Quickly send emails and sync conversations with custom email addresses in CRM

Quickly send emails and sync conversations with custom email addresses in CRM

Editions: All editions
DCs: All DCs
Release plan:
This enhancement has been released for customers in all DCs except IN and US. We will be enabling it for IN and US DC customers soon.
[Update on 22 May 2024] This enhancement has been released for all customers in all DCs.

Help doc: Custom email fields preferences

Hello folks!

A quick update regarding custom email fields in CRM.

In many situations, multiple email addresses are used by a single person. For example, a customer may have multiple email addresses for various purposes, such as personal communication, online shopping, work-related correspondence, project discussions, financial transactions, and more. The reasons for having multiple email addresses can range from personal preferences to legal compliance. The CRM already supports custom email fields to help list multiple email addresses in a record (in addition to the primary and secondary email fields).

You now have the ability to easily send emails to and sync conversations with such custom email addresses within the CRM to ensure a comprehensive view of your email communications. Please note that this is not enabled by default.

In order to enable this support for custom email addresses, admins can:
  • Navigate to Setup > Channels > Email.
  • In the Email Configuration tab, select Custom Email Preference.
  • Enable Custom email fields preferences.


The following will be enabled based on the preference set by the CRM admin:
  • The addresses stored in custom email fields will be available as quick suggestions and autocomplete suggestions in the email composer.

  • Emails sent and received from email addresses (stored in custom email fields) will be synchronized in the email related list. The filters have been improved to help you concentrate on the necessary conversations. If you wish to have an overview of all communication with a person, you can choose the All Emails view. This will display all email discussions linked to the primary, secondary, and custom email fields.

  • The Latest email status filter will consider conversations with custom email field addresses, along with primary and secondary email addresses, to display relevant records.
  • Email conversations with custom email field addresses will be included in reports.
Points to remember
  • Custom email field preference applies for Leads, Contacts, Vendors, and custom modules.
  • The All Emails view will be available only when the total number of filled-in email fields (including system-defined fields) is five or fewer.
  • If the total number exceeds five, you will be provided with an All emails - Sent from CRM view instead of the All Emails view.
  • The email sharing settings configured for the primary and secondary addresses will also apply for custom email addresses.
  • The custom email fields preferences can be enabled only when all the users in an organization are in the latest email configuration.
  • This is currently supported for IMAP and POP3 users only.
  • If any org has an active Gmail API integration, for now they cannot enable this preference. This will be supported in few months.
  • This feature is not available in mobile apps currently.

    • Recent Topics

    • How to create a new Batch and update Stock via Inventory?

      Hi everyone, We are building an automation where a user enters batch details (Batch Number, Mfg Date, Expiry, and Quantity) into a Custom Module. I need this to trigger an API call to Zoho Inventory to: Create the new batch for the item. Increase the

    • Can't change form's original name in URL

      Hi all, I have been duplicating + editing forms for jobs regarding the same department to maintain formatting + styling. The issue I've not run into is because I've duplicated it from an existing form, the URL doesn't seem to want to update with the new

    • How do I open MSG files in Microsoft Word?

      If you want to open MSG files in Microsoft Word is not natively supported, as MSG is an email file format created by Microsoft Outlook. However, there are professional approaches to access MSG content in Word. First, open the MSG file in Outlook and copy

    • Unable to charge GST on shipping/packing & Forwarding charges in INDIA

      Currently, tax rates only apply to items. It does not apply tax to any shipping or packing & forwarding charges that may be on the order as well. However, these charges are taxable under GST in India. Please add the ability to apply tax to these charges.

    • How to add packing & forwarding charge in purchase order & quotation???

      Hello Zoho Team I have just started using Zoho for my company and I wanted to make purchase order. My supplier charges fix 2% as packing & forwarding on Total amount of material and then they charge me tax. For example, Material 1 = 100 Rs Material 2

    • How to create a boxplot chart in Zoho Analytics?

      Hi, I'm looking forward to making a boxplot in Zoho Analytics, either with all my data or with a time segmentation. No documentation or YouTube video explaining that was found. I guess this is a feature gap. How feasible would it be to add this to Analytics?

    • What are the create bill API line item requiered fields

      While the following documentation says that the line items array is requiered it doesn't say what if any files are requiered in the array. Does anyone know? API documentation: https://www.zoho.com/inventory/api/v1/bills/#create-a-bill I'm trying to add

    • WorkDrive issues with Windows Explorer Not Responding

      We are using WorkDrive to collaborate on editing video content. We have a lot of files and quite a few are a few gigs. Recently anytime I try and work with the files Explorer freezes for a couple minutes whether it's dragging the files into Premiere or

    • Connecting Zoho Inventory to ShipStation

      we are looking for someone to help connect via API shipStation with Zoho inventory. Any ideas? Thanks. Uri

    • Where is the settings option in zoho writer?

      hi, my zoho writer on windows has menu fonts too large. where do i find the settings to change this option? my screen resolution is correct and other apps/softwares in windows have no issues. regards

    • Using IMAP configuration for shared email inboxes

      Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

    • When Does WorkDrive integrate with Books?

      When Does WorkDrive integrate with Books?

    • POP mailbox limits

      If I am accessing a remote POP mail server using Zoho Mail is there a mailbox quota for the account or is it all related to my mail account storage limits?

    • Warranty Service and Repair in Zoho FSM

      Hi There, We are a retail store that sells products and also performs installations and repairs. Our field technicians handle this work. Some repairs are covered by manufacturers, who reimburse us for both parts and labour. In these cases, we perform

    • Zoho Sheet for Desktop

      Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

    • WhatsApp phone number migration

      Hi @Gowri V and @Pheranda Nongpiur, Thanks for implementing the promised enhancements to the integration between Zoho CRM and WhatsApp. The previous discussion has been locked, so I'm opening this new one. I am copying below a specific

    • WebDAV support

      I need WebDAV support so that I can upload/download (and modify) documents from my local file system. Is anything planned in his direction?

    • Suggestions for Improved Table Management and Dashboard Filter Controls in Zoho Analytics

      Dear Zoho Analytics Community, I hope you are doing well. I would like to share a few suggestions based on issues I am currently experiencing while working with visualizations and dashboards. Firstly, when I create a new visualization using the Sales-Order

    • SPF: HELO does not publish an SPF Record

      I am using Zoho mail. Completed all of the required prerequisites from the dashboard to avoid any issues with mail delivery. But when checking on mail-tester.com getting the following error. Can anyone help me solve this?

    • How do I create an update to the Cost Price from landed costs?

      Hi fellow Zoho Inventory battlers, I am new to Zoho inventory and was completely baffled to find that the cost price of products does not update when a new purchase order is received. The cost price is just made up numbers I start with when the product

    • Price Managment

      I have been in discussions with Zoho for some time and not getting what I need. Maybe someone can help explain the logic behind this for me as I fail to understand. When creating an item, you input a sales rate and purchase rate. These rates are just

    • Actual vs Minimum

      Hi all, I am sure I am not the only one having this need. We are implementing billing on a 30-minute increment, with a minimum of 30 minutes per ticket. My question is, is there a way to create a formula or function to track both the minimum bill vs the

    • Generate leads from instagram

      hello i have question. If connect instagram using zoho social, it is possible to get lead from instagram? example if someone send me direct message or comment on my post and then they generate to lead

    • Kaizen #234 - Automating Deal Handoff with Zia Assistant API, Workflow, Deluge, and Widget in Zoho CRM

      Hello all! Welcome back to a fresh Kaizen week. In this post, we will explore how to automate the deal handoff process in Zoho CRM using Zia Assistant API + Workflow + Deluge + Widgets. Here’s how the final output looks when a deal is reassigned 1. Deal

    • How do you print a refund check to customer?

      Maybe this is a dumb question, but how does anyone print a refund check to a customer? We cant find anywhere to either just print a check and pick a customer, or where to do so from a credit note.

    • Ability to assign Invoice Ownership through Deluge in FSM

      Hi, As part of our process, when a service appointment is completed, we automated the creation of the invoice based on a specific business logic using Deluge. When we do that, the "Owner" of the invoice in Zoho FSM is defaulted to the SuperAdmin. This

    • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

      Availability Update: 29 September 2025: It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition exclusively for IN DC users. 2 March 2026: Available to users in all DCs except US and EU DC. Latest

    • Enhancement to ICR’s field prompting: Preferred data extraction using advanced field prompting

      Dear Customers, We hope you’re well A quick background Intelligent Character Recognition (ICR) comes as part of Zia’s optical recognition capability called Zia Vision. When we introduced it last April, the data extraction was training-based and was applicable

    • See a list of all records enrolled in a cadence?

      I am looking for a way to see a list of all leads or contact currently enrolled in a cadence. I do not see any way to do this through the cadence UI.

    • Limitation in chart of accounts

      There is a limitation of 4000 accounts in chart of accounts  Zoho needs to remove this limit

    • How do I change the account bank charges are charged to?

      I want bank charges charged to my Credit Card Fees account. Is there a way to do this?

    • Real signature in Zoho Expense PDF report ?

      Hello ! Is there a way to put a real signature on the signature line when a PDF report is generated in Zoho Expense? Through Zoho Sign or another way? Can't seem to make it work.

    • Copy paste settings

      Hello all i have 2 organizations running in ZOHO books in one organization i have customised Tax rates, codes and customized templates instead of manually doing again in org 2 can i have some shortcut to copy paste or export and import??

    • Custom TDS on Vendor Credits via API

      Hi, We are using Zoho Books APIs for posting Bills and vendor credits. We are unable to post custom TDS amount posting vendor credits. Can you please share the API spec and Payload that need to be sent for Custom TDS for Vendor Credits.

    • "Unlink" Advance from Bill without Deleting the Payment Record

      I am writing to highlight a significant workflow issue in Zoho Books (India Edition) regarding Vendor Advances and Bills. The Scenario: I recorded an Advance Payment to a vendor. I matched/reconciled this payment in the Banking module. I received a Bill

    • Advance Payment Record Removed When Deleting Applied Credit from Bill

      Hello, So while working with vendor advance payments, I noticed that removing the applied credit from a bill also removes the corresponding entry from the Payments Made section. What I did : Recorded an advance payment to a vendor through Payments Made.

    • What is the best way to convert MSG file to Word format?

      The best way to convert MSG files to Word format is by using a reliable and professional tool Aryson MSG file Converter. Manual methods are often time-consuming and may not preserve email formatting, attachments, or metadata accurately. In contrast, Aryson

    • Address Typeahead Extension for Zoho Books

      I installed the Address Typeahead extension for zoho books but when I went to configure it, it said that that version was deprecated. Is there a newer version somewhere?

    • Zoho Projects : Task should auto-update to 'In Progress' if timer started

      Namaskaram. Right now, if a Task's timer is started, the Task stays in 'Not Started' status. One has to manually update it to 'In Progress'. From a #uxdesign standpoint, it is an unnecessarily two step process to start working on a task. It would be better that, if I start the timer on a task, it should automatically change to 'In Progress' status. Crafted with ❤️ Zoho Gurus | Zoho One Practice Team @ CubeYogi Zoho Authorised Partner | 7+ Yrs | 200+ Projects | 100+ Customers

    • Invoice template with sales tax totals

      Hi everyone,  I am trying to edit my invoice template so that only the total sales tax collected for my tax group shows up. Right now, under by sub total, each individual tax shows up and that takes up a lot of unnessary space, so I just want the one

    • Next Page