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The best way to get your emails inside Freshworks CRM 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 would like to bring these emails into Freshworks CRM, you can simply auto-forward them to your Freshworks CRM email address. Additionally, if the entire mailbox receives only sales-related emails, then you can auto-forward all the emails to the CRM. 


Every account in Freshworks CRM 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,

  1. Login to Freshworks CRM as an Administrator.

  2. Go to Admin Settings > Team Inbox. This opens the Incoming Email settings page.

  3. Add your custom email address in the empty field under the Team Inbox section.

  4. Click the Add button. This sends a verification link to the email address you’ve added. 

  5. 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. 

  1.  Go to Admin Settings > Incoming Email

  2. Click on the dropdown titled “If an email sender is not in the system, create a contact with this stage”. This enables Freshworks CRM 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 CRM 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 Freshworks CRM

    • 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 Freshworks CRM.

It is advisable to add your preferred email address as the reply-to address. This is to avoid sales@yourcrmname.freshworkscrm.io to be featured as your 
reply-to address when the recipient receives a reply from you (via Freshworks CRM). 


To avoid confusing your recipients, it is highly recommended that you provide the same email address that auto forwards emails to Freshworks CRM as your reply-to address. For example, if this is the email address reachus@yourcompany.com that you want to auto-forward emails from, make this email address as your reply-to address in Freshworks CRM.

Note: If you’ve connected your email client with Freshworks CRM (Inbound Email Setup), that email address will be your default reply-to address.


How can I get my emails inside Freshworks CRM apart from auto-forwarding and IMAP?

Manually forward them to Freshworks CRM by including the Freshworks CRM email address in the Bcc. 

Note: If the sender of a manually forwarded email is a user in Freshworks CRM, the email thread is associated with the respective contacts. When new contacts are created, the sender is assigned ownership of the contact