FAQs: Working with Emails

FAQs: Working with Emails

How do I add a signature to all my outgoing emails?

You can add signature to all your outgoing emails by following the steps given below:

To customize signature
  1. Click Setup > Channels > Email > Email Configuration.
  2. In the Compose page (Email Configuration), Scroll down for the Email Signature section.
  3. Click on Add New Signature.
  4. Specify the signature in the editor and select an email address from the drop-down.
  5. Click Save.
Note: If you have defined your signature, then it will be available in all the emails that you send. On the other hand, in email templates, you need to select the signature option to use it in the templates.

To use signature in email templates
  1. Click Setup > Customization > Templates > Email Templates.
  2. In the Email Templates page, select the email template from the list and click Edit.
  3. In the Edit Email Template page, select Merge Fields and specify the user signature where needed.
  4. Click Save.


What happens to the bounced emails?

All bounced emails will be listed in your Inbox and associated with the corresponding lead or contact.

How can I add a logo to my signature?

You can add a logo/image in you signature by following the steps given below:

To add an image/logo to your signature in Zoho CRM,

1. Go to Setup () > Channels > Emails > Email Configurations > Compose > Email Signature and click Add New signature.

2. In the Signature popup, select an email address from the drop down and enter your signature details. 

3. Click the Insert Image icon if you want to select an image. 

4. Select the image URL or browse for it from your files.


5. Click Insert Image.

6. Click Save. 


Do you track bounced emails in Zoho CRM?

  1. Bounced email notifications for mass emails are not tracked in Zoho CRM.
  2. However, if the user has configured Zoho Mail Add-On, notifications about bounced emails can be tracked only for individual emails (but not mass emails). The notifications are sent to the user's primary email address that has been configured.


Why is my signature not populated in the email messages that I send from Zoho CRM?

There are two ways to send emails:
  1. You can send it from the Email tab (through Zoho Mail)
  2. You can send it from within a specific record (Leads, Contacts etc.)
When you send it through the Email tab, the signature that you had added in Zoho Mail, will be populated in your email. Whereas, when you compose an email from within a lead or contact, the Zoho CRM signature will be populated.

Note: Please ensure that you have the signature enabled for each mode of sending emails.



How can I filter emails from the same senders? How can I mark an email that needs to be answered and get daily alerts until it is answered?

You can create filters based on the From addresses of the senders. Read more about it here. To get alerts for regular followups with your leads and contacts, you can either create a recurring task to get daily reminders to reply to an email, or setup a reminder in the email itself.


I have a group email address which goes to two users. I want to automatically forward any email that comes into the group email address to an external email account as well. Can this be done?

If you have setup Filter based forwarding or are forwarding emails to a different email account, you need to first verify the account, for the forwarding to be enabled.
When you create groups, you can directly add the external email address as an external member of the group. This makes sure that all emails sent to the group also get delivered to the external account(s).
However, when you add the external email address as a member to the group, you need to first verify it to start receiving emails. You can configure this from the Control Panel Groups section. Read about this in more detail here.
You can use Filter based forwarding in those cases, where you would like to selectively forward emails based on the subject or the sender.


Can I send automatic replies to custom emails? For instance, when some of my teammates send emails to a group email ID I have created, I would like to send them an automated 'Thank you' email. Is this possible?

As of now, you can only send an automatic response when you are on vacation or taking a break from checking your inbox. However, this automatic response will be sent to all users emailing you. However, customizing and selectively sending automatic responses to specific email IDs is not possible. We are working on creating custom actions as a part of filter actions.


Emails that should be in my inbox end up going to spam. How do I prevent this?

If legitimate emails are marked as spam, right click on the particular email and mark it as Not Spam.
When the emails are marked appropriately, Zoho Mail automatically adjusts the classification and whitelists these senders. If the emails go to spam even after the sender's address has been whitelisted, it could either be due to incorrect standards followed by the server through which the email has been sent, or due to SPF failure.


How do I save the attachment from an email to a CRM Record?

Emails received from the customers or colleagues may contain attachments that you would want to save in the CRM record for quick reference. Instead of downloading or attaching the files manually you can use the "Add to attachments related list" option. Other members of the organization, who have permission for a record can easily refer to the attachments when needed without going through the string of email communications.
Any image, document, file attached in the email can be directly added to the attachments in the record's related list.

What will happen if I change the email address of a Lead or Contact in CRM?

If you change the email address of a Lead or Contact in CRM, the previously fetched emails (with the old email address) will not be available in CRM. Only the new emails (with the new email address) will be fetched in CRM. If you had enabled the email sharing option earlier, that option will get disabled. You have to enable the email sharing option again for that particular lead or contact. The older emails will however be available in Zoho Mail.

Can I receive CC and BCC emails from my leads and contacts?

Yes, you can receive CC and BCC emails from your leads and contacts 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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