You can send email from inside any record. The point is not convenience: it is that the email ends up on the record, so the next person to open it can see what was sent.
Sending one
- Open the lead, customer or deal.
- Click Send email, at the top of the record or on its Activity tab. The mail panel opens at a new email.
- The record’s own address is already in To. Add anybody else beside it, in To, Cc or Bcc, and drag them between the lines. The record’s own address has to stay in To.
- Write a subject and the message. Your signature is already there.
- Attach files from your device with the paperclip, or tick files already on the record with the folder icon.
- Send. Close it instead and it waits in Drafts.
It is the same compose screen as the mail panel’s own, so the editor, From, Reply-to and templates all work the same way. See Email from a record, a quotation or an invoice.
When Send email is switched off
Send email is greyed out, at the top of the record and on its Activity tab, in two cases:
- The record has no email address. Add one to the record first.
- Its address cannot receive mail. The part after the @ is checked: a domain that does not exist (often a typo, like bsmartsolution.in for bsmartsolutions.in), a domain with no mail server, or a name reserved for testing such as .test. The reason is shown beside the button. Correct the address on the record and the button comes back.
This catches addresses whose domain cannot take mail. It cannot tell whether one particular mailbox exists: most providers, Gmail among them, only say so once a message arrives. A message to a mistyped name on a real domain still comes back as undelivered, and shows as Bounced on the Emails tab.
It goes from your address, not ours
If you have connected your mailbox in Settings → My email, the message is sent from your own address. That matters for one reason: when the customer hits reply, the reply comes to you, in your normal inbox, not to a no-reply robot address nobody reads.
With no mailbox of your own, it goes from the mailbox an administrator connected for the whole business, still under your name. With neither, Send stays off and says why: nothing is sent from a system address. Connecting yours takes about a minute and is worth doing before you send the first one.
Templates
If you send the same email often, a first reply to an enquiry or a follow-up after a quotation, save it as a template in Settings → Email templates and pick it here instead of typing it again.
Knowing whether it landed
The Emails tab on the record shows what happened to each message.
| State | What it means |
|---|---|
| Queued | Accepted and waiting to go out. Usually seconds. |
| Sent | Handed over to the mail server. |
| Opened | The recipient opened it. |
| Failed | It did not go. The reason is shown. |
Opened is a hint, not proof. Many mail programs block the tiny image that reports an open. No “opened” mark does not mean it was not read.
Scheduling
An email can be scheduled instead of sent now. Useful when you are working late and would rather it arrived at nine.
Where to go next
Something missing or wrong here? Tell us. A question that needed asking usually means a page that needed writing.