1. Select a record from Leads, Contacts or Accounts module.
   
2. Open an email from the record's related list.
   
3. Click  Enrich Data .
   If there is no new information you will receive a notification from Zia stating the same.
   
4. In the  Data Enrichment by Zia  page, click  Configure field mapping .
   
5. In the  Enrichment Settings  page, under Zoho CRM fields tab choose the fields from the drop-down list.
   
6. Click  Save .
   

Note

1. If you have already installed the "Data Enrichment" plugin in your CRM account, few global or company based information will be auto-populated from the internet. If required, you can overwrite those fields with the information retrieved from the email signature. You can instruct CRM to do so by selecting the checkbox of the respective fields under the Update tab.
   

1. You can use both the plugin and the email signature to enrich your CRM data. The former can enrich any global information on the record from the internet, while the latter can enrich personal information of a record.
   

Activity extraction from email

Emails often hold a lot more information than just a response or business conversation. Organizations can send invitations for webinars or send meeting links, share agendas or venue details, schedule calls or managers may assign tasks to their team members over emails. These information can be captured as activities in CRM for record keeping and proper follow-up. But adding these details manually can be time-consuming and may also introduce inadvertent errors while manually copying details from the emails. Zia's activity extraction from emails can help you to capture meetings, tasks, and calls automatically from an email. 

For the activities to be recorded in Zia's notification panel, the activity extraction needs to be enabled. You can enable this under Setup > Zia > Notifications > Zia for Email.

1. In your CRM account, go to  Zia panel.
   
2. In the activity list, click the activity notification. The relevant email appears on the left. 
3. Click the +Call/+Meeting/+Task button on the email.
   
4. In the popup, view the populated details of the call/meeting/task. If needed, edit the details.

Intent of an email

Admins can also set up custom intents for their organizations. They can train Zia with sample emails for the specific intents based on their business requirements, and Zia will identify and tag new emails with similar intents. Learn more.

Summary of an email

Emails from customers contain important information for your sales reps, like complaints, feedback, requests, etc. In general, we open emails to understand the meaning of the text and tend to summarize it to interpret what the sender is trying to convey. However, in real life business there are numerous emails that a person has to work upon. 

In Email Summary, Zia automatically summarizes the text of emails and provides a concise insight of the email in a single line . This way, without opening the emails the recipient will know the context and decide which email requires priority and which ones can wait. 

For example, an email complaint regarding the service employee will be summarized by Zia in a single line as shown below. The subject of the email will be  reflected as the header in the summary.

Zia will also analyze the forwarded or repeatedly replied to emails and give a summary for the same.  Besides viewing the email summary, a CRM user can perform the following actions by clicking the drop-down next to the Reply :

1. Download email attachments
2. Reply to the email
3. Forward the email
4. Preview email and initiate print action
5. Linking the email to a CRM deal
   

To view email summary

1. Go to the Leads/Contacts/Deals or equivalent custom module and select a record.
2. In the Emails related list, hover the cursor on an email.
3. Click View Summary.
4. Click Reply to send a reply to the original email sender's address. For other actions click the dropdown arrow and choose an option:
   

             (i) Reply all : Choose this to reply to everyone in the email thread.

            (ii) Forward : Choose this to forward the email.

            (iii) Print Preview : Choose this to view the email that is printed and initiate a print action.

            (iv) Link Deal: Choose this to add this email to an existing deal or a new deal in CRM.

Note: 

1. Zia automatically summarizes the emails that are received. There is no minimum number of email limit. 
   
2. Email Summarization is only supported in the English language
   
3. Email summary is supported only for organizations in US, EU, and IN DCs.

Email Sentiment Analysis

Zia analyzes the sentiment of incoming emails and categorizes them into positive, negative, or neutral to help the recipient decide which email needs their immediate attention. For example, among 10 emails if there is an email from a customer regarding payment failure, Zia will highlight it with negative sentiment thereby indication prompt attention. Prioritizing which emails have to be read and replied to first is crucial for the sales team in organizing their routine activities which is made easy with Zia's email sentiment.

 

Moreover, admins can turn on Consecutive Negative Sentiment alerts for users to get Zia notifications when a customer sends emails with negative sentiments consecutively. Thereby help get immediate attention to solve the customers' issues and prevent losing them.

 

Learn more about how email sentiments work.