When using Pipedrive’s <a href="https://support.pipedrive.com/en/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a>, or <a href="https://support.pipedrive.com/en/article/smart-email-bcc" target="_blank" rel="noreferrer noopener">Smart Bcc</a>, your received emails will automatically be linked with the contact person in Pipedrive associated with that email address.
However, in some scenarios, your email threads won’t automatically link to the deal, lead or project linked to that contact person.
<ul><li dir="ltr">If the contact person has more than one open deal, lead or project, then Pipedrive can’t automatically determine which item the email thread references. In such cases, you can manually select and link the email thread to the appropriate item. If that contact person has only one lead, deal or project open, then that email will automatically be associated with that one open item.</li><li dir="ltr">Automatic linking to deals and leads will only work for open deals associated with the email’s recipient. If the status of the deal changes (marked as won, lost or deleted), the exchanged emails after this change will no longer be automatically linked, but can still be linked manually.</li><li dir="ltr">If the email thread has more than two recipients and neither has an open lead, deal or project, then the email thread will not be linked automatically. However, if one of the recipients already has an open item, it will automatically link to that item.</li><li dir="ltr">If the email thread was created before the deal or lead, emails won’t link retroactively to the deal or lead and you need to link them manually. To link a deal or lead and an email thread, the item has to be created before the email thread.</li></ul>
For detailed steps on linking email threads to your Pipedrive items, explore our comprehensive guide on <a target="_blank" href="https://support.pipedrive.com/en/article/link-emails-items" rel="noreferrer noopener">how to link emails to Pipedrive items</a>.
If you notice that your emails are not linking to your deals and the cause is not one of the above, please <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">contact our support team</a> for further assistance.

Why are my emails not automatically linked to my deals?

<div class="support-note primary">
Note: The Smart Bcc function is available with all Pipedrive plans, and can be used when emailing multiple recipients. However, the <a href="https://support.pipedrive.com/article/group-emailing" target="_blank" rel="noreferrer noopener">group emailing</a> feature doesn’t include an option for BCC'd recipients. </div>
 To streamline your email process, we suggest <a href="https://support.pipedrive.com/hc/en/articles/115005977469" target="_blank" rel="noreferrer noopener">upgrading</a> to Pipedrive’s Advanced, Professional, Power or Enterprise plan. For more information about how Pipedrive mail works alongside your other information, check out <a href="https://support.pipedrive.com/hc/en/articles/206770039#C5" target="_blank" rel="noreferrer noopener">this article.</a>

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<h2 style="text-align: justify">How does it work?<a name="how-does-it-work"></a></h2>
<div class="support-note success primary">Note: When using our Smart Bcc feature, the total message size, including attachments, must be under 20MB. </div>
With our Smart Bcc function, you can manually forward individual email threads from your email provider into your Pipedrive inbox. Then, you can link the thread to any relevant deals, leads, projects or people contacts in your Pipedrive account.
To use your Smart Bcc, go to Settings &gt; <a href="/settings/email-sync">Email sync</a> &gt; Smart Bcc and click ”copy“ next to your address. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/BCC%201.jpg" alt=""></figure>
<div style="text-align: justify" class="support-note success primary">Note: Selecting ”change“ routes you to Company settings &gt; <a href="https://app.pipedrive.com/settings/company_settings" target="_blank" rel="noreferrer noopener">General</a>, where you can change your company domain. Since your Bcc address is based on your company domain, changing it will change your Bcc address as well.<a href="https://app.pipedrive.com/settings/company_settings" target="_blank" rel="noreferrer noopener"></a> </div>
Once copied, you can paste the link into the Bcc section of any email sent or forwarded from your email provider.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/BCC%208.jpg" alt=""></figure>
A copy of the Bcc’d email appears in the inbox under the Mail tab of your Pipedrive account after the email is sent out.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/BCC%203.jpg" alt=""></figure>
 Any replies received from your customers will need to be forwarded to that same universal Bcc address in order to appear in your Pipedrive inbox.
<div class="support-note primary">
Note: Make sure to include the Pipedrive Smart Bcc address in the Bcc field of your emails to prevent any confusion with your potential customers. 
</div>
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<h2 style="text-align: justify">
Linking items<a name="linking-items"></a></h2>
<div style="text-align: justify" class="support-note success primary">Note: If there’s no Pipedrive contact associated with the email address used to forwarded an email, a new person contact will be created automatically for that email address. </div>
Linking emails to deals and contacts gives you a clear picture of the ongoing conversations from the detail view of the person and the deal. 
If the address used to forward an email is linked to a contact person in Pipedrive, the email being forwarded will be linked to that contact person.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/BCC%2010.jpg" alt=""></figure>
You can also manually create a new lead, deal, project or contact person for an email, or link it to an existing one. 
To do this, open up the email in your inbox and choose to find an existing item or create a new one in the window on the right side.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/BCC%205.jpg" alt=""></figure>
What if you want your emails linked to items automatically?
<div class="support-note success primary">Note: An email will only be linked to a deal if it‘s that contact person‘s only open deal.</div>
The Link emails to Pipedrive items option automatically links a forwarded email to leads, deals and projects connected to that email address. 
 To set up automatic linking to items in your Pipedrive account, go to Personal preferences &gt; <a href="/settings/email-sync">Email sync</a> &gt; General settings and toggle the setting on.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/BCC%206.jpg" alt=""></figure>
<div class="support-note primary">Note: If you have multiple open deals with the same email recipient in Pipedrive, choose “Manually” to select which deal you want to link. </div>
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<h2 style="text-align: justify">Alternate email addresses for Smart Bcc<a name="alternate-email-addresses-for-smart-bcc"></a></h2>
<div style="text-align: justify" class="support-note success primary">Note: Your account email address will appear as the main address among those listed.</div>
You can use the Smart Bcc link to forward emails to your Pipedrive account with addresses other than your account email. 
To add an alternate email address, go to Personal preferences &gt; <a href="/settings/email-sync">Email sync</a> &gt; Smart Bcc emails are accepted from. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/smart%20bcc%207.jpg" alt=""></figure>
Enter your preferred email address into the bar and click “add.” Validating the alternative email address After you add an alternate email address, a confirmation email is sent to that address which must be verified before the new address can be used. 
Once validated, emails forwarded to the company-specific universal Bcc from that email address will show up in the Pipedrive inbox of the Pipedrive user who added that email address as an alternative email address. 
<div class="support-note primary">Note: If you change the domain of your Pipedrive company account or the domain of your email address, it must be accurately reflected in your Pipedrive Smart Bcc settings. </div>
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<h2 style="text-align: justify">Email sharing<a name="email-sharing"></a></h2>
When forwarding emails to your Pipedrive account, you may want your teammates or other users in your Pipedrive account to have the ability to see the emails too. 
Sharing individual emails
To allow other users to see a public email conversation, set any individual emails to “Share within your company” in your inbox. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/BCC%2011.jpg" alt=""></figure>
Sharing emails as a rule 
You can also change the default shared settings of your emails. 
Go to Personal preferences &gt; <a href="/settings/email-sync">Email sync</a> &gt; Default email sharing and select “Shared.”
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/BCC%2012.jpg" alt=""></figure>
<div class="support-note primary">
Note: Altering this function only applies to emails received after the setting has been updated. </div>
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<h2 style="text-align: justify">Deal and lead specific Bcc<a name="deal-and-lead-specific-bcc"></a></h2>
<div style="text-align: justify" class="support-note success primary">Note: It's not recommended to forward the same email to multiple deal-specific Bcc addresses at once. </div>
Each lead and deal in your company Pipedrive account has its own unique Bcc address, and you can forward an email into your account and link it to a specific one by pasting the lead or deal-specific bcc address into the Bcc field of an email. You can find the deal specific address in the detail view of any deal, in the Smart Bcc side panel.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/BCC%207.jpg" alt=""></figure>
You can find the lead specific address in the bottom left corner of any lead's contextual view. 
<figure style="border:0px solid rgb(229,231,235);margin:0px auto 1em;padding:0px;clear:both;color:rgb(63,77,90);font-family:'system-ui';"><img src="https://kb-cms.pipedriveassets.com/email%20leads%204.jpg" alt=""></figure>
<div class="support-note success primary"> Note: If you delete a linked email from the Mail tab of your Pipedrive, it will no longer appear in the detail view of that associated deal. </div>

Smart Bcc

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How does it work?

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Linking items

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Alternate email addresses for Smart Bcc

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Email sharing

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Deal and lead specific Bcc

If you want to forward emails to your Pipedrive inbox without using your Pipedrive login email, you can add that email as an alternative email address for Smart Bcc. 
<hr>
<h2>Adding an alternative email address <a name="adding-an-alternative-email-address"></a></h2>
To add an alternative email address, go to company settings &gt; <a href="/settings/email-sync">Email sync</a> &gt; Smart Bcc. 
Under Smart Bcc emails are accepted from, enter the desired email address and click ”Add.“
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/bcc%20why%201.jpg" alt=""></figure>
Afterward, you’ll see the alternative email listed under your main address. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/alt%20email%201.jpg" alt=""></figure>
Until the address is validated, the status will show not confirmed. 
<div class="support-note success primary">Note: You can always remove an address you’ve added, before or after it‘s validated, by clicking ”remove“ on the right. </div>
<hr>
<h2 style="text-align: justify">Validating the alternative email address<a name="validating-the-alternative-email-address"></a></h2>
When you add an alternative email address, you’re sent a confirmation email automatically. 
This email contains: 
<ul><li>A link to confirm your new email address</li><li>A manual link to copy into your browser if the first link doesn’t work</li><li>A reminder of the email address you’re adding </li></ul>
Click ”Confirm your new email address,” or paste the manual link into your browser, to confirm your new alternative email address. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/alt%20email%202.jpg" alt=""></figure>
After confirmation, you’ll be redirected to your Smart Bcc settings, where you can see the new email under your main address, with the status confirmed.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/alt%20email%203.jpg" alt=""></figure>
When you send emails from that alternative email address, with the Smart Bcc link added, they’ll be synced to Pipedrive.
<div class="support-note success primary">Note: Using the Smart Bcc link with an email address that is not associated with a Pipedrive user account or added as an alternative email address will return an email informing the sender of an error. </div>

How do I add an alternative email address for Smart Bcc?

adding-an-alternative-email-address

Adding an alternative email address

validating-the-alternative-email-address

Validating the alternative email address

Unlike other functions of Pipedrive, the visibility of emails is controlled by users, not by admin users. Each user’s inbox is always private – as personal emails can be synced into Pipedrive – meaning that each user is responsible for the contents of their Mail tab, and that information cannot be adjusted by any other user in the account. The default setting for Pipedrive – found under Settings &gt; <a href="https://app.pipedrive.com/settings/email-sync" target="_blank" rel="noreferrer noopener">Email sync</a> – is that all emails linked to an item are shared on that item page. This makes each linked email visible to any user that has the ability to see that deal or contact. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-04-06%20at%2011.23.53%20AM.png" alt=""></figure>
<div class="support-note success primary">Note: If this default email sharing setting is adjusted, it will only affect future emails arriving in the Pipedrive user account. If you wish to share email conversations that are linked to a deal or contact, this can be done using the global setting or on a case-by-case basis. </div>
The email visibility of any emails currently in the Pipedrive account can be adjusted by that email's owner from within the Mail tab of their Pipedrive user account, both before and after it is sent. 
When drafting an email, there is a dropdown menu that allows you to choose whether your email is shared within your company before it is sent: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-04-06%20at%2010.56.13%20AM.png" alt=""></figure>
 And when emails appear in the Inbox of a user’s Mail tab, they will be marked with a blue Shared icon if that option has already been selected. Pressing that blue Shared icon allows you to toggle between Shared and Private email visibility for that specific email. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Annotation%20on%202022-04-06%20at%2011-33-30.png" alt=""></figure>
An email marked as Shared will appear in the detail view of its associated item and will be visible to any user who has permission to see that item. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-04-06%20at%2011.29.27%20AM.png" alt=""></figure>
For more information about email integrations functions and what they do, click out <a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener">this article</a>.

How can I view or adjust email visibility?

If you are receiving an error that does not allow you to add your email address as an alternative email address in your Pipedrive user account, it is because the email address you are attempting to add is already in use within Pipedrive. For further information, we suggest <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">contacting Pipedrive support</a> with any questions or concerns.

Why can't I add an alternative email address to my Pipedrive account?

<div style="text-align: justify" class="support-note success primary">Note: The email sync feature is one of the many useful features of Pipedrive’s Advanced and higher plans. </div>
This incorrect behavior has likely occurred because the sent email is connected to an email thread where the original email in the thread was sent to a different recipient. In this case, this last email sent in that email thread would be connected to the person and deal associated with the first email in that thread, according to Pipedrive's threading behavior: emails with a matching subject line and two or more matching participants – including the email sender – will be threaded together and thus can only be linked to one deal.
This overlapped threading may also occur when an email is forwarded from the Sent folder to a different person than the original email recipient – which some do as a means of sending a templated email to many people at once.
To avoid this, we suggest utilizing the <a href="https://support.pipedrive.com/en/article/email-templates" target="_blank" rel="noreferrer noopener">email templates</a> feature found in the Advanced, Professional, and Enterprise plans of Pipedrive. Learn more about email threading in Pipedrive in <a href="https://support.pipedrive.com/en/article/how-are-emails-threaded-in-pipedrive" target="_blank" rel="noreferrer noopener">this article</a>.

Why are emails sent to deal-specific Bcc addresses showing up under the wrong deal?

<div class="support-note success primary">Note: You can use Pipedrive’s email sync tool to move emails directly from your email account to your Pipedrive account, without needing a Bcc link. For more information about that feature, check out <a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener">this article.</a> </div>
If you’re not receiving your Bcc’d emails in Pipedrive, those emails might be coming from an address your Pipedrive company account doesn’t recognize. 
For an email to be synced with Pipedrive using <a href="https://support.pipedrive.com/article/smart-email-bcc" target="_blank" rel="noreferrer noopener">Smart Bcc</a>, it must be sent from either: 
<ul><li>Your Pipedrive login email</li><li>An <a href="https://support.pipedrive.com/article/how-do-i-add-an-alternative-email-address-for-smart-email-bcc" target="_blank" rel="noreferrer noopener">alternative email address</a></li></ul>
Adding an alternative email address for Smart Bcc 
<div class="support-note success primary">Note: If you’re having trouble adding an alternative address for Bcc, check out <a href="https://support.pipedrive.com/article/why-can-t-i-add-an-alternative-email-address-to-my-pipedrive-account" target="_blank" rel="noreferrer noopener">this guide. </a></div>
To add an alternative email address, go to company settings &gt; Email sync &gt; <a href="https://app.pipedrive.com/settings/email-sync?tab=smartbcc" target="_blank" rel="noreferrer noopener">Smart Bcc</a> and add your email under Smart Bcc emails are accepted from.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/bcc%20why%201.jpg" alt=""></figure>
You’ll be sent a verification email, and the link in that email needs to be clicked in order to verify that you own and operate that email address. 
After that, the email can be used for Smart Bcc. 
<div class="support-note success primary">Note: If your alternative address shows a status of “not confirmed,” the link in the confirmation email hasn’t been clicked, and the address can’t be used for Bcc purposes. </div>

Why are my Bcc'd emails not arriving in Pipedrive?

<div class="support-note primary">
Note: This feature is available on an Essential plan, but email filtering functions are most effective when paired with the email sync feature which is available on Advanced and higher plans.</div>
Pipedrive email filters are really useful for keeping better track of your emails. You’ll find the Filter button when you open up the Mail tab of your Pipedrive account. 
<figure><img src="https://kb-cms.pipedriveassets.com/email_filter.png" alt="email_filter.png" width="602" height="185"></figure>
 Whether you're using <a href="https://support.pipedrive.com/en/article/smart-email-bcc" target="_blank" rel="noreferrer noopener">Smart Bcc</a>, or you're using the <a href="https://support.pipedrive.com/en/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a> of the Advanced plan, you can now filter your emails by up to six parameters, making finding the emails you need in a sea of contacts that much easier. Currently, you can filter your emails by any combination* of:
<ul>
<li>Unread</li>
<li>Linked with a deal</li>
<li>Linked with an open deal</li>
<li>Not linked with a deal</li>
<li>Shared</li>
<li>Not shared</li>
<li>To: me</li>
<li>From an existing contact</li>
<li>Only with attachments 
</li>
</ul>
*Except where the combinations would cancel each other out, e.g., "Shared" and "Not shared"

Knowledge Base

Smart Bcc

Got any questions?