Setting up email enables users to use a common email address as the sales email address and also create contacts from outbound emails. You can also use the Email settings section to define conditions to blacklist domains so that internal email addresses are not added as contacts.


  1. Auto-Forward Incoming Sales Emails

Your sales email address is one that receives a high volume of emails from your contacts and customers. By simply auto forwarding all the emails that get sent to your email address (such as a contact us address or a sales address) to your Freshworks CRM email address (sales@<yourcompanyname>, you can have the senders of the emails added as contacts and also have their emails associated with their records in Freshworks CRM.

  • Go to Admin settings > Email (under Communication Channels) > Incoming Emails. In the Incoming Emails page, find your Freshworks CRM email address. Click Copy to copy this address to your clipboard.  

  • Next, login to your email account. To auto forward emails from Gmail, Login to your Gmail account.
  • Click the Settings drop down and choose Settings. Click the Forwarding and POP/IMAP tab.
  • Click the Add a forwarding address button. In the popup that appears, paste your copied Freshworks CRM email address.

  • Hit Next to continue. Enter the verification code to complete the setup.
  • An email with the verification code will be sent from freshworkscrm to the registered email addresses of all the Account administrators. Copy and paste the verification code in the field 'Verify'.
  • Click Verify when you're done.
  • Ensure that the radio button next to 'Forward a copy of incoming mail to' is enabled and the setting is saved.

2. Set Up Team Inbox

With Team Inbox, Freshworks CRM enables users to set up and use a common inbox for sales or support queries. This is useful when companies have a generic email address like "" or "" This inbox can be accessed by all users in your organization so they can respond to sales queries. 

  • To set up team inbox go to, Admin settings > Email (under Communication Channels) > Team Inbox and add your sales email addresses and click Add.  

  • This triggers a verification link that will be sent to your account.
  • Click the link to complete verification.
  • Emails sent to your sales email address will now be visible in the Team Inbox, enabled by auto-forwarding. You can view and filter the emails that were auto forwarded under Conversations > Team inbox tab.

3. Convert Sales Emails Into Contacts

You can add contacts via email by simply forwarding your sales emails to a custom email address provided by Freshworks CRM that goes like this When you forward your emails to this address, the senders are not only added as contacts, but their emails are also associated with their profiles in Freshworks CRM.  

  1. To convert your sales emails into new contacts, go to Admin settings > Email (under Communication Channels) > Incoming Emails.

  2. By default, your custom email address is pre-populated, which is also your reply-to address. If you’d like to use a different reply-to address, replace it with an email address of your choice.

  3. You can forward your emails to this Freshworks CRM email address.

  4. You can choose which record you’d like the emails to be associated with by selecting one of the following:

  5. Oldest records - The sender’s first record created in Freshworks CRM. 

  6. The record with most activity - This works best when you have duplicates or if the sender is a contact. If the sender is most active on only one of the records, the emails fetched are only attached to that record. 

  7. All the records - This invariably attaches the emails received to  all the records that match the sender’s email address.

  8. If the sender’s email address does not have any matches in Freshworks CRM, the sender then becomes a new contact and the email is attached to the contact’s Conversations. You can also choose which stage the contact belongs to. 

4. Exclude Domains

Your sales email address is dedicated to customer engagement and lead generation. However, you get emails from people you are not selling to, like colleagues, investors, and partners. You don’t want to create leads from such domains.

  • To exclude such email domains, go to Admin settings > Email (under Communication Channels) > Incoming Emails. Under Excluded domains, enter the domains you’d like to stop receiving emails from and hit Save.

5. Verify Domain and Email Address

Verification of the sender email address is a prerequisite for sending an email campaign. When you have multiple senders on the same domain, this verification allows you to save your time by verifying your whole domain instead of verifying each sender email address. Freshworks CRM allows multiple verified domains. 

  • To verify domain and email address go to Admin settings > Email (under Communication Channels) > Domain Verification and click on Add domain.

  • Enter your domain name, sender’s name and email address, click on Create

  • On the Configure page, copy the Freshworks CRM DNS records. Click copy on the Host and Value for all the records. 

  • The following DNS verification records are provided by Freshworks CRM













  1. This allows you to map an incoming domain request towards the corresponding IP address of the server. For example, when you search for, the DNS records fetch the relevant IP address of the server and serve you the website. Each website has a unique IP address which is being paired to the server through the DNS records. 
  2. There are different types of DNS records. Freshworks CRM needs you to update CNAME, TXT, DKIM, and SPF records of your domain. The record values vary from domain to domain.
    • CNAME record which is a canonical name record that allows fetching your domain with a “www” at the front.

    • TXT is a text record which is customizable and can serve various purposes based on the needs.

    • DKIM stands for Domain Keys Identified Mail which ensures the mail is being received from an authorized domain.

    • SPF is Sender Policy Framework which looks up for the authorized mail servers for the domain when an email is being sent.

  3. Log in to your domain account and click  Find where the DNS manager is located. The name and the location may vary based on your provider. In this example, we have used

  • Create new corresponding records and have the values pasted accordingly. 

  • Head back to Freshworks CRM and click Verify after adding the records to your DNS manager. Based on your provider, the verification may take up to 48 hours. You can check the status of each record from the status column as shown below. Until all the records are verified, the status of the domain will be shown as Pending.

6. Sales Email Templates

Sales email templates come handy when you need to send the same email to a number of people over and over again. They save time spent on repetitive tasks and eliminate chances of error. 

  • To create an email template, go to Admin settings > Email (under Communication Channels) > Sales Email Templates and click Create Template
  • Enter a name for your template. For example, if you’re creating a template to send emails to the newly signed up leads, the template’s name could be 'Welcome Email' or 'Thanks for signing up!'
  • Enter the subject line of the email. 
  • Type the content in the email body. Use placeholders such as the customer’s First Name, Last Name, Email, and Company Name to give a personalized touch to your emails. Once you are done, click Save.

7. Subscription Types

Subscription types are designed to accurately capture your contacts’ email subscription preferences. 

  • To help manage your contacts better, any contact in Freshworks CRM falls under one of the following email subscription types:
  • Subscribed: The contact has authorized FW CRM to send them emails and has subscribed to at least 1 subscription type.
  • Not Subscribed: The contact has yet to be added to any of the FW CRM subscription types.
  • Unsubscribed: The contact was previously subscribed to emails and has since unsubscribed.
  • Reported as Spam: The contact reported the emails sent to them as spam.
  • Bounced: The email sent to the contact was rejected or bounced.
  • To add new subscription types, go to Admin settings > Email (under Communication Channels) > Subscription Types and click Add Subscription Type.
  • Enter the subscription type name and description and hit Save.


  • To add a footer to your emails go to Admin settings > Email (under Communication Channels) > Marketing Email Footer, provide the company details on the mandatory fields and click Save. This will automatically get updated on the footer of the emails which you create.

With email settings configured, you can now bring users and agents onboard. Let's move to the next chapter, where we dis everything about adding users, defining roles, configuring territories in your account.