Freshworks CRM provides two email addresses that you can use to forward emails to your Freshworks CRM account. One email address called the account email address, is used for emails that need to be shared with your entire team. It goes like sales@yourcrmname.freshworkscrm.com. Emails sent to this address are found in your Team Inbox. The other email address is the user email address. It is for your sales reps and is unique for each user. This email address can be used when sales reps want to forward emails that are addressed to them and the emails that don't necessarily need to be shared with the entire team. It goes like username@yourcrmname.freshworkscrm.com. Emails sent to this address are found in each user's Inbox. By default, all emails are automatically linked to the related contacts. Here's how you use them both,

 

Team Inbox

When you have a sales email address that receives a high volume of emails, your sales reps would not always be able to respond to all the emails assigned to them. If the emails are made visible to everybody in the team, then sales reps can simply choose emails that haven't been responded to and send replies. So the next time someone in your team is away from work, his emails don't have to wait until he arrives. People in your team can take turns and reply to them. Your Team Inbox becomes the common room for all the sales reps to read and reply to emails that your company receives.


 

How does it work?

  1. Any email sent to your Freshworks CRM account email address which goes like                         sales@yourcrmname.freshworkscrm.com is found in your Team Inbox.

  2. If you have an email address that is common to everyone in your sales team as a regional sales address or contact us an email address, you can auto-forward emails from that address to your     Freshworks CRM account email address. The forwarded emails would be displayed in your Team Inbox. To set up email forwarding, read this article. 

  3. You can add multiple email addresses and set up email forwarding for all of them. In your Team Inbox, you can filter the emails by email addresses to view emails from a specific address. 

  4. If you've added multiple email addresses, they get listed in the From field dropdown and in the Reply to field dropdown in your email compose window. When you send an email or reply to one, you can use your default From and Reply to address or choose a different address from the dropdown. Learn more about choosing your From and Reply to address.

  5. Emails in the Team Inbox are visible to all users in your Freshworks CRM account.

 

To view your Team Inbox,

  1. Login to your Freshworks CRM account.

  2. Click the Conversations tab and under Email, select Team Inbox.

  3. To filter the emails, click Filter by and choose an email address from the results that appear. Click .

  4. You can delete emails in bulk too. To do so, select the checkbox beside the emails that you'd like to delete and click the  button


 

Inbox

You don't always have to share all your emails with the others in your team. If you've received an email from a contact that has been addressed to you and want to push it to your Freshworks CRM account, you can forward it to your Freshworks CRM user address. These emails along with the emails received via IMAP would be displayed in each user's Inbox.


The Inbox has emails that have been sent to the user's 

  • Registered email address (the address he uses to login to Freshworks CRM).

  • Email address connected to Freshworks CRM via IMAP.

  • Freshworks CRM email address which is username@yourcrmname.freshworkscrm.com

 

To view your Inbox,

  1. Login to your Freshworks CRM account.

  2. Click the Conversations tab and under Email, select Inbox.

  3. When you send an email or reply to one, you can use your default From and Reply to address or choose a different address from the drop down. Learn more about choosing your From and Reply to address.