Email Communication

Email Communication in Frappe CRM allows you to send, receive, and track customer emails directly from Lead and Deal records. Every email conversation is automatically linked to the corresponding record, giving your sales team complete communication history in one place.

Instead of switching between your inbox and CRM, you can manage customer conversations without leaving the application.

Send an Email

To send an email from a Lead or Deal:

1. Open the required Lead or Deal.
2. Click the Reply button.
3. Compose your email.
4. Click Submit to send it.

Email Composer

The email composer includes all the information needed to communicate with customers.

• Subject — Enter a meaningful email subject.
• To — Specify the recipient’s email address.
• Cc — Add recipients who should receive a copy.
• Bcc — Send hidden copies without revealing recipients.
• Message — Write the email content using the rich text editor.
• Attachments — Include supporting documents when required.

View Email History

Every email sent or received is automatically stored against the related Lead or Deal.

You can review email communication in two places:

• Activity — Displays emails alongside calls, comments, tasks, notes, and other activities in chronological order.
• Emails — Shows only email conversations, making it easier to follow customer discussions.

This ensures the complete communication history remains available for everyone working on the record.

Email Account Setup

Before sending and receiving emails from Frappe CRM, you need to configure an Email Account.

Frappe CRM supports multiple incoming and outgoing email accounts. At least one default incoming account and one default outgoing account must be configured.

To manage Email Accounts, open the Email Account DocType from the Desk.

Prerequisites

Before creating an Email Account:

• Create an Email Domain if your email provider requires one.
• Some providers automatically configure domains, so manual setup may not be necessary.

Create an Email Account

To configure an email account:

1. Open the Email Account list in Desk.
2. Click New.
3. Enter your email address.
4. Provide the account password or App Password.
5. Save the document.

If the credentials are valid, Frappe CRM automatically synchronizes the mailbox.

Additional Email Account Options

• Use Different Email Login ID — Authenticate using a different login while sending emails from another address.
• Awaiting Password — Allow another user to complete the password configuration after logging in.
• Use ASCII Encoding for Password — Enable ASCII password encoding if required by your email provider.

Benefits of Email Communication

• Manage customer communication without leaving the CRM.
• Keep complete email history attached to Leads and Deals.
• Improve collaboration by giving the entire sales team visibility into customer conversations.
• Use reusable Email Templates for faster responses.
• Work with multiple email accounts from a single CRM.

Best Practices

• Configure a default outgoing and incoming email account.
• Use Email Templates for common customer communications.
• Write clear subject lines to improve email organization.
• Review previous conversations before replying to customers.
• Use Cc and Bcc only when additional recipients need to be included.