CRM

Management of Email Correspondence via Bitrix24’s CRM

Management of Email Correspondence via Bitrix24’s CRM
Ann Slyshkina
May 24, 2013
Last updated: April 7, 2021

Bitrix24’s CRM manages email correspondence with contacts, companies, and leads and can receive and append an incoming email to the appropriate CRM object or record.

What Is Email Correspondence?

Email correspondence (or simply “emails”) are text messages (sometimes with an attached image, document, video, or another file) that are sent and received electronically. Pretty much everyone uses them but sales professionals rely on email correspondence more than anyone else since they use emails for scheduling meetings, requesting information, and sending promotional materials to customers.

Parts of an Email in Bitrix24

Much like any other CRM, Bitrix24 CRM has the following parts of an email:

  • From field

  • To field

  • Subject field

  • Text field

  • Attachments

Sending emails from the Bitrix24 CRM can be done individually or in bulk, files can be attached to messages, and pre-made templates can be implemented. Such correspondence is saved as an event in a given CRM element, whether it is a lead, company, or contact.

No additional settings need to be configured for this system of interaction with contacts to operate – as long as the email addresses of both the contact and the sales rep are correct, all your emails will be sent and delivered successfully by Bitrix24.

Saving Incoming Emails in the CRM

Bitrix24 also allows receiving and saving of incoming emails – using our Send&Save email integration technology. For example, a sales rep sends an email to a lead from the CRM, then the lead replies to the email. This reply will be appended to the lead record in the CRM. Thus, all email correspondence with leads and contacts can be kept in the CRM and reviewed at any time by a user with appropriate access permissions.

To implement this mode of email handling, you should assign an email address to your CRM, for example, CRMsales@your_company.com, for the reception of the email.

When a sales manager sends an email from the CRM, a special code is attached to the message (either in the body or in the subject – depending on the setting), and the “reply to” field is filled with the email of the CRM.

When a lead or client responds to the message, the email goes to the sales rep and is sent to the CRM’s inbox. The CRM collects the messages in this inbox periodically and uses the code to determine to which record the email should be appended.

The location for setting up an email address for the CRM is found at CRM>Settings>Send&Save Integration in your Bitrix24 portal.

Delete messages from the server when delivered – this option deletes the messages in the CRM’s inbox after they have been processed. We do not recommend this option if the inbox is used for messages other than the CRM, since all messages are deleted, whether intended for the CRM or not.

Create a lead for an unknown sender – if an email comes to the CRM’s inbox and cannot be identified as belonging to an existing record, a new lead will be created with the name “Lead from…”

In the “Filter incoming messages by subject…” block, advanced users can set their own rules regarding the proper formulation of service codes. Multiple email addresses can be used in a single Bitrix24 account. To learn more, please read our blog post about new email integration options for Bitrix24 CRM.

 

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