The Email Integration feature enables you to sync your Gmail or Outlook account to your CRM and exchange emails with your leads without having to log into the CRM.
For the Google or Outlook Calendar integration click here.
Emails sent from a lead will be tracked in the lead Notes. If an email sent from a lead is replied to, then that email will also be automatically added as a note (including all email attachments and inline images).
You may also designate a separate email account to send group email notifications to whenever a new Note is posted manually in the 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. firstname.lastname@example.org) 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 Account
To connect a 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 will now appear which you can use for adding multiple email accounts to your CRM account.
Depending on which type of account you're using, click on the Gmail or the Outlook button:
You will now be re-directed to the Gmail or Outlook authentication page where you can select the email account that you wish to sync.
After you authenticate your account, the sync will be established and you will find your new email account in the Additional Emails list:
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 and need to sync an email account for a user, you can do so using the Manage > User Accounts menu.
Sending And Receiving Emails
Once you've connected your email account to the CRM, you're ready to start sending emails.
Select the synced email 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 notification to respond immediately:
Aside from seeing this popup notification, an incoming email will also appear in your Lead as a new note which is accessible historically.
You can view the HTML contents of emails by clicking on the envelope icon (in the top right corner of the note) and you can reply to the email (or forward) using the Reply button:
Group Notifications Using Synced Email
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 an email account to your group for Leads, 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 Email API setting, click on the Gmail or Outlook button, select the Group(s) to which the new setting will be applied, and authenticate your account:
Once the authentication is completed the setting will show the new email address (which you can always unlink if needed):
A similar procedure is followed when you’re linking an email account to your Helpdesk.
There is just one additional step though, and that is to select the default Helpdesk Ticket Type:
The ticket type that you select will be automatically applied to all new tickets which are created automatically when an email is sent to the specified Helpdesk email 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 Synced Email
Once your Group Settings have been configured to send Lead and Helpdesk Ticket notifications via the synced email account, 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.