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.

    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now

              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                Zoho SalesIQ Resources

                    Zoho TeamInbox Resources

                              Zoho DataPrep Resources

                                Zoho DataPrep Demo

                                Get a personalized demo or POC

                                REGISTER NOW

                                  Design. Discuss. Deliver.

                                  Create visually engaging stories with Zoho Show.

                                  Get Started Now

                                                        • Related Articles

                                                        • Using BCC Dropbox

                                                          When you use multiple email accounts for business, your email communication will be recorded in various mail clients. You can converge all these business communication in a single place, in your Zoho CRM account. For this, you need not configure your ...
                                                        • Can I see all the email added through BCC dropbox in reports?

                                                          Yes, emails added via BCC dropbox can be seen in custom reports created for emails.  To create the report: Go to the Reports module and select Create Report. Select the Primary module. Select Emails in Select related module. Click Continue. Select ...
                                                        • Why was an email received via BCC Dropbox not associated to the deal?

                                                          A BCC Dropbox email is always associated with most recently modified deal that does not have probability value as "0" in its current stage. If the probability is zero then two possibilities are there: the email will be associated with the next ...
                                                        • Troubleshooting Mass Emails

                                                          1. How can I see how many records are eligible to be sent mass emails? Open the List View, filter the records using the smart filter for "email is not empty", "email is not blocked", "email opt out is not selected". This will give the exact number of ...
                                                        • Troubleshooting POP3

                                                          1. Emails are not syncing with CRM records. The storage limit with POP is 5GB, if the mailbox contains more than 5GB of emails then new emails will not be synced unless additional storage is purchased with Zoho Mail or unwanted emails are deleted ...



                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                        CRM Tips

                                                        Make the most of Zoho CRM with these useful tips.

                                                          Zoho Show Resources