Setting Up Two-Way Email Sync with Outlook

About Two-Way Email Sync

Two-way email sync keeps your email communication seamlessly up-to-date between your Outlook account and the CRM. When enabled, emails sent or received in either platform are automatically mirrored in the other, ensuring a complete and unified communication history.

How to Connect Your Outlook Account

To establish the two-way sync connection:

1. Navigate to Settings and select the My Profile tab.
2. Scroll down to the section labeled Email (2-way sync).
3. Select Outlook as your email provider and click Connect.
4. Enter your Outlook email credentials when prompted to authorize the connection.
5. Grant the necessary permissions requested by the CRM.

Once connected, you can verify the status of your email connection in the same Email (2-way sync) section.

How Two-Way Sync Works

After a successful connection, the sync operates in the following ways:

Emails Initiated from the CRM

Any email you send from the CRM, along with all subsequent replies in that email thread, will be synced to your Outlook inbox and vice versa.

Emails Received in Outlook

When you receive a new email in Outlook from a contact that already exists in the CRM, that email and the entire thread will automatically sync into the CRM.

Creating New Contacts from Outlook

If you send a new email from Outlook to a recipient who is not yet a contact in the CRM, you can ensure the email syncs by using a special BCC address provided by the CRM. Adding this address to the BCC field will create a new contact in the CRM and sync the email.

Important Notes on Sync Behavior

• Emails exchanged with other users within your sub-account (who are also contacts) are not synced to protect potentially confidential information.
• You must ensure that the 'Outlook 2-way Sync' feature is enabled in the Labs section for full functionality. If disabled, only emails initiated from the CRM will sync, and the auto-BCC feature will not work.
• Email attachments up to 3 MB in size will sync. Supported file types include JPG, JPEG, PNG, MP4, MPEG, ZIP, RAR, PDF, DOC, DOCX, and TXT. Emails with attachments larger than 3 MB will not sync.

Managing Your Connection

Updating Your Email

You can change the connected Outlook email address without fully disconnecting. New emails sent from the CRM will sync with the new address. However, ongoing email threads associated with the old address will stop syncing.

Disconnecting Sync

Disconnecting the sync will stop all email synchronization between Outlook and the CRM. Once disconnected, no new emails or messages will be shared between the two platforms.

Sync for Bulk Emails and Workflows

Two-way sync behaves differently depending on the type of email sent:

• Individual Emails: Your connected Outlook email address is used as the sender domain.
• Bulk Emails: If you specify your connected Outlook email in the "From" field, it will be used. If the field is left blank or a different email is used, the sub-account's default email provider will be the sender domain. These emails are not synced with your personal Outlook inbox.
• Workflow & Automation Emails: Emails sent from automations always use the sub-account level provider and are not synced with your Outlook inbox.