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IMAP is an email protocol via which your email account is configured in Zoho CRM. It provides various benefits, the best of which is that it enables multiple device sync. That is, your email activity syncs across your PC, laptop, mobile phone, tablet etc. Zoho CRM lets you choose among popular IMAP integrations or configure custom email integration.
To add an IMAP account
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Two-factor authentication (TFA), a service provided by all major email clients, offers an additional layer of security to one's mailbox. When TFA is enabled for an email account, gaining access to the account requires more than just the username and password - a unique passcode that is sent to the registered mobile number of the email account holder. This makes it harder for someone to gain unauthorized access to an email account.
If the email account you wish to configure in Zoho CRM has the two-factor authentication service enabled for it, then you must enter the email account's app specific password for IMAP configuraion and NOT your regular email account password. Following are the instructions to generate the app-specific password for various popular email clients.
If you wish to configure your Zoho Mail account via IMAP in Zoho CRM, and you have the TFA service enabled for it, follow the instructions below to generate the app-specific password for your Zoho Mail account.
If you wish to configure your GMail account via IMAP in Zoho CRM, and you have the TFA service enabled for it, follow the instructions below to generate the app-specific password for your GMail account.
If you wish to configure your Outlook account via IMAP in Zoho CRM, and you have the TFA service enabled for it, follow the instructions below to generate the app-specific password for your Outlook account.
If you wish to configure your Office 365 account via IMAP in Zoho CRM, and you have the Multi-factor authentication service enabled for it, follow the instructions below to generate the app-specific password for your Office 365 account.
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To generate app-specific password for Office 365
If you wish to configure your Yahoo account via IMAP in Zoho CRM, and you have the TFA service enabled for it, follow the instructions below to generate the app-specific password for your Yahoo account.
When the IMAP account is set up, your sent and received emails will be associated to the leads/contacts in Zoho CRM, under the Emails related list. These include emails sent to the Primary as well as Secondary Email addresses of leads/contacts. Emails in this related list can be sorted based on users who have shared their email account while setting up their IMAP account. You can either select All from the drop-down list or the specific user to view the email. Note that the option to view All emails is supported only in IMAP configuration.
To view emails of leads/contacts
Private - Do not share Emails with colleagues | In this option, your Email account configured inside Zoho CRM is private. Other users cannot view Emails received from your leads and contacts. Who can use this option? CEOs and other Top Management team can use this option to keep their communication with customers confidential What can you do?
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Custom - Share Emails from the selected leads and contacts | In this option, users can share the Emails received from the selected leads and contacts. So other users can view your Emails from the selected customer records. Who can use this option? Sales Reps and Managers directly responsible for day-to-day customer interaction can use this option. What can you do?
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Public - Share Emails from all leads and contacts | In this option, users can share the Emails received from all leads and contacts. Other users can view your received Emails from the all customer records. Since Emails from all the records are shared globally, you cannot view the Share Email check box in Lead or Contact page. Who can use this option? Sales Reps and Managers directly responsible for day-to-day customer interaction can use this option. What can you do?
How can I restrict sharing of Emails from colleagues and specific customer domains? You can restrict viewing of Emails from your company Email domains and specific customer domains by excluding the required Email domains. With this option, you can only view the Emails received from these excluded domains like personal account. Please note, in this option emails received from other Email domains are globally shared with all users in your Zoho CRM account. Why there is no default for a "Complete Sharing" option? To protect the privacy of Email conversation with customer. For example, John, newly joined sales manager in your organization adds CEO’s Email ID as a contact in CRM. Now Adam, another Sales manager can view the conversation between John and CEO, which is not allowed in a real-time scenario. |