The best way to get your emails inside the web application would be to connect your mailbox (IMAP) under profile settings. But, if you have an email address that receives a high volume of emails (Contact us email address) and you would like to bring these emails inside the web application, you can simply auto-forward them to your web application's email address. Additionally, if the entire mailbox receives only sales-related emails, then you can auto-forward all the emails to the web application.
Every account in your web application is provided with a default email address that goes like this sales@<yourcrmname>.myfreshworks.com. The emails that are forwarded to this address, are matched with the email addresses of contacts in the system. If a match is found, the email gets associated with the respective record. When matches aren’t found in the system, the email addresses automatically become new contacts.
However, you can also create a custom email alias to auto-forward emails to. To create a custom email alias,
Login to the web application.
Go to Admin Settings > Team Inbox. This opens the Incoming Email settings page.
Add your custom email address in the empty field under the Team Inbox section.
Click the Add button. This sends a verification link to the email address you’ve added.
Click the link to verify your new email alias.
To complete your setup, choose the records you’d like to associate the auto-forwarded emails with (if the sender exists in the system).
Follow these steps to accomplish this.
Go to Admin Settings > Incoming Email
Click on the dropdown titled “If an email sender is not in the system, create a contact with this stage”. This enables the web application to create a contact whenever a new email is sent to the team inbox.
However, If the email is from an existing contact, you can opt to associate with the contact. However, if duplicates are detected, you can configure your web application to associate the email to one of the records based on the following criteria.
All records - Associate the email with all the detected records
Oldest records - The sender’s first contact created in the web application
The record with most activity - This works best when you have duplicates. If the sender is most active on only one of the contacts (contact with a long list of activities under Recent Activities), that contact is chosen and the emails fetched are attached to that contact only.
All the records - This invariably attaches the emails received to all the contacts that match with the sender’s email address
The auto-forwarded emails are found under the Recent Conversations of individual contacts in their details page and also under Team Inbox in the Sales Conversations tab.
Note: The auto-forwarded email gets associated with individual contacts only if the sender of the auto forwarded email exists as a contact in the web aplication.
It is advisable to add your preferred email address as the reply-to address. This is to avoid email@example.com to be featured as your reply-to address when the recipient receives a reply from you (via the web application).
To avoid confusing your recipients, it is highly recommended that you provide the same email address that auto forwards emails to the web application as your reply-to address. For example, if this is the email address firstname.lastname@example.org that you want to auto-forward emails from, make this email address as your reply-to address in the web application.
Note: If you’ve connected your email client with the web application (Inbound Email Setup), that email address will be your default reply-to address.
How can I get my emails inside the web application apart from auto-forwarding and IMAP?
Manually forward them to the web application by including the web application's email address in the Bcc.
Note: If the sender of a manually forwarded email is a user in the web application, the email thread is associated with the respective contacts. When new contacts are created, the sender is assigned ownership of the contact.