The Gmail Integration feature enables you to connect your Gmail account to your CRM and exchange emails with your leads without having to log into the CRM.
Emails sent from a lead will be tracked in the Notes. If an email sent from a lead is replied to, that email will also be added as a Note, including all email attachments and inline images.
You may also designate a separate Gmail account to send group email notifications to whenever a new Note is posted manually in your CRM. When you reply to such a notification using your email, your comments will be automatically added to the Lead as a new note.
Additionally, your CRM is able to accept direct emails to internal email addresses (e.g. email@example.com) for Helpdesk Ticket creation and/or comments. Replies sent to these emails will have the responses posted directly to the corresponding ticket.
Creating new tickets automatically is an important feature for organizations that would like to enable their clients to submit tickets by email without logging into the CRM.
Connecting Your Gmail Account
To connect a new Gmail account to your CRM account click on your username in the top-right corner and click Settings:
On your Settings page, click Manage Emails:
A popup will now appear which you can use for adding multiple email accounts to your CRM account.
To add a new Gmail account, click on the Gmail button:
You will now be transferred to the Gmail authentication page where you can select the account that you wish to sync.
Select your default Gmail account, or click Use Another Account to select a different account:
After you’ve selected the desired account, click Allow:
With that, your Gmail account connection will be complete and you’ll find your new account on the list of additional account emails:
The red icon shown next to the new email address allows you to remove the account from your settings, while the Gear icon allows you to edit your sender name or to set the new email as your primary CRM email account.
If you are an administrator enabling a new Gmail connection for one of your users, you can do so using the Manage > User Accounts menu.
Sending And Receiving Emails Using Gmail
Once you've connected your Gmail account to the CRM, you're ready to start sending emails.
Select the Gmail account in the Sender Email drop-down (in case you haven't set it up as the primary account) and send your email normally:
When you receive a reply, a notification message will be shown and you can hit the Reply button on the message to respond immediately:
Aside from seeing this popup notification, the incoming email will also appear in your Lead as a new note and be accessible historically.
You can view the HTML contents of emails by clicking on the envelope icon (in the top right corner of the note) or reply/forward the email via the Reply button:
Group Notifications Using Gmail
The CRM Group Settings enable you to incorporate email responses to Group notifications. For more information on Group Settings please see our Manage Groups article.
To link a Gmail account to your Group for Leads using the Group Settings, go to Manage > Administration > Users & Groups > Manage Groups and open the group that you wish to edit.
In the Group Settings go to the Link Leads to Gmail setting, click on the Link button, select the Group(s) to which the new setting will be applied, and authenticate your Gmail account:
The Gmail authentication procedure is the same as described earlier in this article.
Once the authentication is completed, the Gmail address will be shown on the Link Leads to Gmail setting:
A similar procedure is followed when you’re linking a Gmail account to your Helpdesk. There is just one additional step, and that is to select the default Helpdesk Ticket Type:
The ticket type that you select will be used to create new tickets when inbound emails are received. Tickets will be created under this ticket type when an email is sent to the Helpdesk Gmail address, and the email is not related to an existing ticket.
We recommend making a ticket type called Inbound Email Received and setting an SLA of 1 day.
Updating Leads and Helpdesk Tickets via Gmail
Once your Group Settings have been configured to send Lead and Helpdesk Ticket notifications via Gmail, you will receive email notifications for different types of Lead and Helpdesk Ticket events.
When you receive such a notification, you can respond to it directly from your email, and your comments will be automatically appended to the Lead or the Helpdesk Ticket that the notification came from.