Admin Guide: Employee Email Management

1. Mail Server Settings

Employee mailbox service allows ShareCRM to receive, send, and manage employee emails on behalf of staff. Note that ShareCRM is not an email service provider. Before using the Mail app, each employee must already have an existing email address and corresponding mailbox account.

After employees bind their corporate email accounts to ShareCRM, they receive new mail notifications and can receive, view, send, and manage messages within the Mail app.

System administrators can preconfigure the organization’s mail server settings so employees only need to enter their email address and password when binding; the system will verify the server settings and complete the binding.

Administrator path: Admin Console > Mail Management > Employee Mailbox. Under “Organization Mailbox Management”, enable “Employees Use Organization Mailbox”, as shown below:

Click “Settings” to the right of “Mail Server Information” to open the detailed mail server editor.

Mail server information editor

Filling instructions: - If you select a common mailbox type (for example: Tencent organization mailbox, Alibaba Cloud organization mailbox), the system will auto-fill the incoming mail server and SMTP server addresses and ports. - Authentication type: OAuth2.0. See Tencent organization mailbox OAuth2.0 authentication setup help for details.

1.1 Organization-Owned Mail Servers

Organization-owned mail server settings screen

If your organization uses a non-standard mail server (not a common provider like Tencent or Microsoft 365), contact your mail administrator to obtain the incoming (IMAP/POP) and SMTP server addresses and ports.

2. Email Archiving Settings

2.1 Enable Employee Email Archiving

Why enable employee email archiving? - Synchronize all business email communications between employees and customers into the CRM. - View a complete communication timeline that includes exchanged emails on business records such as Account, Contact, Leads, and Opportunity. - Run AI analysis and insights on all activities (including emails) to get recommended next actions.

How to enable employee email archiving: Go to Admin Console > Mail Management > Employee Mailbox. Under “Mail Archiving Management”, enable “CRM Object Email Archiving”, as shown below:

Configuration screen to enable employee email archiving

2.2 Automatic Creation of Sales Activities from Emails

The system can automatically convert emails into sales activities.

step 1: Go to Admin Console > Mail Management > Employee Mailbox.

step 2: After enabling “CRM Object Email Archiving”, the “Create Sales Activity from Email” toggle appears.

step 3: Enable “Create Sales Activity from Email”. Then create a new “Auto-create Rule”. When emails are archived to selected objects (Account, Contact, Leads, Opportunity 2.0) and meet the rule conditions (if none specified, all emails match), the system will automatically create a sales activity.

Note: “Create Sales Activity from Email” is reversible — you can turn it off after enabling. You can define up to 10 rules; rules execute top to bottom. For a given CRM object instance, the system will create at most one sales activity.

Configuration screen for creating sales activities from emails

Example — creating an auto-create rule for email-to-activity

3. Other Notes

• Email Marketing

Employee mailboxes are intended for one-to-one correspondence with customers. For bulk email marketing campaigns, use the Marketing (ShareMarketing) email marketing module.