Troubleshooting BCC Dropbox | Zoho CRM - Help

Troubleshooting BCC Dropbox

1. I have set the search pattern to "Search for the recipient's email address in Contacts and Leads. If there are no matching records, then do not create any new records" but new records are still being created.
A new record will be created if the email address of the lead or contact exists in a record that is under either of the following sections:
  1. Approve Leads section
  2. Converted Leads section
  3. Recycle Bin.
To check whether this is the case:
  1. Enter the value in the global search and ensure that there is no existing record with the email address.
  2. Check in the Converted Leads view. Go to the Leads module > Converted Leads view > Smart filters > Email and enter the value then click Apply and ensure that no record exists with the same email address.
  3. Check in the Approve Leads or Contact section. Go to the Leads module > click the three dots icon and click Approve leads and ensure that no record exists with the same email address.
  4. Check the recycle bin and ensure that no record exists with the same email address.
2. New records are not being created from emails sent to the BCC dropbox email address
Records are created based on the Search Pattern and the approved email addresses. 
  1. Make sure to choose the right option in the Search Pattern to Search in Leads/Contacts, if not Create the record. 
  2. Check that the From email address is added to the list of approved email addresses.
3. Will BCC dropbox emails and their attachments be included in data backups?
Yes, the emails will be available in the email .CSV file and the attachments in the attachments file.

4. How many email addresses can be added to the approved email list?
Up to 10 email addresses added to the list of approved email addresses.

5. Why can't I see "Leads" or "Contacts" in the search pattern?

The user who is trying to create BCC might not have permission to access the Leads or Contacts module. Check with your administrator.


6. Will BCC emails sync if the email address is in the Secondary Email field?
Yes, emails which are sent to the secondary email address of a contact will be synced in Zoho CRM.

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