The Gmail and Outlook integration allows you to communicate with your leads via email without ever having to log into the CRM.
You can perform the following tasks directly from your inbox:
- Email your leads with automatic binding of emails to corresponding lead records
- Post a Lead note by replying to the Lead Event notification email
- Post a Helpdesk ticket comment by replying to the Helpdesk Event notification email
Additionally, you may designate an email account for automatic creation of support tickets in the CRM (for example email@example.com) which can be used by your clients to submit tickets without logging into the CRM.
The two integrations also allow you to sync your Google or Outlook calendar with the CRM calendar. More info: Calendar Integration Guide
Syncing Your Email Account
To sync your Gmail or an Outlook account to your CRM user account, click on your username in the top-right corner and click Settings:
On the Settings page, click Manage Emails:
A popup window now appears where you can select the type of email account you wish to sync:
Note: In addition to Gmail and Outlook you can also sync email accounts using the IMAP and SMTP protocols, by entering your credentials and connection settings manually.
To proceed with syncing a Gmail or Outlook account, click on the appropriate button and follow the authentication instructions that appear on your screen.
After you authenticate your account successfully a confirmation message is shown:
The Manage Emails popup window now shows the email icon next to your primary user email to indicate that your user account is now synced to your mailbox:
To unsync your email account, simply click on the email icon and confirm the deletion:
Once your email account is synced you can continue to email your leads either from the CRM or your email account.
All emails (both inbound and outbound) will be shown in both the CRM and in your email account.
Emails sent from a synced account are automatically bound to the appropriate lead record based on the lead email fields that have been enabled for email binding.
To learn more about how the CRM binds the emails to the correct lead records please see our article on Email Binding.
- If multiple leads share the same email address, a new email sent from your Gmail or Outlook account will be bound to the lead that has the most recent update to it (lead field values, status, note, or task). The same applies to new email (non-replies) that are sent to you.
- If an email message that you sent is bound to a lead and is responded to, the reply will be tied to the same lead, even if another lead has been updated more recently.
- If you are an administrator and need to sync an email account for a user, you can do so using the Manage > User Accounts menu.
Posting Lead Notes and Ticket Comments by Email
The CRM also allows you to sync dedicated group email accounts that your clients can use to communicate with the sales and support teams.
Once synced, the CRM users will begin to receive email notifications for various Lead and Helpdesk Ticket events, and they will be able to respond to those events without logging into the CRM.
As an example, you could designate an email account called firstname.lastname@example.org for sending email notifications to users whenever a new lead note is manually posted in the CRM by a user.
By simply responding to such a notification, a user can post a lead note in the corresponding CRM lead, right from their inbox.
A separate email account (for example email@example.com) can be designated for sending email notifications when new tickets are created or new ticket comments are posted.
By responding to such a notification, the user can post a ticket comment in the CRM directly from their inbox.
Additionally, your clients can now create a new Helpdesk ticket automatically by simply sending an email to the designated support account.
Automatic ticket creation is a valuable feature for organizations enabling clients to submit tickets via email without logging into the CRM.
Syncing the Group Email Accounts
To sync a group email account for Leads, go to Manage > Users & Groups > Manage Groups and open the group that you wish to edit:
On the settings page, click on the appropriate mail account icon next to the "Connect Account For Lead Emails" option, and follow the instructions on screen to complete the account authentication:
To sync a group email account for Helpdesk, follow a similar procedure by using the "Connect Account for Helpdesk Emails" setting:
Once the Helpdesk account is synced, you will also need to select a default ticket type for new tickets, and optionally an auto-reply message that will be sent back to the requester automatically:
We recommend making a ticket type called Inbound Email Received and setting an SLA of 1 day.
For more information on managing user groups please see our article on Using Groups to Segment Access to Leads, Merchants, and More