My sales mailbox
Overview
This page connects your personal mailbox to the CRM. Incoming customer mail then lands in the history of the matching customer or deal — without anybody forwarding or retyping it. If the target is unambiguous, this happens at once; if several targets come into question, the mail waits under Mail assignments for your decision and appears in no history until then.
The point is not convenience but completeness. A case's trail is only worth something if it also contains what was written directly to a person. That is exactly what gets lost as soon as somebody goes on holiday or leaves the organisation.
It is a personal setting: you connect your mailbox, not the organisation's. The system's sending accounts live elsewhere, see System mail accounts.
Core tasks
Connect a mailbox. Connect mailbox requires provider, label and email address. Three providers are available:
| Provider | What is needed |
|---|---|
| IMAP | server, port, encryption, username, password |
| Gmail | a previously connected access integration |
| Microsoft | a previously connected access integration |
With Gmail and Microsoft, access runs through an integration that has to be set up beforehand — here you only enter its identifier.
Check the state. The list shows label, address, provider and status: Synchronised, Waiting for first sync or Error; paused mailboxes are marked.
Backfill. Backfill fetches past mail. The run works in the background — with a mailbox that has grown over years it takes correspondingly long.
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
Connecting a mailbox
| Field | Required | Values / format | What it does |
|---|---|---|---|
Provider provider | yes | IMAP, Gmail, Microsoft Graph | Decides the whole rest of the mask. IMAP asks for server, port, encryption, user and password; Gmail and Microsoft Graph instead only for the prepared connection — there the provider grants access, not we. |
Label label | yes | text, max. 100 characters | The name the mailbox appears under in your list. It matters as soon as there is more than one. |
Email address email | yes | email address, max. 255 characters | The address of the mailbox. It decides which incoming message counts as "to me" and which sender address is proposed outgoing. |
Connection integrationId | with Gmail/Graph | a prepared connection | Which provider login is used for access. Without it there is no access for those two providers — username and password do not replace it. |
IMAP server imapHost | with IMAP | text, max. 255 characters | Address of the mail server, e.g. imap.example.com. |
Port imapPort | no | number | The port. Left empty, the usual port for the chosen encryption is used. |
Encryption imapEncryption | no | SSL, TLS, none | How the connection is secured. None sends credentials in the clear and is only defensible for a mailbox inside your own network. |
Username imapUsername | with IMAP | text, max. 255 characters | The login name on the mail server. Often, but not always, the email address. |
Password password | with IMAP | text, max. 500 characters | The password. It is stored encrypted and never shown again; entering it anew replaces it. With providers using two-factor login an app password belongs here, not the account password. |
Folder imapFolder | no | text, max. 255 characters | Which folder is fetched. Empty means inbox. |
SMTP server smtpHost | no | text, max. 255 characters | Which server this mailbox sends through. Empty means a read-only mailbox — outgoing sales mail keeps running through the brand account. |
SMTP port smtpPort | no | number, default 587 | The port of the outgoing server. 587 with STARTTLS is the normal case, 465 the one with SSL throughout. |
SMTP encryption smtpEncryption | no | TLS (default), SSL or none | How the connection to the outgoing server is secured. "None" belongs on an internal network only. |
SMTP user name smtpUsername | no | text, max. 255 characters | A separate user for sending; empty = the same as for fetching. |
SMTP password smtpPassword | no | text, max. 500 characters | A separate password for sending; empty = the same as for fetching. It is only written, never returned. |
Active active | no | yes/no | Off stops the fetch without deleting the connection. The usual move when a mailbox misbehaves for a while. |
Fetch history backfill | no | yes/no | Fetch older messages on the first run instead of only listening from now on. A one-time decision with noticeable runtime on large mailboxes. |
Detect documents documentIngest | no | yes/no | Attachments are checked for business documents and placed in the document inbox. Off means attachments stay on the message only. |
Brand brandId | no | one of your brands | Assigns the mailbox to a brand — incoming messages inherit it. Empty means assigned to no brand. |
Settings & permissions
- Module
module.crm. - The connection belongs to your account. Others see neither your credentials nor your mailbox.
- Assignment follows the sender address. It works through the email recognition stored on the
customer and the addresses of the contacts.
- Assigned mail becomes visible to those entitled. What lands in a customer's trail is part of
the customer file — no longer your private correspondence. So connect a business mailbox, not a private one.
FAQ & troubleshooting
Mail is not assigned to any customer. Then the sender address is not known anywhere. Register it on the contact as an additional address, or on the customer as a domain recognition marker.
**The status reads Error.** Usually the credentials have expired or were changed. With Gmail and Microsoft, check the underlying integration.
**The status stays at Waiting for first sync.** The first synchronisation runs in the background. If it persists, it belongs with your administrator.
A mail is missing from the history although the sender is known. Then the address matches several possible targets — for instance two contacts, or a contact and a lead. The mail waits under Mail assignments until you assign or dismiss it.
I do not want all my mail landing in the system. What gets assigned is what belongs to known customers and contacts. If you do not want that either, do not connect the mailbox — the feature is voluntary.