Freshworks CRM allows users to associate a contact with multiple email addresses. All emails from these multiple email addresses will be maintained under a single contact and can be accessed from recent conversations.

ARTICLE NAVIGATION

Let us consider an example. Your contact, a sales manager, is evaluating your product for her startup. She has been trialing your product using her workplace email address (janesampleton@company.com) and is now looking to make a purchase. As the head of the sales team, she also handles the company’s central billing email address (billing@company.com) and wants you to send the invoice and billing details to this email address.

In such a scenario, maintaining two conversations with the same person should not involve creating two separate contacts. This is where adding multiple email addresses helps. 

How to add multiple email addresses to a contact?

  • On the  Edit Contact form, click Add email icon

  • Select the radio button to mark the email address as primary.

  • To remove an email, click the minus button associated with the email on the right.

 

Note: 
1. Marking an email primary makes it the default email for features such as bulk emails, sales sequence, workflows, etc.
2. Email addresses other than the primary email will not be used for the above features to prevent multiple emails to the same Contact. 

 

Here’s how the conversation with a contact appears:

 

 

How to import multiple email addresses through .CSV files?

There are three important things that you'd need to know about when you import multiple email IDs from a .CSV file, described in detail below:

  1. Preparing your CSV file

  • You should have a separate column for all the email addresses that you would like to upload.

  • A total of 10 emails for each contact is supported in Freshworks CRM.

  1. Importing the file

Drag and drop or upload the .CSV file to start importing your contacts.

  1. Mapping fields

  • The Map Columns To Freshworks CRM Fields overlay that you now see is exclusively for mapping the columns in your CSV file with the fields available in Freshworks CRM.

  • Only one email address can be mapped as the primary email.

  • Upto 9 email addresses can be mapped under the Other emails field.


Note: In case the primary email field is not mapped, then the first email mapped to the other emails field is used as the primary email. 


Once the import is complete, you can view the email addresses of the contact as shown below, with the primary address on the top.

Reasons for failure of data import

  • Invalid email address - If the email addresses in your CSV file aren’t of the proper @xyz format (e.g: jeangrey.com instead of jamesampleton@sales).

  • Unique Fields - If there is a match between the value of a field that is being imported and an existing unique field in Freshworks CRM.

  • Unmapped Columns - Columns that aren’t mapped with any of the fields in Freshworks CRM.

  • Improper Field Type - If the field type is different from the type of value in the column.

  • Picklist Values - If you are mapping a column with values for a picklist (such as Radio button/Checkbox/Drop down menu) with a field in Freshworks CRM (also a picklist), you need to double check that the values in the column match with the choices of the field (picklist) in Freshworks CRM.

  • For e.g : If you’ve got a column that has the values 1, 2, 3 for the Number of contacts attempted and want to map it to a radio button (field) in Freshworks CRM, make sure that that radio button has 1, 2, 3 as the field’s choices.

How to add multiple phone numbers to a contact?

  • On the  Edit Contact form, under Other phone numbers, click the Add phone number icon

How to import multiple phone numbers through .CSV files?

There are three important things that you'd need to know about when you import multiple numbers from a .CSV file, described in detail below:

  1. Preparing your CSV file

  • You should have a separate column for all the phone numbers that you would like to upload.

  • A total of 10 emails for each contact is supported in Freshworks CRM.

  1. Importing the file

Drag and drop or upload the .CSV file to start importing your contacts.

  1. Mapping fields

  • The Map Columns To Freshworks CRM Fields overlay that you now see is exclusively for mapping the columns in your CSV file with the fields available in Freshworks CRM.

  • You can map two phone numbers under Work and Mobile respectively

  • Additional phone numbers can be mapped under the Other numbers field

  • Once the import is complete, you can view the additional phone numbers of the contact as shown below