You can synchronize customer-specific Emails between Google Apps and the CRM by configuring the POP3 in the CRM. Specify the Email address and password to configure your G Suite' Email in the CRM. After configuring the Email, you can view the customer-specific Emails under the lead or contact page.

Benefits

• Centralise all customer information and Email correspondence inside the CRM
  
• Associate customers' Email conversation with CRM data (leads, contacts and deals)
  
• Share and update customer-specific Emails with other users within the account
  
• Send and receive Emails simultaneously in the CRM and Gmail (G Suite)
  

Key Features

• Email tab inside the CRM
  
• Send and receive all your Emails without leaving the CRM
  
• Share customer Emails with colleagues
  
• Thread view of Email conversations
  
• Synchronize sent and received Emails with G Suite
  

1. Set up Gmail in the CRM

• User Functions
  
• Administrator Functions
  

G Suite User Functions

Once the IT administrator has enabled the Mail add-on, you have to configure the Gmail for your email account.

• Step 1: Configure Gmail Account in the CRM
  
• Step 2: Configure the Mail Add-on options
  

Step 1: To configure Gmail in the CRM, follow these steps:

1. Log in to G Suite.
   
2. Click on  (the Apps icon).
   
3. Click More > CRM.
   You will be redirected to the CRM.
4. In the CRM, go to Setup > Marketplace > Google > Email.
   
5. In the Configure Google Email page, specify your G Suite password.
   
6. Click Configure Now.
   Your Google Email account will be configured in the CRM. Now, you are ready to send emails to leads or contacts.

Configure Mail Add-on

While configuring the Mail Add-on, you can either share the customer emails with other users (Public) or keep them personal (Private) in your CRM account.

Step 2: To set up private or shared email account

To set up private email account, follow these steps:

1. Log in to G Suite.
   
2. Click on  (the Apps icon).
   
3. Click More >  CRM.
   You will be redirected to the CRM.
4. In the CRM, go to Setup > Channels > Email.
   
5. In the Mail Add-on page, select Private Account option.
   
6. Select a mailbox to configure within the CRM.
   
7. Click Save.
   
   
   
   
   
   

To set up shared email account, follow these steps:

1. Log in to G Suite.
   
2. Click on  (the Apps icon).
   
3. Click More > CRM.
   You will be redirected to the CRM.
4. In the CRM, go to Setup > Channels > Email.
   
5. In the Mail Add-on page, do the following:
   
   • Select the Share Email option.
     
   • Select the mailbox.
     
   • Enter your G Suite password.
     
6. Click Save.
   
   
   

Administrator Functions

The important functions of the G Suite domain Administrator in the process of configuring Gmail inside the CRM are:

• Step 1: Subscribe to the Mail Add-on
  
• Step 2: Activate the Mail Add-on to G Suite users
  
• Step 3: Activate Emails tab in the user profile settings
  
• Step 4: Select Emails in the tab settings
  
• Step 5: Select Emails in the lead, contact and deal page settings
  

Step 1: To subscribe the Mail Add-on, follow these steps:

1. Log in to G Suite.
   
2. Click on  (the Apps icon).
   
3. Click More > CRM.
   You will be redirected to the CRM.
4. In the CRM, click Upgrade.
   
5. In the Choose Plan page, click Manage your Plan.
   
6. In the Manage Subscription page, select the Number of the Mail Add-on Users.
   
7. Click Update Account.
   
8. In the Credit Card Information page, complete the credit card transaction.
   After the successful transaction, you can activate the Mail Add-on for the G Suite users.

Step 2: To activate the Mail Add-on to the G Suite users, follow these steps:

1. Log in to G Suite.
   
2. Click on  (the Apps icon).
   
3. Click More > CRM.
   You will be redirected to the CRM.
4. In the CRM, go to Setup > Users & Control > Security Control > Profiles.
   
5. In the Profiles page, click the Edit link for the profile to which you want to give permissions.
   
6. Under Apps Permissions, select the the Mail Integration check box.
   
7. Click Save.
   

Step 3: To activate Emails tab, follow these steps:

1. In G Suite, click on  (the Apps icon).
   
2. Click More > CRM.
   You will be redirected to the CRM.
3. In the CRM, go to Setup > Users & Control > Security Control > Profiles.
   
4. In the Profiles page, edit the profile (for eg: Standard Profile).
   
5. In the Edit Profile page, under the Tab Visible column, select the check box for Emails.
   
6. Click Save.
   

The table below explains when the Emails tab gets enabled for the Google Apps users:

Step 4: To select Emails in the Tab Settings, follow these steps:

1. In G Suite, click on  (the Apps icon).
   
2. Click More > CRM.
   You will be redirected to the CRM.
3. In the CRM, go to Setup > Customisation > Modules > Organise Modules.
   
   
   
4. In the Organise Tabs page, make sure that Emails is under the Selected Tabs list.
   
5. Click Save.
   

Step 5: To select Emails in the Lead/Contact Page Settings, follow these steps:

1. In G Suite, click on  (the Apps icon).
   
2. Click More > CRM.
   You will be redirected to the CRM.
3. In the CRM, go to Setup > Customisation> Modules > Leads.
   
4. In the Leads page, click Layouts tab.
   
5. In the Edit Layout page, make sure Mail is in the selected list.
   
6. Click Save.
   Follow the same procedure in Contacts and Deals modules.

Note

If the Mail Add-on is deactivated, users cannot perform the following:

• Configure the Mail Add-on
  
• Fetch emails from Gmail to the CRM
  
• View the Email tab inside the CRM
  
• Share Email and Users drop-down list options in lead or contact page
  
• View emails sent from Gmail in CRM and vice versa
  
• View Reply and Reply All options
  

2. Send Emails to Business Contacts

Through Leads, Contacts or Deals module

1. Click Leads, Contacts or Deals tab.
   
2. In the [Module] Home page, select the record.
   
3. In the Record Details page, go to Mails Related List and click Send Mail.
   
4. In the Compose Email page, enter the message, attach files, add email IDs in CC & BCC fields.
   
5. Click Send.
   The email will be sent to the recipient with a copy of the Email stored under the Emails related list view and the Sent folder of Gmail.

Through the CRM Emails tab

1. Click Emails > Compose.
   

The rest is the regular email process. The compose window is similar to any Mail compose editor with a set of editing and formatting options. If you have configured your Outbox, then the Emails will be sent after an interval of few minutes.

Through Gmail

With just a few simple steps in the settings you can send mails from your Gmail account and view them as sent items in the CRM. To get this option working for your Gmail account, configure the Filter for Gmail POP account in the Mail as given below:

1. Log in to the Mail.
   
2. Click Settings >Mail Organisation > Filters.
   
3. Click Add Filter.
   
4. In the Filters popup window, do the following:
   
   • Enter a Filter name.
     
   • For the message criteria, select Sender Is with your Gmail account (...@gmail.com)
     
     
     
   • In the Move to Folder option, browse and select Sent.
     
   • Click Save.
     
5. Select the Filter and click Run through Filter.
   

3. Receive Email from Business Contacts

When you receive an Email from business contacts in Gmail, it is automatically fetched into the CRM. The received Emails that are related to the particular lead, contact or deal will then get listed under the Emails section in that Lead's, Contact's or Deal's page respectively. Emails related to the primary contact are also listed under the Email section in Deal page.

Note

• After configuring your Mail Add-on as a shared account, you need to enable sharing option for each Lead, Contact or Deal.
  
• Even while configuring your Mail Add-on as private account, you can view Emails of other users provided they have enabled.
  
• Any change in your G Suite password should be updated in the Gmail configuration page, else you will not see the Emails in Leads, Contacts, or Deals modules.
  
• Leads, Contacts and Deals with no Email address will not display any Emails in their Email section.
  
• Changes made in the Email address (for Leads or Contacts) will fetch only the Emails linked to the new Email address. Emails linked to the previous email address will no more be available in the CRM. However, you can refer old Emails in Gmail.
  
• Change in the Mailbox (email address configured for the CRM) will not display the emails of the previously configured Mailbox. These emails will however be available in G Suite.
  
• Emails for the deactivated G Suite users will not get displayed in the Leads, Contacts or Deals page. However, the Emails can be viewed in the individual's Email account in G Suite.