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Configuring Your Inbox
Learn how to set up your inbox, forward your emails into Vtiger CRM, and get all your emails under one roof.
R
Ruba
17 Jul, 2022 - Updated
10 months ago
Table of Contents
Sales Inbox: Perks
“Why must I use a Sales Inbox?”, you ask?
With Vtiger CRM’s Sales Inbox, you can do a lot more than just sending and receiving emails!
It removes some of the typical constraints of regular email clients –
- Emails are not assigned to any user on receipt.
- Closed conversations take up space in the inbox.
- Setting up reply-to email IDs is difficult.
- Collaboration with the team must happen outside email conversations.
- Managing separate mailboxes is tedious.
- Emails are not linked to CRM records directly.
Feature Availability and Limits
Click here for the availability of Actions features for different editions of Vtiger CRM.
Note: 2-way sync is not available in any of the Help Desk editions.Setting Up Your Inbox
Follow these steps to set up your inbox:- Log in to your CRM account.
- Click the Main Menu.
- Go to Sales.
- Select Inbox.

- Select the Configuration Icon on the top right corner.

- Select one of these options:
- My Mailbox to configure your inbox as an individual user and to receive emails to your inbox.
- Group Mailboxes to configure a shared mailbox for your team and receive group emails.
Setting up my mailbox
You can set up your mailbox in two ways:- Auto-forwarding (or one-way sync)
- Two-way sync
Auto-forwarding or one-way sync
Auto-forwarding or one-way sync brings emails from your email client into Vtiger CRM. Emails that are forwarded from your email client come into Vtiger CRM through Mailroom. Follow these steps to set up auto-forwarding in Vtiger CRM:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Sales.
- Select Inbox.

- Select the Configuration Icon on the top right corner.

- A Mailbox Settings Dialog box opens. Select My Mailbox.
- Select Add to My Mailbox.

- Choose ‘Forward incoming emails and CC Vtiger address on outgoing emails’ and click Go>.

- An Adding My Mailbox dialog box appears. Enter the following details:
- Your email address under Address.
- Your BCC email address under Add BCC address for replies (optional)
- Click Save.
Two-way sync
Two-way sync syncs emails between your email client and Vtiger CRM. By enabling two-way sync, you can bring emails from your email client into your mailbox and emails from your mailbox into your email client. This makes accessing your emails easy for you.Follow these steps to set up two-way sync:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Sales.
- Select Inbox.

- Select the Configuration Icon on the top right corner.

- A Mailbox Settings Dialog box opens. Select My Mailbox.
- Select Add to My Mailbox.

- Choose 2-way sync and click Go>.

- Enter your email address.
- Click Proceed.

- Choose your email address and sign in to your email client.

- Choose your inbox settings:
- The folders you want to see in your inbox.
- The period from which you want to sync emails.
- Other mandatory fields.
- Note: The information you enter in this step depends on the email client you are using.
- Click Save.
Adding a Group Mailbox
Follow these steps to set up your group mailbox:- Log in to your CRM account.
- Click the Main Menu.
- Go to Sales.
- Select Inbox.

- Select the Settings icon on the top right corner.

- A Mailbox Settings Dialog box opens. Select Group Mailbox.
- Select +Add Group Mailbox.

- Enter the following details in the Adding New Group Mailbox window:
- Address - The email ID of the group.
- You can enable the Mark incoming emails as private by default checkbox to ensure that private emails to group members are visible only to the receivers.
- Mailbox name - The group name.
- Who should have access to this group mailbox? - The users or teams that have access to the mailbox
- Does this account have a password? - Select the second option as Group Inboxes do not have passwords.
- Yes (Individual accounts have passwords)
- No (Group accounts and aliases do not have a password)
- Add BCC address for replies - Add a BCC address.
- Click Save.
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Deleting a mailbox address
Deleting my mailbox address
Follow these steps to delete My Mailbox:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Essentials.
- Select Inbox.

- Click the Settings icon on the top right corner.

- Click the My Mailbox tab in the Mailbox Settings window.
- Select Delete Mailbox.

- Type ‘My Mailbox’ in the textbox provided.
- Click Delete.
Deleting a group mailbox address
Follow these steps to delete a group mailbox:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Essentials.
- Select Inbox.

- Click the Settings icon on the top right corner.

- Click the Group Mailboxes tab in the Mailbox Settings window.
- Click the Delete icon located on the right.
Transferring emails to another group mailbox address:

- Select an email address from the Transfer Mails drop-down to transfer your emails.
- Type the mailbox name in the textbox to confirm the deletion.
- Click Delete.
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Editing or adding mailboxes: Mailbox Settings
You can edit your mailbox settings by going to Main Menu > Essentials > Inbox. You also have the option to add a mailbox under Mailbox Settings.Automating tasks: Mailroom
You can automate the creation of CRM records using emails coming into your mailbox. This is possible only when auto-forwarding is set up in your email client. Vtiger CRM uses email information to create deals, leads, contacts, organizations, cases, and other records when you set up auto-forwarding in your email client and mailroom rules.You can access the mailroom by going to Settings > Automation > Mailroom.
Setting up mailroom rules from Inbox
Follow these steps to set up mailroom rules:- Log in to your CRM account.
- Click the Main Menu.
- Go to Essentials.
- Select Inbox.

- Click the Settings icon on the top right corner.
- Click the Automate Tasks tab in the Mailbox Settings window.
- Click:
- Add New Action to add a new mailroom rule.
- The Edit icon to edit a mailroom rule.
Composing an Email
To compose an email, click the Compose button located on top of a mailbox. You can use the following options present in the compose email window.The Compose Email window
The Compose Email window has the following actionable items:- Selecting modules for To email
Follow these steps to insert a To address using the drop-down:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Sales.
- Select Inbox.

- Click the Compose button.

- Click the drop-down located beside the To address in the Compose Email window.
- Click the Magnifier icon to view records in the selected module.

- Click on a record to select it as the To address.
- Setting up From and Reply To emails
- Log in to your CRM account.
- Click the Main Menu.
- Go to Essentials.
- Select Inbox.
- Click the Compose button.

- Click the More button on the right side.

- Click the Reply to drop-down to choose a Reply To email address.
- Inserting links




- Insert Appointment Link
Vtiger CRM’s Appointment Pages save you from the trouble of sending back-and-forth emails to schedule a meeting with a customer. You can create an appointment page by going to Main Menu > Sales > Appointment Pages.
You can select an appointment record by selecting Insert Appointment Link from the drop-down and insert its link in the email body.
- Insert Survey Link
Use surveys to gather feedback and opinions. You can create a survey by going to Main Menu > Essentials > Surveys.
Insert a survey link in the email body by clicking Insert Survey Link from the drop-down.



- Vtiger Document
This option lets you insert links to documents present in Vtiger CRM under the Documents module.


- Upload and Insert
With this option, you can upload a PDF file to Vtiger CRM’s Document module and insert a link to the file in the email body.
The documents open in the Document Viewer when a recipient clicks the link in the email body.
To learn more about Document Viewer in Vtiger CRM, click here.
The documents open in the Document Viewer when a recipient clicks the link in the email body.
To learn more about Document Viewer in Vtiger CRM, click here.
- Merge Template
You can insert links to an email template present in the CRM.
Follow these steps to insert a link to an email template:
Follow these steps to insert a link to an email template:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Essentials.
- Select Inbox.
- Click the Compose button.
- Click Insert Link in the Compose Email window.

- Select Merge Template.

- Choose a module from the Select Module drop-down.
- Choose a template from the Select Template drop-down.
- Selecting email templates
Follow these steps to add an email template to the email body:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Essentials.
- Select Inbox.
- Click the Compose button.

- Click Select Email Template.

- Select the parameter you want to base your search on; for example, module name, template subject, and template description.

- Select an email template.

- Including signature
By enabling or disabling the checkbox for Include Signature in Compose Email window, you can add or remove your signature from the email.

- Selecting an email sequence
You can view email sequences by going to Main Menu > Sales > Email Sequences.

- Attaching files
Follow these steps to attach a file to your email:
these steps to add an email template to the email body:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Essentials.
- Select Inbox.
- Click the Compose button.
- Click the Attach Files drop-down.
- Choose:
- From Computer to browse to your local computer to attach a file
- From CRM to browse through your documents in the Documents module

- Setting a reminder
For example, if you set a reminder ‘Remind me to follow up in 3 days’, you will get a reminder notification.
You can set up email reminder alerts and alert channels by going to Main Menu > Essentials > Actions.
- Email tracking
You can set up email tracking by going to Main Menu > Essentials > Actions, with options to select alert channels and whom to alert.
- Scheduling emails
Follow these steps to attach a file to your email:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Essentials.
- Select Inbox.
- Click the Compose button.

- Click the drop-down beside the Send button.
- Pick a date and time.
- Click Send.
The email gets scheduled for the date and time you select.
Inbox Features
FoldersSales Inbox has separate folders for different email categories.
- Open: Emails that have just arrived or emails that have not been opened stay in this folder.
- Drafts: Emails that are composed but not sent are present in the Drafts folder.
- Done: Emails marked as Done are sent to this folder. When work on an email is complete or an email conversation is closed, it is marked as done. When a reply comes to a conversation in the Done folder, it is reopened and moved to the Open folder.
- Sent: Sent emails can be viewed in this folder.
- Reminders: Emails with reminders are sent to the Reminders folder. Skip to this section to learn more about setting up reminders.
- Trash: Deleted emails go to Trash. Skip to the ‘Email Actions’ section to learn more about deleting emails. When a reply comes to a conversation in the Trash folder, it is reopened and moved to the Open folder.
Use the Search bar on the top of the email list to look for an email. You can type keywords such as sender’s name, email subject, etc., to find emails.
Mass-select
You can select all emails on the current page by clicking the Mass-select radio button and perform actions such as Mark as Done, Assign, Mark as Read, Mark as Unread, and Delete.
Skip to this section to read more about actions possible on emails.
What does the Assign option do
When an email arrives from a customer, you can assign it to a user, which means that the user will be responsible for following up with the customer. You can mass-select emails and assign them to any user.
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Configuration
The Settings icon is on the top-right corner of a mailbox.
By clicking the button, you can add or delete personal and group mailboxes, edit mailbox settings, and view or edit mailroom rules.
Drop-down
The drop-down on the top left allows you to switch between My Mailbox and group mailboxes. Click the drop-down and select a mailbox to view emails.
Pagination
Your search for specific emails becomes easy with the pagination in Vtiger CRM. You can find it on the top-right corner above the email list.
Here is how you can use it:
- Click on the page numbers.
- Insert the destination page number.
- Click Go.
Email Actions
Here are the actions you can perform on an email:Actions available on the email list
- Edit Reminder: You can create a reminder to reply to or follow up with an email by clicking the Edit Reminder option. Emails with a reminder appear on top of the email lists in a folder.
- Mark as Done: After an email conversion ends, you can mark it as done using the Mark As Done option. Emails marked as Done are moved to the Done folder.
- Mark as Read: You can use the Mark as Read option to mark an email as Read.
- Make Private: Mark a conversation as Private by using the Make Private option displayed under the ellipsis. Private conversations are only viewable for users of the mailbox. You can identify private conversations by a Lock icon when you hover on them.
- Delete: This option deletes a conversation. Deleted conversations are sent to Trash.
Actions available on an email
- Reassign email: You can assign emails to another user by using the option displayed beside the email subject.
- Open contact record: This option is visible beside the reassign email option only if you have the sender’s details saved as a contact. You can use it to open the contact record.
- Mark email as Private or Public: Use the toggle button on an email to mark it as private or public. Only members of a mailbox can view private emails, whereas public emails can be viewed by anybody when attached to a CRM record if they have access to the record.
- Create or link record: This option helps you use the details in the email; you can create a record in the CRM or link the email to a record in the CRM.
- Mark as Done: After an email conversion ends, you can mark it as done by using the Mark As Done option. Emails marked as Done are moved to the Done folder.
- Mark as Unread: You can use the Mark as Unread option to mark an email as unread.
- Delete: This option deletes a conversation. Deleted conversations are sent to Trash.
- Edit Reminder: You can create a reminder to reply to or follow up with an email by clicking the Edit Reminder option. Emails with a reminder appear on top of the email lists in a folder.
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