Freshworks CRM allows you to choose your own email servers for sending and receiving emails. This functionality ensures that all your email transactions are outside Freshworks CRM, and will be managed at your end. 

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This feature can be used with services (like Gmail, Office365, etc.) or private SMTP and IMAP servers. You will have to ensure the settings are configured properly to ensure that the system is failsafe. You can also opt between enabling your email server for both incoming and outgoing emails, or only for outgoing emails.

To connect your email with IMAP

  1. Click the Profile icon and click Connect email. This opens the Connect email section on the profile settings page. 
  2. Choose an email provider. For example, click the Office 365 icon. This brings up the OTHER MAILBOX overlay where you can configure your custom Office 365 sync.
  3. Configuring the email settings:
    Fill in your email, username, and password.

    Incoming mail settings:

  • If your email system is Gmail or Office 365, your server name and port details will be pre-filled.
  • If it's some other system, you need to enter your IMAP server name for incoming emails and you can click on the Use SSL checkbox to establish a secure connection. 
  • Use the drop-down to choose the Authentication Type.

    Outgoing mail settings:

  • If your email system is Gmail or Office 365, your server name and port details will be pre-filled.
  • If it is some other system, you need to enter your SMTP server name from where you want the outgoing emails to be sent.
  • Choose the security mode as None/SSL/TLS.
  • Use the drop-down to choose the Authentication Type.

4. Click Save to start using your own email servers.

 Why should I connect Office365 email with IMAP?

Connecting your office365 email with IMAP presents the following benefits:

  • Better Email limits: You can send Freshworks CRM emails using your Office365 IMAP. However, once the daily sending limits of office365 are exhausted, you can send emails using Freshworks CRM SMTP for the rest of the day. 
  • Two-way sync: Two-way sync of the Sent folder, mails sent from Freshworks CRM are written back to your office365 account and vice-versa.
  • Email aliases: Email aliases added under your office-365 account can be used as FROM addresses in Freshworks CRM.