let's see a table to understand this in detail :






Email sent from integrated mail box
Email sent from CRM Server




Email is sent to the mail address either from within CRM or via integrated mail box.
Not applicable
Email got delivered to the mail address via CRM servers.

Email wasn't delivered to the mail address sent from within CRM or the integrated mail box.
Not applicable
Mail got opened by the recipient sent from within the CRM.

Not applicable
The mail was opened and the receiver clicked on the link that was sent in the mail.
Not applicable
When we receive an email in the mail box that is integrated with the CRM.

1. Zoho CRM cannot determine the status of emails sent from integrated mail box other than "Sent" or "Bounced"
2. Integrated mail box - Email service provider (Gmail, Yahoo, Outlook, etc,) have been configured in CRM
3. External mail box - Email service provider (Gmail, Yahoo, Outlook, etc,) have not been configured in CRM

**We can produce bounce status for external mail box. However, we cannot provide the reason for bounce like the mails sent from CRM servers.

Source lets the user know the medium used to send an email.
For example, if an email is sent via CRM directly to a customer via compose email, the source will be marked as "Individual". Similarly, if the email is sent via integrated mail box such as Gmail, Outlook, Yahoo, etc, the source will be either IMAP or POP depending upon the protocol used to configure the mail box.

The source can be BCC dropbox, Workflow alerts, meeting invitation, mass emails, and many more depending upon the mode via which the email was sent.

Note: The difference between a "mass email" source and an "Individual" source is that mass emails are used to send emails in bulk to more than one customers, while individual emails are sent to a single mail address.


Mail sent or received from integrated mail box

Individual/Workflow alert/BCC dropbox/meeting notifications/mass email, etc.

Mail sent from within CRM

The email status and source are related in that, the status depends on the source. If emails are sent via an integrated mail box such as Gmail, Outlook, Yahoo and many more, CRM does not have the means to verify and mark whether it was delivered because the email was sent via an external email server. So there are only a select set of status items that CRM can show, depending on which "source" the email was sent.
On that note here is a list of status items that are applicable for each source:



Email sent via CRM
The email has been sent from within CRM
Mass Email
The email has been sent from within CRM in bulk
Workflow alert
The email has been sent from within CRM via a workflow rule
Meeting notification
The email has been sent from within CRM as an alert for meeting scheduling/updating/canceling
Blueprint notification
The email has been sent from within CRM via a blueprint
Email sent via Integrated mail box (Gmail,Yahoo, office 365, etc)

The email has been sent or received via the integrated mailbox.
Email sent via external mail box
(Gmail, Yahoo, Office 365,etc)
BCC dropbox
Email has been sent via external mail box where the CRM server(mail id) has been added as bcc


Note: If an email is received in the integrated mail box, the status will be received and the source will be IMAP/POP depending upon the protocol used to configure.


Here one thing the users need to keep in mind is, if the email dropdown is marked as ALL, all the email source and status of emails sent via CRM or external email client server will be reflected.

If you select Emails Sent from CRM, only those emails sent from within the CRM will be reflected.


What is IMAP and POP/POP3 protocols in Zoho CRM?

Zoho CRM allows sales representatives to send or receive emails from within your CRM, or sync third-party email accounts to CRM via IMAP or POP/POP3 protocols.

IMAP is a protocol that allows you to sync your emails with your CRM system. It provides real-time sync, so you can see new emails as soon as they are received.
With IMAP, you can still use your original email client to send and receive emails. You can also access your emails from within your CRM system. This can be helpful for managing customer relationships and tracking sales opportunities.

POP/POP3 is a protocol that downloads emails to your storage and removes them from the POP server. Once they are stored in your CRM, you can view them without any internet connection. You can also take a backup of your emails if you have used the POP protocol to sync your emails.

Note: For new IMAP configurations, we have now enabled the option of email backups.

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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