Email Credibility Dashboard: Track your account's email sending practices

Email Credibility Dashboard: Track your account's email sending practices

Greetings Customers,

We are rolling out an Email Credibility dashboard to help CRM administrators monitor the email sending practices of their organisation, and to help them implement domain authentication and email sending measures. Administrators can track spam complaints and bounce rates, while also making changes to their email sending setup by adopting Zoho CRM's recommendations.


Once this feature is made public, this Email Credibility dashboard will be available to administrators in all Zoho CRM paid editions, under Setup > Emails > Email Deliverability, in the Email Credibility tab. Through this dashboard, Zoho CRM will create an Email Credibility Score for each organisation, based on their sending practices, and will recommend actions administrators need to take in order to improve their scores. 

The credibility score is a numerical value set on a scale of 1 to 100, where any score above 70 is considered a good score. 

The following are score ranges, for reference:


Scores are generated by assessing the number of spam complaints and bounce volume gained over time for each customer account. The recommendations made to administrators to improve their scores include actions like adding an unsubscribe link within all email templates, authenticating email sending domains, and periodically cleaning their mailing list, amongst others.

The dashboard will also help administrators understand the number of email bounces their account has received - filtered by users and CRM features (mass emails, workflow emails etc.), and how their credibility score has changed over a certain period, using dedicated charts.



Additionally, the credibility score given to accounts helps the Zoho CRM team to identify accounts with poor email sending practices, and provision our email infrastructure and IPs accordingly, so that the emails sent by accounts with good email practices are delivered on priority, and aren't hampered by the poor practices of a few accounts who happen to share the same infrastructure.

Important notes:
  1. Zoho CRM calculates email credibility only for the following:
    • Emails sent using the built-in email functionality of Zoho CRM
    • Emails triggered by automation
    • Bulk emails sent using the mass emails feature
    • When Email insights are enabled, the emails sent via a configured mailbox using IMAP or POP3 will contain Zoho CRM's email tracking link. As a result, these emails will be taken into account when calculating the score.
    • Emails that are sent using the relay servers when Email insights are enabled.
  2. Emails that are sent from inboxes configured with IMAP or POP3 will not be taken into account when calculating the email credibility of an account if Email insights are turned off. This is because these emails are sent through the servers of the configured email provider and do not utilize Zoho CRM's email infrastructure.
  3. Zoho CRM calculates an account's email credibility score based on a collection of internal parameters that include the total active users present in the account, and the number of emails sent by these active users.
To view the help documentation for this feature, please refer to this link.

Availability: This feature is available for users in all DCs.

The update for today concludes here. Stay tuned for more significant improvements on the horizon. If you have any feedback or questions, please don't hesitate to share them with us by leaving a comment.

Thank you for your time, and I hope you have a wonderful day!

      • Recent Topics

      • FSM - Timesheet entires for Internal Work

        Hi FSM Team, Several of my clients have asked how they can manage internal timesheets within Zoho FSM. Since their technicians already spend most of their day working in FSM, it would be ideal if they could log all working hours directly in the FSM app.

      • Add a way of clearing fields values in Flow actions

        It would be great if there was an option to set a field as Null when creating flows. I had an instance today where I just wanted to clear a long integer field in the CRM based on an action in Projects but I had to write a custom function. It would be

      • Role Management

        I am creating an analytics dashboard for a company that will be utilized by its various departments such as Finance, Marketing, and HR. My goal is to design the dashboard with separate tabs for each department. Additionally, I plan to implement role-based

      • Announcing new features in Trident for Windows (v.1.37.5.0)

        Hello Community! Trident for Windows just received a major update, with a range of capabilities that strengthen email security and enhance communication. This update focuses on making your mailbox safer and your overall email experience more reliable.

      • Early Payment Discount customize Text

        Hi, I’m currently using Zoho Books and am trying to customize the standard “Early Payment Discount” message that appears in the PDF invoice template. I’ve reviewed the documentation here: https://www.zoho.com/books/help/invoice/early-payment-discount.html

      • Deprecation of SMS-based multi-factor authentication (MFA) mode

        Overview of SMS-based OTP MFA mode The SMS-based OTP MFA method involves the delivery of a one-time password to a user's mobile phone via SMS. The user receives the OTP on their mobile phone and enters it to sign into their account. SMS-based OTPs offer

      • DKIM Now Mandatory - Changes to Zoho Forms Email Policies

        Hello Zoho Forms Users, This post is to inform you about an important update regarding the authentication of all email domains in your Zoho Forms account. This year, we are doubling down on our commitment to deliver a secure, seamless, and empowering

      • Call description in notes

        When completing a call, we type in the result of the call in the description. However, that does not show up under the notes history on the contact. We want to be able to see all the calls that have taken place for a contact wihtout having to go into

      • Email Address for Contact not Populating

        When I click "Send Mail" from a Contact's page, their email address does not auto populate the "To" field. How do I make this happen?

      • New in CRM: Dynamic filters for lookup fields

        Last modified on Oct 28, 2024: This feature was initially available only through Early Access upon request. It is now available to all users across all data centers, except for the IN DC. Users in the IN DC can temporarily request access using this form

      • Why hybrid project management might be the best fit for you?

        Project management techniques are designed to equip teams with proven methods for easy and efficient project execution. While management teams may have apprehensions about adopting the hybrid method of project management, we’ve compiled the top reasons

      • Allow all Company Users to view all projects, but only owner/admins can change projects

        I was wondering if there was a permission setting I could adjust to allow all our company users to see all projects created. Then, only the project owners and admins with the change permission. Thanks

      • Seeking help to be able to search on all custom functions that are defined

        Hello I have a lot of custom functions defined (around 200) and i would like to search some specific strings in the content of those. Is there a way to accomplish that? If not, is there a way to download all existing custom functions in some files locally

      • Add Bulk Section / Grid Layout Duplicate Feature in Zoho Forms Builder

        Currently in Zoho Forms, users can only duplicate individual fields. There is no option to duplicate an entire section or two-column/grid layout with all internal fields. This becomes inefficient when building structured forms such as Family Details,

      • Leistungsdatum in Rechnungen (Zoho Books)

        Hallo, ist es irgendwie möglich den Leistungszeitraum in der Rechnung aufzuführen? Beste Grüße Aleks

      • Zoho Trident Windows - Streams Not Visible

        Namaste We’re having an issue with Streams not being visible in Trident (Windows), which is important for us as we share many emails internally. It appears that the feature to show Streams above the Inbox folder, as seen in the default mailbox view, is

      • Sales IQ Chat Widget is Only Displaying Last Name

        Can anyone suggest why the widget is only displaying "last name"?! We have the latest version of the wordpress plugin installed. Thanks Thanks!

      • Shopify - Item sync from Zoho Inventory

        Hi team, We’ve connected Shopify with Zoho Inventory. We want that when an item is created in Zoho Inventory, it must create a product in Shopify. But currently, new items created in Zoho Inventory are not getting created in Shopify even after clicking

      • Kill zoho meeting

        Saying the quiet part out loud. Can zoho please just give up on the idea that they can make a meeting platform and just make our workplace licenses cheaper when you remove it so people can switch to zoom or teams. Tired of the excuses, you guys cant make

      • Utilisation de Zoho en conformité avec l’article 286 du Code général des impôts (CGI)

        Cher(e) client(e), Conformément à l’article 286 du Code général des impôts (CGI) impose aux entreprises assujetties à la TVA d’utiliser des systèmes de caisse ou de gestion commerciale certifiés lorsqu’elles enregistrent des ventes à des particuliers.

      • Unable to Create Task as a Support Administrator

        Hello! I want to ask for help regarding creating tasks within the tickets. I am by default the Support Admin. I should be able to create tasks or activities right? But there's a prompt that I need to contact the Administrator. See photos for reference.

      • Introducing Forms in Zoho Sheet

        We hereby bring you the power of ​forms in Zoho Sheet. ​Now, build and create your own customized forms using Zoho Sheet. Be it compiling a questionnaire or rolling out a survey, Zoho Sheet can do it all for you. Forms is an excellent feature that helps you collect information in the simplest of ways and having it in Zoho Sheet takes it a notch higher. Build Simple yet Powerful forms Building forms using Zoho Sheet is fairly simple. The exclusive 'Form' tab lets you create one quickly. Whether you

      • Layout one survey question in a time & redirect next Page based on previous response

        I have doubt while, I am scripting survey on the Zoho where I redirecting to next page based on my previous response but didn’t get success on this. Please help me on this and tell me how I layout one survey questions in a time when I submit response

      • Zoho Bookings form pre-filled with Zoho Forms in

        Hi, I've got a contact page on my website and I'd like to have the option to book an appointment (redirected to zoho bookings page) after an option is submitted on the contact form. how would I go about doing this? thanks

      • Support “Other” Option with Free Text in Dropdown Fields

        Hello Zoho Bookings Team, Greetings, We would like to request an enhancement to the registration form fields in Zoho Bookings, specifically for dropdown fields. Current Limitation: At the moment, dropdown fields do not support an “Other” option that allows

      • Detailed Balance Sheet for tax preparer

        I'm using the free edition of Zoho Books. My tax preparer is asking for "detailed" Profit & Loss and Balance Sheet reports which include all the activity and transactions within the various categories. The default reports do not include these details.

      • Sending automated messages that appear in the ticket's conversation thread

        Good morning, esteemed Zoho Desk community, warm greetings Today I am here to raise the following problem, seeking a solution that I can implement: I need to implement an automation that allows me to send reminder messages to customers when I am waiting

      • Payment Card or Identity form-fill from Vault?

        Hello! I'm working on replacing Bitwarden with Vault and one issue I've run into is that I can't find any option to fill address and payment forms from Payment Card or Identity info that has been saved in Vault. Is there a way to do this? Is it a planned

      • Ability to add VAT to Retainer Invoices

        Hello, I've had a telephone conversation a month ago with Dinesh on this topic and my request to allow for the addition of VAT on Retainer Invoices.  It's currently not possible to add VAT to Retainer Invoices and it was mutually agreed that there is absolutely no reason why there shouldn't be, especially as TAX LAW makes VAT mandatory on each invoice in Europe!   So basically, what i'm saying is that if you don't allow us to add VAT to Retainer Invoices, than the whole Retainer Invoices becomes

      • Time Log Reminder

        Tracking the time spent on tasks and issues is one of the most important functions of a timesheet. However, users may forget to update the time logs because they have their own goals to achieve. But, time logs must be updated at regular intervals to keep

      • [Early-access] Introducing Zoho's CommandCenter - Cross-Zoho business process automation

          Resources to help Webinar recording | Documentation  Feature Restrictions Currently available on early-access only for US data center accounts Features Role CommandCenter as a Service uses signals across Zoho services to propel the movement of records

      • Tip #58- Accessibility Controls in Zoho Assist: Learning- 'Insider Insights'

        Learning should be clear and interruption-free for everyone. Timely feedback plays an important role in helping users understand actions as they happen, without breaking their focus. In this post, we’ll explore the final section of Accessibility: Learning.

      • ZIA "Generate Content" action doesn't have contexual data from the ticket

        "Generate Content" action doesn't have contexual data from the ticket. I try to get AI to help me with this ticket but it doesn't seem to have any ticket information as context. Although the ticket has a lot of information in it.

      • Zoho Desk - Zoho FSM Integration issue on Mobile and iPad

        Hello Team, I am trying to create a Work Order (WO) using the Zoho FSM integration (Add-on Service) that is integrated with Zoho Desk. The issue is that the integration is not working on mobile devices and iPads. While I am able to create the WO, Request,

      • E-File Form 1099 Directly With the IRS From Zoho Books

        The Form 1099 filing season has begun, and businesses are required to e-file certain forms with the IRS to report payments made to vendors and contractors. If your business made qualifying payments during the year, you must e-file the appropriate Form

      • Suggestions for showing subscribed Topics in CRM (contact record)

        We have several Topics set up in ZMA. We also have a sync set up between ZMA and CRM. I'd like to display the subscribed topics on the CRM Contact record. This will allow the Sales team (who uses CRM) to see at a glance what topics a Contact is subscribed

      • Replies sometimes creating separate ticket

        Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person responding

      • Re-hide fields when option is unselected

        Hi all Can anyone help me with this - when I create a 'show' field rule for when a dropdown option is selected, how to I make it so the 'show' option re-hides if that option is no longer selected?

      • Custom Fields

        There is no way to add a custom field in the "Timesheet" module. Honestly, the ability to add a custom field should be available in every module.

      • Consultant-Only Booking Page

        Zoho Bookings does not allow for Meeting Type OR Workspace-Wide booking pages to be turned off. This is detrimental to organizations that have territory-based or assigned accounts, because if prospects can go to these booking pages and either select the

      • Next Page