Configuring Email Settings

If you are using any other mail account that is not listed in Vtiger, follow these steps:

1. Log in to the CRM.
2. Click the main Menu.
3. Click Settings in the bottom-left corner of the screen. The Settings page opens.
4. Go to Configuration.
5. Click Email Settings. The Email Settings page opens.
6. Select Others in the Server Type drop-down.
7. Enter or select the following details:
   1. Server Name: Enter the hostname or IP address of the server you want to connect to. 
   2. Username: Enter the username used to authenticate with the server. 
   3. Password: Enter the password associated with the specified username. 
8. Specify the From Email address. All the emails will be sent from the email ID specified here. For Example, If your outgoing server is Rediffmail, your Gmail ID will be used to send the mail, i.e., [email protected]
9. Enable the checkbox to enable authentication before sending an email.
10. If your email server allows FROM address overriding, please enable this checkbox. It will allow the user to select the FROM address when sending ad-hoc emails to your customers.
11. Click Save.

You can see the list of unverified emails on the Email Settings page.

Configuring the Sender Authentication Domains

Adding SPF and DKIM records to authorize our domain's Vtiger email server

To authorize Vtiger to send emails using your domain, add the SPF and DKIM records provided by Vtiger to your domain's DNS settings. Properly configuring these records improves email deliverability and helps prevent your emails from being marked as spam.

Follow these steps to verify SPF and DKIM: 

1. Log in to your domain hosting provider.
2. Open the DNS Management page for your domain.
3. Add the SPF TXT record provided by Vtiger.
4. Add the DKIM TXT record provided by Vtiger.
5. Save the DNS changes.
6. Wait for the DNS records to propagate.
7. Return to Vtiger CRM and verify the SPF and DKIM records.

Note: All system emails sent from CRM will be sent via Vtiger mail servers (as and ) to ensure reliable delivery, irrespective of the configured outgoing mail [email protected]>@crmalerts.vtiger.com>
To learn more about Authenticating emails with SPF and DKIM in automated emails, click here.

Outgoing Email

The Outgoing Email displays details of emails that could not be sent. It provides the reason for each failure along with recommended actions to help you identify and resolve the issue. 

Enabling Email Tracking

Manage your Leads and Contacts by eventually tracking their one-to-one email interactions by enabling the Email Tracking check box.
Note: Emails sent from Email Campaigns are always tracked by default and do not depend on these settings.

Email Footer

Configure an email footer to automatically include a standard signature or disclaimer in all outgoing emails sent from Vtiger CRM.
 

• Include Email Footer: Enable to include the email footer in the body of the email.
• Email Footer Text: Enter the text you want to add to the email footer.

Configuring Reply-To Address

Configure your Reply-To emails for Cases and Ad-hoc emails. Choose any one of the three options mentioned below for a Reply-To email:

• User’s Primary Email address - The primary email configured in My Preferences.
• User’s Primary Group Email - The email address of the primary group configured in My Preferences.
• Outgoing email address - The email address configured in Mail Server Settings (SMTP).
• Helpdesk Email/Other - Enter the Reply-To email ID and the name to which the customer will send a reply.

Email Verification

• Email verification is a service that helps you clean up your email list by validating email addresses to improve deliverability.
• In Vtiger, prevent email spoofing and avoid emails landing in the spam folder by verifying all the email addresses added to your instance.
• Verify email addresses added in a username, user’s primary email, and from and reply-to email fields of Email settings.
• An email address used in multiple areas needs one-time verification from any area.
• Admins can send a verification link to the email addresses added in the from and reply-to fields by clicking on the alert icon.

If you own the email address, open the verification email and click the Yes, I own [email protected] button.

Note:

• Every from and reply-to email address added in the CRM needs verification to send emails.
• To send an email, verifying all emails added in the Email settings configuration is a must.
• You can not save the email settings without verifying all email addresses.
• You can also send a verification email from and reply to addresses from the Compose email and workflow’s Send email windows.

For Case emails

Case replies from your customers will be sent to the address specified in this section, which applies only to emails sent from the Summary view of the Case module.

Note: Set From Name for all outgoing emails to Company Name or Helpdesk Name

For Internal Ticket emails

Internal Tickets replies from your users will be sent to the address specified in this section, which applies only to emails sent from the Summary view of the Internal Tickets module.

Replies by users on Cases and Internal Tickets are cc’d to the email addresses specified in the Email Settings.

For Ad-hoc emails

Customers' replies for ad hoc emails will be sent to the specified address.

Note

• By default, the outgoing server is configured with Vtiger CRM settings. You can manage to send out emails with these settings. However, we recommend you configure the Outgoing Server with your SMTP settings.
• If you prefer to retain the Vtiger server as the Outgoing Server, we urge you to configure your domain’s SPF record to include the Vtiger server as a valid sender for your domain.
• You can click “Reset to Default” in the edit view to populate the default set of values provided by Vtiger CRM.
• If you have changed your password (For example, Gmail password), please update the password in the Outgoing Server.

Font

Set up a company-wide font family and font size for all the emails you send from Vtiger.

Required Opt-In for Email Delivery

When sending an email campaign, autoresponder, or workflow email to a lead or a contact, Vtiger evaluates if the contact should receive the email based on the value in the contact’s “Email Opt-in” field. This system setting tells Vtiger which values are acceptable for delivering email.

Select the type of opt-ins you would prefer to send out emails. Your options are:

• Double opt-in
• Double opt-in and Single opt-in (user)
• Double opt-in, Single opt-in (user), and Single opt-in (webform).

Double opt-in and consent emails

Consent request emails will go from the Email address you choose, along with the selected FROM name. Provide the FROM Name and FROM email to send the Consent request emails. 

To learn more about Double Opt-in, click here.

To learn more about consents, click here.

Configuring System Notifications to Users 

Configure the sender details for system notifications to ensure users receive emails from the correct sender and can reply when needed.
 

Fields

• From Name – Enter the name that will appear as the sender of system notification emails.
• From and Reply-To Address – Enter the email address used as both the sender and reply-to address for system notification emails

Configuring System Notifications to Customers

Configure the sender details for customer notifications to ensure emails are sent with the correct sender name and email address.
 

Fields

• From Name – Enter the name that appears as the sender of customer notification emails.
• From Email – Enter the email address used to send customer notification emails.

Troubleshooting Tips

The following are some common issues users face when configuring email settings.

1. Azure Mail Server Settings Not Updating: When configuring the Azure SMTP server in Vtiger CRM, the mail server settings do not save or update correctly.
   1. Follow the video tutorial and the linked guide to resolve the issue and complete the SMTP setup successfully.
2. SMTP connect() failed error: The system shows an SMTP connect() failed message after entering SMTP details under Other server type and attempting to save.
   1. To confirm that your email credentials and server settings are correct, test them in Thunderbird. Follow the linked guide to fix the issue.
3. Google Authentication issues when using the same email address across multiple instances.
   1. If you are unable to authenticate your email account or notice that schedulers are not running automatically, it may be due to using the same Google email address across multiple WS or .com instances. Google restricts multiple simultaneous authentications for security reasons.
   2. Follow these steps to restore access and allow the same email ID to be used again:
      1. Open your Google Account Settings.
      2. Go to Security > Third-party apps with account access.
      3. Find and select Vtiger from the list.
      4. Revoke access by removing all Vtiger connections.
      5. Return to your instance and re-authenticate your Google email account.

References

• Authenticate Emails with SPF, DKIM, and DMARC
• Configuring Consents
• GDPR
• Email Feature User Guide
• Improving Email Deliverability