Emails and calendar

The CRM links your exchanges with your customers to their record, whatever your email system. Three situations are covered, and all of them work: Microsoft 365, Google Workspace, or no office suite at all (application accounts only). Your personal settings are in CRM › Emails and calendar (address: /crm/mailbox).

Without an office suite: the drop address

Each sales rep has a personal drop address, in the form crm+token@domain. Put it in blind copy of your emails, or forward a received email to it: it becomes an activity linked to the matching contact and account. It works with any email system.

The token of this address (the part after the +) is what identifies you: an email sent to the drop mailbox without your token is ignored, even if it seems to come from you (the displayed sender of an email is easy to forge). Keep this address to yourself.

Blind copy is only recognised if your administrator has connected the drop mailbox to a collection that passes on the original recipient (IMAP collection). If your blind copies do not show up, forward the email to your drop address, or put it in visible copy.

Change address creates a new one; the old one stops working (useful if it has been disclosed).

Emails you send from the CRM then go out through the application's mail service.

With Microsoft 365 or Google Workspace: syncing your mailbox

If your administrator has enabled user emails in the calendar connector, choose your provider and tick Sync. The synced mailbox is your account's mailbox; another mailbox (shared mailbox, alias) can only be designated by the administrator. Emails exchanged with your contacts and accounts are linked automatically; what you send from the CRM goes out from your own mailbox. The date of the last sync is shown.

Without a configured connector, only the drop address is offered: nothing else to do.

What gets linked, and what stays private

An email is linked:

1. to the contact found by its address;
2. to the account of that contact's organization, or failing that to the account whose business domain matches the address;
3. to an open opportunity of that account: first the one where the contact has a role, then yours, then the most recently updated. The email then also appears in the Activities and timeline panel of the opportunity page.
4. when there is no contact and no account, to an open lead whose address is the correspondent's (yours first). The email appears in the Activities and timeline panel of the lead page, without changing the lead.

The following stay private and are never linked: emails with no known correspondent, and those from addresses or domains in the Never linked list (your personal email, family…). The administrator can also exclude addresses or domains for everyone.

Calendar

• Tick Create my CRM meetings in my Microsoft 365 or Google calendar to have your meetings created there: your calendar then sends the invitations.
• Otherwise, your meetings stay in the CRM calendar and attendees receive an .ics invitation by email.
• The iCal feed gives a secret address to subscribe your calendar to (Outlook, Google, Apple…) to see your CRM meetings. Renew the address invalidates the old one; Disable turns the feed off.

Sending an email from the CRM

From a contact or account page, New email (address: /crm/email/compose) opens a sending screen:

• choose a template (templates in the "CrmEmail" category of the Templates module, translated and editable by the administrator): the contact and account variables are filled in;
• complete the recipients, subject and message (plain text: links become clickable);
• the screen tells you whether the email goes out from your mailbox or from the application's mail service.

The sent email becomes an activity. If the administrator has enabled tracking, the activity page shows opens and clicks. This tracking is indicative: some email systems block images or open links automatically.

For the administrator

CRM › Administration › Emails (address: /crm/admin/mail):

• Drop mailbox: the address read by the Mailboxes module with the "crm" handler. The mail server must accept crm+token@domain addresses (sub-addressing). A warning is shown as long as no mailbox uses this handler;
• Track opens and clicks: disable it if your compliance policy forbids it; recipients must be informed;
• First sync of a mailbox: number of days retrieved when a sales rep turns sync on;
• Excluded addresses and domains for all sales reps (company domain, internal suppliers…).

Microsoft 365 or Google mailbox sync is turned on in the calendar connector ("user emails" box).