Hello Zoho Community,

I'm running a travel agency (B2B and B2C) and we've been struggling with what seems like a basic functionality that we cannot get to work properly.

Our use case:

We send emails to suppliers (hotels, transportation companies) and clients directly from within an Opportunity/Deal record requesting availability, quotes, etc. The outgoing email correctly links to the Opportunity. However, when the supplier or client replies, the incoming email only associates with the Contact record, NOT with the Opportunity.

What we've tried:

- IMAP integration is configured and working (Office 365)

- Sync status shows "Functional" and "In progress"

- Email sharing settings configured

- SalesInbox is enabled

- Searched extensively for "email association" settings but cannot find them

- Our Zoho expert consultant says this automatic association is not possible

Our environment:

- Zoho CRM Ultimate (EU datacenter)

- Interface in Spanish

- IMAP integration with Office 365

My questions:

1. Is there a way to automatically associate incoming email replies with the Deal/Opportunity from which the original email was sent? If yes, where exactly is this setting?

2. If this is not possible in Zoho CRM, would Zoho Desk handle this better? We're considering integrating Desk if it can maintain conversation threads linked to CRM Opportunities.

3. Has anyone solved this with a Deluge custom function or workflow?

This is critical for our operations. We manage dozens of opportunities simultaneously, each with multiple supplier communications. Having to manually search for replies or constantly check the Contact record instead of the Opportunity is extremely inefficient.

Any guidance would be greatly appreciated.

Thank you!