Note: This article is also applicable to users of Freshsales Suite and Freshmarketer.

Connecting your email with Freshsales helps automatically associate incoming emails with related contacts. This makes tracking email conversations with prospects easier and brings all conversations to a single place. You can also opt to sync specific folders while connecting your email to keep out irrelevant emails and keep your inbox clutter-free.  

Once connected, all incoming emails are scanned and only email addresses that belong to contacts are fetched and attached with corresponding records.

Note: Only emails associated with contacts will be fetched. Please ensure that all contacts are imported before email sync is initiated.

To connect your email,

• Click the Profile icon > Connect email.
  

• Select the email provider
   

  1. Gmail: You will be directed to the Gmail sign-in page. Opt between two-way sync and one-way. Click Allow to grant a set of access permissions to your web applications.
  2. Microsoft 365: Opt between two-way sync and one-way and then you will be directed to the Microsoft sign-in page. Click Allow to grant a set of access permissions to your web applications. (If you are using Outlook, please use this option to connect your mailbox with CRM). 
  3. Zoho: Opt between two-way sync and one-way and then you will be presented with the mailbox overlay with the IMAP and SMTP server name and port number already filled in. Type in your email and password and click Save.
  4. For Other email providers: The respective mailbox overlay appears with the IMAP and SMTP server name and port number already filled in. Type in your email and password and click Save.
     
     

• Choose between 2-way sync or 1-way sync for your emails.
  

  1. 2-way sync (This is the default option):It is recommended to opt for 2-way sync. Choosing this option syncs both Incoming and Outgoing emails between the Mailbox and the CRM. This is usually recommended as you can access the entire email thread in both your CRM and the primary mailbox. If you’re setting up a sync for the first time, you can also opt to bring in older emails from your email provider.
  2. 1-way sync: If you don’t want the automatic sync of all incoming emails related to your contacts, you can opt 1-way sync. This ensures all emails sent from the CRM are synced back to your official mailbox. This option is useful when you want to limit the number of emails that are sent to Freshsales from your mailbox.
     
     

• Sync specific email folders and categories(Applicable only for Outlook): If you wish to sync specific email folders as opposed to bringing in all emails from your email provider, click . This brings up all the folders present in your mailbox. 
  

  1. Select the specific folders you wish to sync with the CRM. This helps exclude emails that are not relevant to your sales process. You can also select subfolders. Subfolders will appear in the format folder/subfolder.
     
     

     Note: 
     It is recommended that you also sync the Inbox folder if you would like to track the bounce rate on all emails sent through your mail provider.
     
     A maximum of 15 folders and 15 categories are allowed.  

     
     

• Click . This ensures only specific folders and categories are synced.

Note: 
While trying to connect your Microsoft 365 account for the first time, you might be seeing the error "This application is not published by Microsoft or your organisation." as shown below.


In this case, if you see the Consent On behalf of your Organization, you can click on the same and you will be able to connect your mailbox. If you do not see the option to provide consent, you can add a comment and then reach out to your internal IT team to allow the request.

Once the App is allowed, you can try connecting the mailbox.

Sometimes while trying to connect your mailbox, the password credentials you enter may fail. One common reason is 'Two-factor Authentication'.
To solve this:

Check if you have enabled two-factor authentication for your email.
If so, generate a unique password and then try using the new password to login. This unique password can also be called as a app specific password. The app specific password can't be setup on the CRM, it needs to be setup on your email providers' end. You can check with your email admin/IT team for this.

This is specific to each email server. Refer the links below if your server is:
Zoho mail 
Office 365