How do I log replies from Outlook or Gmail against the right Zoho CRM record?

Connect your mailbox to Zoho CRM through its email settings, using the Gmail, Microsoft 365 or IMAP options. Zoho CRM then matches incoming and outgoing emails to leads and contacts by email address and shows them on the record. For deals, emails appear through the linked contact. The Gmail extension and Outlook add-in help when you want to file a message manually.

Matching is by email address. When a message arrives from or goes to an address that exists on a lead or contact, Zoho CRM links it to that record. If the sender is not in the CRM, the email will not appear anywhere until you add them. If two records share the same address, the email can show on both, which is a sign you need to clean up duplicates.

Privacy settings matter. Each user can choose whether their synced emails are private or shared with others who can see the record. If colleagues say they cannot see replies, check those sharing settings before assuming the sync is broken. Also check which folders are being synced, since some setups ignore folders other than the inbox and sent items.

For more control, install the Zoho CRM add-in for Outlook or the Zoho CRM extension for Gmail. From inside your mail client you can see the CRM record, create a lead from a new sender and associate an email with a specific deal. This is useful when one contact is involved in several open deals at once.

Written by Flowpeak, a Zoho implementation partner. Zoho pricing and features change, so confirm current details on the official Zoho site. Free checklists | Ask us a question