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

        • Zoho People > Candidate Form > error Editable Primary Lookup is needed to set add permission

          Hello All I have try to turn on the add feature in the candidate form It show the error Editable Primary Lookup is needed to set add permission What is missing from my side?

        • 6 time-saving tips for working with tables in Zoho Writer

          Tables have always been the best way to represent data. They help you structure and categorize information systematically and present them in a simpler way. While tables in Zoho Writer are easy to implement, some tasks might not be that obvious.  Here are some time-saving tips to help you work better with tables in Zoho Writer:    1. Insert Multiple Rows / Columns in a Table Adding more rows and columns is the most common action performed while working with tables. Instead of using the Table tab,

        • Add Built-in "Partner Finder" / "Contractor Directory" Tab to Zoho Desk Help

          Hi Zoho Team, We hope you're doing well. We would like to request a new feature for the Zoho Desk Help Center: A built-in, configurable "Partner Finder" / "Contractor Directory" tab or section, similar in concept to your own Zoho Partner Finder at: 🔗

        • Can't get sender adress to work

          Hi, I am having some trouble getting the sender adress to work for responses on tickets. I would like to configure a sender adress that is different from the zohodesk emailadress that is normally used. These are the steps I have followed: 1. Add a new

        • Question Regarding Deleted Reports in Zoho Desk Analytics

          Dear Zoho Desk Support Team, I hope this message finds you well. We have a question regarding the Analytics module in Zoho Desk, specifically related to deleted reports/dashboards. We would like to understand the following: Is there a recycle bin, recovery

        • Add an option to start zobot when user clicks the Chat with Us button

          I would like to have an option to start the zobot when user clicks on "Chat with us" button when chat widget is maximized that way visitors could see first the homepage and decide which channel they would like to use to connect, or to see the quicke help

        • Zoho Books - Feature Request - Provide "Show PDF View" toggle on Invoice records

          I have noticed it is possible to activate or deactivate the PDF preview on some records but not all. This would be very helpful on Invoices when a custom template is being used and the PDF preview does not represent the output file. Not available on:

        • Incorrect Handling of XLSX data

          Trying to import an XLSX schedule of bills into Zoho Books I ran across the problem of date formatting. To replicate: Build a CSV file with bill dates in whatever format you like and import it - this should work if you match the "dd/MM/yyy" etc. format

        • Disable Smart Filters By Default

          The smart filters "feature" is causing confusion for Zoho Mail users. New emails should be delivered to the inbox unless they have specifically opted to redirect them somewhere else. People don't understand that new emails might be waiting in a random

        • Adding Columns to Reports

          Hi, Is it possible to choose fields to be added as columns in the reports? Thank you.

        • How do I automatically assign the project owner for all tasks in Zoho Projects?

          I have been researching for days on how to automatically assign all the tasks to the project owner on creation of the project in Zoho Projects. I have been having to go in and manually change all the task owner from 'unassigned' to the owner of the project

        • CRM Kiosk - Action for GetRecords

          I have a Kiosk screen with GetRecords and want to use the selected records in a custom function. My particular case is to set a lookup value on the selected records. Generally speaking though, I want to work with the selected records in a function. I

        • Email for customer to provide payment information

          Is there a way for customers when you set up a subscription to get an email that prompts them to put in their billing information to start their subscription? Also, can you show the subscription in their portal?

        • Unable to display field label from a hidden Single Line Textbox in Description

          Hi folks, I'm unable to display my hidden field, e.g. ${zf:SingleLine4} , in my description. I'm pre-filling this hidden Single Line Text box via "Field Alias - Pre-fill URL" settings. I noticed that my decimal form fields work, e.g. ${zf:Decimal}, and

        • Lookup fields

          Is there any way to add Lookup fields to Zoho FSM -- I do not see the option but I see default lookup fields in different modules

        • Zoho Analytics - Bill Table

          Hi I am new to Zoho and mainly work in Books. Recently learned of Zoho Analytics and am exploring it to create reports that would be useful for me. For example, I want to create a bills cash forecast by week for cash flow planning. When I start to create

        • Creating a tax - amount table in Analytics

          Hi everyone, I would like to create a report in Zoho Anayltics that creates the tax and amounts in a table. I have been able to create a report that shows me all the tax accounts, but I can't get it combined with the amounts of the accounts. Is there

        • Is it possible to do custom domains on test accounts that use saml setups?

          In Zoho Billing, Is it possible to do custom domains on test accounts that use saml setups for the customer portal?

        • I’m facing an issue while trying to upload a PDF file to a custom file upload field within the Leads module via the Zoho CRM API.

          Hi Zoho Team, I’m facing an issue while trying to upload a PDF file to a custom file upload field within the Leads module via the Zoho CRM API. I am able to manually upload a PDF into this field through the UI. I am also able to upload files as attachments

        • No chat option

          Chat option is not available in Android app.

        • How to add custom templates in zoho sheets mobile

          How can I add custom templates in Zoho spreadsheet mobile?

        • Order Items

          Hi .. We have to implement orders with line but each line should have a separate record and not as a subform, does anyone have experience with that kind of solution what is the best practice for that kind of thing Thanks

        • Trello: Invalid Client - Client ID passed does not exist

          Hello, I am trying to authorize the Zoho CRM power-up in Trello but always land on the following page: I tried adding a trello client to the Zoho API console but this generated a different client ID to the one in the link of the page in the above picture.

        • Zoho Sprints - Q2 updates for 2025

          Hello everyone! We’re excited to share the latest updates from Zoho Sprints for Q2 2025! This quarter, we rolled out a few highly-requested features designed to enhance collaboration and time management across your projects. Here's a look back at the

        • CRM Email Insights Not Working - Status not Changing

          I used to be able to see if a customer opened/read an email in CRM, but I no longer get those status changes inside their record. I have everything enabled and I am sending the email from CRM. The experience center has the status' enabled as well. Any

        • The use of Ticket statuses

          When your support team mark a ticket "Closed" before I had a time to check what your team has done on the ticket - I have to consider this as you consider the ticket closed even if I dont consider it closed. Which automatically produce a negative sentiment.

        • "Replace" an existing version of CRM

          Hi all, I have a question, I saw an article about this once, but I now cannot find it. I am working with a client who has had their CRM in Zoho One built and extensively modified. But it is non-functional now, and rather than try and unpick the system,

        • Data Import From a private PostgreSQL RDS Instance

          Hello All, I feel like the problem I am experiencing has been seen before; however, I am having a difficult time finding any solutions. Hoping the community has some insights. I am trying to import data from a PostgreSQL RDS instance that is behind an

        • Assistance Required: Authentication Error When Sending Credit Application Form

          Hi, I'm encountering an error message that states: "Authentication unsuccessful – the user credentials were incorrect." This occurs when I attempt to send the credit application form to our customers. I've attached the form I’m trying to send for your

        • Missing Fields in Lead Conversion Mapping

          I’ve been using Zoho CRM since 2013 to manage leads and convert them into contacts and jobs. When I convert a lead to a customer, I create a new contact and a job. Previously, this process automatically transferred key information from the lead to the

        • Allow selection of select inactive users in User data fields

          Hello, We sometimes need to select a previous employee that has an inactive account in the User data field. For example, when doing database cleanup and indicating actions are done by a certain employee that weren't filled out when they were part of the

        • Connection to Zoho One

          My org has a Zoho One account, which includes Zoho Social. We are wanting to try linkthread. However, I want to make sure it is set up properly from an account perspective, as I have accidentally created Zoho accounts separate from Zoho One when I didn't

        • Ticket Automatically Created from Closed Chat

          Is there a way to prevent a ticket being create for every chat.... or at the very least have it automatically closed.

        • IMPORT INVOICES CSV

          Hi, Impossible to import invoices in Zoho books with a csv file. I have also tried with the template. My topic keeps getting closed but I did not get any answer Is there an issue with this fonctionnality ?

        • Related Lists in Email Templates

          Hi Zoho team, I would love to see a feature where related list information can easily be added to an email template (instead of mail merge). I have a client who books flights for their customers. They do this through a Flights module so all booked flights

        • Outlook plugin funktioniert nicht.

          DAs Outlook Plugin funktioniert nicht mehr. Ich werde aufgefordert, mich mit der App "OneAuth" anzumelden Intelligente Anmeldung per OneAuth funktioniert nicht zufreidenstellend. Nach erfolgreicher Anmeldungung mittels QR Code lande ich wieder beim QR

        • iOS App Version 3.0 - Customer list gone?

          Not sure when this changed, but I seem to have been updated to 3.0 for the phone app (on iOS). I'm pretty sure that I used to have a Customers button that allowed me, for example, to see what appointments a customer has. Has this disappeared or am I just

        • Zoho Signature, "For Demo Purpose Only Powered by Zoho Sign"

          How to disable this text on the documents for signature. "For Demo Purpose Only Powered by Zoho Sign"

        • Add Resource variable to notification email customisation for Event Type

          The notification email customisation feature for Event Type does not include a variable for the Resource field. Without this field, Zoho Bookings cannot be used by any business for resource-based services or event types e.g. room bookings, equipment bookings.

        • Can't find add role button, is iet st because I have the free subscription

          Trying to add my accountant in Zoho Books if I press the add accountant button, I get stuck as it says no such role exists, and won't let me continue, I can't find the add roles button, so I am stuck. Is it because I have the free subscription? Also can't

        • Next Page