Feature Availability

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction

Vtiger CRM brings your email communication into one place, helping you manage customer and internal emails directly from the CRM. This ensures better tracking, organization, and collaboration.

With Vtiger CRM, you can:

• Send emails to customers and colleagues.
• Send emails from the List View and Summary View of records.
• Attach files, documents, and other resources to emails.
• Automatically save email conversations within contact records.
• Integrate with popular email services, including Google and Outlook.
• Use the Inbox feature to receive and reply to emails from multiple email providers.
• Create Individual and Group Inboxes for team collaboration.

Key Features

The following are the key features of Vtiger Emails. Let us learn about them in detail.

Inbox   

The Inbox allows you to manage all your emails from the CRM. You can: 

• Create inboxes to send and receive emails directly from the CRM.
• Integrate email service providers seamlessly with Vtiger for centralized management.
• Efficiently handle multiple email accounts with two-way sync capabilities.
• Streamline operations by focusing on active emails and promptly notifying assignees.
• Access CRM records directly with a simple click for all necessary information

• My Mailbox: A private inbox where you send and receive emails.
• Group Mailbox: A mailbox for your team where you can collaborate with your team members, assign tasks, use comments to mention other members on an email.

Email Template

An email template in Vtiger CRM is a predesigned email you can use to send an email. Vtiger offers more than 100 ready-to-use templates pre-loaded in the CRM. You can: 

• Use or customize existing templates to your requirements. 
• Import a ready HTML code or create an email template from scratch.

To learn about Email Templates in Vtiger, click here.

Email Campaigns

Email campaigns are a sequence of marketing emails. They are designed to market a business or a product and contain promotional offers and valuable content for the subscribers. Vtiger CRM allows you to create two types of email campaigns: 

• Regular: Regular email campaigns are promotional emails sent to your contacts. You can send them immediately or at a scheduled time.
• Autoresponder: Autoresponder email campaigns are emails you send in response to the contacts’ reaction to your previous email campaign.

To learn about Email Campaigns in Vtiger, click here.

Email Sequences

Email Sequences is an outbound sales campaign tool that enables you to send a predefined sequence of emails to your prospects. In Vtiger CRM, you can:

• Send a predefined sequence of emails to a prospect.
• Trigger emails to be sent automatically based on the previous email interactions with a prospect.
• Send follow-up emails are triggered in an automated sequence based on the rules you create.
• Nurture contacts using these emails by sending relevant content and promoting or introducing new products and services.

To learn more about Email Sequences, click here.

Actions in the Email Feature

• Direct Emails: You can send emails from the List and Summary Views of different CRM modules, where the Email icon is visible. The Email icon is visible:

  • When you have saved the email of a Contact in their Contact record.   
  • Where a Contact is linked to other modules like Deals, Invoices, etc.
• Compose: You can draft and send emails directly from within the CRM platform. 
• 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.
• 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 with a Lock icon when you hover over them.
• Delete: This option deletes a conversation. Deleted conversations are sent to Trash.
• 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.​​​​
• Email Preferences: You can select email preferences such as default email addresses, multiple recipients, etc., in the List View of the Contacts or the Leads module. You can:
  • Choose the default email address to send your email from.
  • Select whether to include all recipients in an email or send separate emails to each recipient.    
• Auto-forwarding Emails to Vtiger: You can avoid logging in to multiple email accounts and forward all your emails to Vtiger CRM using the Auto-forwarding feature. With auto-forwarding, you can:
  • Eliminate the need to switch between multiple email IDs to keep track of emails. 
  • Integrate with multiple email clients or service providers, such as Gmail, Outlook, and Yahoo.
  • Use the Mailroom to receive emails from different email clients.
  • Auto-forward your emails to Vtiger.

Using Workflows to Send Emails

Workflows allow you to automate the process of sending emails. The CRM sends an email to the recipient every time the workflow is triggered. For instance, you can send automated thank-you emails to the leads generated through your website.

Follow these steps to set up the Send Mail action:

1. Log in to the CRM.
2. Click the User Menu in the top right corner of the screen
3. Click the Settings. The Settings page opens.
4. Look for the Automation section.
5. Select Workflows.
6. Click the +New Workflow button.
7. Select the Standard option.
8. Enter or select the following information:
   1. Workflow name: Enter the workflow name as Send Mail Based on Lead Source.
   2. Target module: Select Leads as the target module.
   3. Status: Set the status to Active.
   4. Description:  Enter a description that explains the purpose of the workflow action.
9. Select the Workflow Trigger - Lead creation.
10. Click the +Add Condition button.
11. Follow the steps below to add the condition: Lead Source is Website.
    1. Select Lead Source from the first drop-down, and is from the second.
    2. Click on the text area on the right.
12. Select Raw text from the drop-down.
13. Click on Select an option.
14. Choose Website.
15. Click Save.
16. Click the Add Action drop-down.
17. Select Send Mail. This opens a window where you must set up the email.
18. Enter the Action Title. 
19. Enter or select the following details:
    1. From, Reply To, To address, Subject: Set who the email is from, who will receive replies, the recipient's address, and the subject 
    2. Record field: Insert values from specific record fields into the email.
    3. Merge an email template: Use a predefined template with dynamic field mapping.
    4. Insert documents: Attach related documents from the CRM to the email.
    5. Insert payment links and signature: Add payment URLs and the sender’s email signature.
20. Click Save to save the email action.
21. Click Save to save the workflow.

The workflow is now ready to automatically send emails based on the defined conditions.

Note: Only an admin can set up the workflow trigger and configure the email action. 

Setting Up the Inbox

In Vtiger CRM, you can set up:

• 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.

You can set up your mailbox in two ways:

• 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.
• Two-way sync: Two-way sync enables the movement of 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 your Inbox:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Sales.
4. Select Inbox.  
5. Select the Configuration icon in the top right corner. The Mailbox Settings window opens.
6. Select one of these options: 
   1. My Mailbox - to configure your inbox as an individual user and to receive emails to your inbox.
   2. Group Mailboxes - to configure a shared mailbox for your team and receive group emails.

Setting up My Mailbox with Auto-forwarding or One-way Sync

Follow these steps to set up auto-forwarding in Vtiger CRM:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Sales.
4. Select Inbox.
5. Select the Configuration icon in the top right corner. A Mailbox Settings Dialog box opens.
6. Click My Mailbox.
7. Click +Add My Mailbox. The My Mailbox Setup window opens.
8. Choose the Forward incoming emails and CC Vtiger address on the outgoing emails option and click Go >. An Adding My Mailbox dialog box appears.
9. Select or enter the following details in the Adding My Mailbox window:
   1. Address: Enter your email address.
   2. Add BCC address for replies: Enter your BCC email address (optional).
10. Click Save.

Setting Up the Inbox with Two-way Sync

Follow these steps to set up an Inbox with two-way Sync:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Sales.
4. Select Inbox.
5. Select the Configuration icon in the top right corner. The Mailbox Settings window opens.
6. Select My Mailbox.
7. Select +Add to My Mailbox.
8. Choose 2-way sync and click Go >. The 2-way Sync Setup window opens.
9. Enter your email address in the Please Enter Your Email Address field.
10. Click Proceed.
11. Choose your email address and sign in to your email client. The My Mailbox Setup window opens.
12. Enter or select your Inbox settings:
    1. Folders: The folders you want to see in your inbox.
    2. Choose time period: The period from which you want to sync emails.
    3. Sync emails from: Select the time period to sync emails from the given dropdown list.
    4. Note: The information you enter in this step depends on the email client you are using.
13. Click Save.

Setting Up Group Mailboxes

A Group mailbox can be used as a single point of email contact for a team or group of users, just as a shared mailbox can be. As a team member, you can send-as or send-on-behalf of a Group mailbox, just as they would a shared mailbox. 
You can have a default name for your Group Mailbox. You can allow users to set a default From name when creating and editing a Group Mailbox and allow the from name to be overwritten from the mail composer window for ad-hoc emails.

Follow these steps to set up a Group Mailbox:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Sales.
4. Select Inbox. 
5. Select the Settings icon in the top right corner. The Mailbox Settings window opens.
6. Select Group Mailbox.
7. Select +Add Group Mailbox.
8. Enter or select the following information in the Adding New Group Mailbox window:
   1. Address - The email ID of the group. 
   2. 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.  
   3. Mailbox name - The group name.
   4. Who should have access to this group mailbox? - The users or teams that have access to the mailbox
   5. Does this account have a password? - Select the second option, as Group Inboxes do not have passwords.
      1. Yes (Individual accounts have passwords)
      2. No (Group accounts and aliases do not have a password)
      3. Add BCC address for replies - Add a BCC address.
9. Click Save.

Note: 

• Group Mailboxes do not have a two-way sync option. 
• An Admin user and the CRM account owner can access and alter group mailbox settings even if they are not a member of the group.

Improving email deliverability ensures that your messages reach recipients’ inboxes instead of being marked as spam. By following best practices and maintaining a healthy email setup, you can achieve better engagement and reliable communication.

To learn more about improving email deliverability in Vtiger, click here.

Reference

• Vtiger Inbox
• Email Campaigns for Marketing
• Email Templates
• Auto-forward emails to Vtiger
• Email Workflow
• Improving Email Deliverability
• Automate Outgoing Emails in Email Settings