In Pipedrive, an item refers to any deal, lead, contact person, organization, activity, project, product or user.
Linking email threads to items ensures your data stays clean, organized, and easily accessible. By associating emails with the right entities, you gain a complete view of your sales communication history, making it easier to track and manage interactions, and close deals more effectively.
If you’re using Pipedrive’s <a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a> or <a href="https://support.pipedrive.com/article/smart-email-bcc" target="_blank" rel="noreferrer noopener">Smart Blind Carbon Copy (Bcc)</a> features, email threads will automatically link to items in Pipedrive associated with the email address. However, you can also link emails manually for more control over associations between items.
<hr>
<h2 style="text-align: justify">How can I link email threads to items?<a name="how-can-i-link-email-threads-to-items"></a></h2>
<div class="support-note success primary">Note: The <a href="https://support.pipedrive.com/en/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a> feature is only available on Advanced and higher plans. The <a href="https://support.pipedrive.com/en/article/smart-email-bcc" target="_blank" rel="noreferrer noopener">Smart Bcc</a> feature is available in all plans.</div>
<a href="https://support.pipedrive.com/article/how-are-emails-threaded-in-pipedrive" target="_blank" rel="noreferrer noopener">Email threads</a> are Pipedrive’s way of showing you the full email conversation you have had with specific participants.
If you have email sync enabled, when an email is composed by replying to or forwarding a previous message, it’ll always be threaded together with the original email.
<div class="support-note success primary">Note: Once emails have been <a href="https://support.pipedrive.com/article/how-are-emails-threaded-in-pipedrive" target="_blank" rel="noreferrer noopener">threaded</a> together, they can only be linked to one deal, lead, or project. You can, however, duplicate the email by forwarding it to your smart Bcc address and then linking the duplicated email to that other deal.</div>
There are two ways to link emails to deals, leads, and projects: automatically or manually.
<h3>Automatic linking<a name="automatic-linking"></a></h3>
To set up automatic linking in your Pipedrive account:
<ol><li>Navigate to Personal preferences &gt; Email sync &gt; General settings.</li><li>Toggle the option Link emails to Pipedrive items.</li></ol>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-11-18%20at%2013.48.10.png" alt=""></figure>
Once enabled, Pipedrive will automatically find and link email threads to leads, deals, or projects related to the contact person the email was sent to or received from.
If the contact person is linked to an organization, the email will also be linked to the organization.
<a href="https://support.pipedrive.com/en/article/why-are-my-emails-not-automatically-linked-to-my-deals">In some scenarios</a>, 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>
<h3 style="text-align: justify">Manual linking<a name="manual-linking"></a></h3>
You can manually link email threads to deals, leads or projects in the following ways:
From the Sales Inbox:
Open the email thread and click “Link to existing” on the right-hand side of the screen.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Markup%20on%202024-11-18%20at%2015%3A49%3A40.png" alt=""></figure>
<div class="support-note success primary">Note: Some of the functionalities described below are gradually being rolled out and should be available to all customers by the end of 2024.</div>
From the Sales Inbox list view:
Hover over the email subject, click “Link item” and type the name of the item you want to link.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-11-18%20at%2015.58.32.png" alt=""></figure>
From the item <a href="https://support.pipedrive.com/article/detail-view" target="_blank" rel="noreferrer noopener">detail view</a>:
Open a deal, organization, person, lead or project. Scroll to the email thread section, click “Link item” and search for the desired item.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-11-18%20at%2016.04.51.png" alt=""></figure>
<div class="support-note success primary">Note: Email thread owners and admin users can link or unlink emails from items to improve data hygiene across accounts.</div>
If your emails aren’t automatically linking to items, refer to <a href="https://support.pipedrive.com/article/why-are-my-emails-not-automatically-linked-to-my-deals" target="_blank" rel="noreferrer noopener">this article</a>.
<hr>
<h2>FAQ<a name="faq"></a></h2>
<h3 style="text-align: justify">Can I link or unlink individual emails within a thread?<a name="can-i-link-or-unlink-individual-emails-within-a-thread"></a></h3>
No, individual emails within a thread can’t be linked or unlinked separately. Linking and unlinking applies to the entire thread.
<h3 style="text-align: justify">Can I separate threaded emails into individual messages?<a name="can-i-separate-threaded-emails-into-individual-messages"></a></h3>
No, emails that are already threaded can’t be unthreaded into individual messages.
However, you can duplicate an email by forwarding it to your Smart Bcc address.
<h3 style="text-align: justify">Can I link a single email thread to multiple deals?<a name="can-i-link-a-single-email-thread-to-multiple-deals"></a></h3>
By default, an email thread can only be linked to one deal, person, or organization at a time.
To link the same email thread to multiple deals, you can duplicate the email by forwarding it to your Smart Bcc address and then link the duplicated email to the other deal.
<h3 style="text-align: justify">How can I link email threads to persons and organizations?<a name="how-can-i-link-email-threads-to-persons-and-organizations"></a></h3>
Email threads link to a person if the recipient exists as a contact in Pipedrive and to an organization if the contact person is associated with one.
Verify that the recipient is correctly associated with the relevant contact person and organization in Pipedrive to ensure email threads are properly linked to people and organizations.
This ensures that emails are automatically linked to both the person and the organization seamlessly.

How to link email threads to Pipedrive items

how-can-i-link-email-threads-to-items

automatic-linking

Automatic linking

manual-linking

Manual linking

How can I link email threads to items?

can-i-link-or-unlink-individual-emails-within-a-thread

Can I link or unlink individual emails within a thread?

can-i-separate-threaded-emails-into-individual-messages

Can I separate threaded emails into individual messages?

can-i-link-a-single-email-thread-to-multiple-deals

Can I link a single email thread to multiple deals?

how-can-i-link-email-threads-to-persons-and-organizations

How can I link email threads to persons and organizations?

Learn how to find your IMAP and SMTP information in Pipedrive. Read our step-by-step guide on find my email in simple way.

<div class="support-note success primary">Note: The email sync feature is only available on Advanced and higher plans. Learn how to switch plans <a href="https://support.pipedrive.com/hc/en/articles/115005977469" target="_blank" rel="noreferrer noopener">here</a>.</div>
To enable the <a href="https://support.pipedrive.com/article/email-sync">email sync</a> in Pipedrive, you may need to provide IMAP and SMTP information.
We already support native sync with Gmail and Exchange, so this custom connection should be used only if the native way doesn’t work. 
<hr>
<h2 style="text-align: justify">Finding your IMAP and SMTP data<a name="finding-your-imap-and-smtp-data"></a></h2>
<div class="support-note success primary">Note: Please ensure you have IMAP enabled in your email account.</div>
If you don’t know that information, we’ve provided the typical host addresses and port numbers for the most common email providers below. 
<figure></figure>
<table><tbody><tr><td><div style="text-align: center">iCloud</div>
 
IMAP host: imap.mail.me.com IMAP port: 993 SMTP host: smtp.mail.me.com SMTP port: 587</td><td><div style="text-align: center">AOL</div>
 
IMAP host: imap.aol.com IMAP port: 993 SMTP host: smtp.aol.com SMTP port: 587 or 465</td></tr><tr><td><div style="text-align: center">Yahoo!</div>
 IMAP host: imap.mail.yahoo.com IMAP port: 993 SMTP host: smtp.mail.yahoo.com SMTP port: 587 or 465</td><td><div style="text-align: center">Verizon</div>
 IMAP host: imap.verizon.net IMAP port: 995 SMTP host: smtp.verizon.net SMTP port: 465</td></tr><tr><td><div style="text-align: center">AT&amp;T</div>
 IMAP host: imap.mail.att.net IMAP port: 993 SMTP host: smtp.mail.att.net SMTP port: 587 or 465</td><td><div style="text-align: center">OVH</div>
 IMAP host: ssl0.ovh.net IMAP port: 993 SMTP host: ssl0.ovh.net SMTP port: 465</td></tr><tr><td><div style="text-align: center">IONOS</div>
 IMAP host: imap.ionos.com IMAP port: 993 SMTP host: smtp.ionos.com SMTP port: 465</td><td><div style="text-align: center">Rzone.de (Strato)</div>
 IMAP host: imap.strato.de IMAP port: 993 SMTP host: smtp.strato.de SMTP port: 465</td></tr><tr><td><div style="text-align: center">Email Servr</div>
 IMAP host: secure.emailsrvr.com IMAP port: 993 SMTP host: secure.emailsrvr.com SMTP port: 465</td><td><div style="text-align: center">GoDaddy</div>
 IMAP host: imap.secureserver.net IMAP port: 993 SMTP host: smtpout.secureserver.net SMTP port: 465</td></tr></tbody></table>
You can find here a list of custom providers and links to their support pages, where you can find more information about their ports and connection details: 
<ul><li><a href="https://www.123-reg.co.uk/support/email/how-do-i-set-up-an-email-client-with-123-mail/#:~:text=For%20the%20Incoming%20server%2C%20enter,set%20the%20port%20to%20465." target="_blank" rel="noreferrer noopener">123-reg</a></li><li><a href="https://www.apptix.com/support/" target="_blank" rel="noreferrer noopener">Apptix</a></li><li><a href="https://docs.aws.amazon.com/workmail/latest/userguide/using_IMAP.html" target="_blank" rel="noreferrer noopener">AWS / Amazon WorkMail</a></li><li><a href="https://www.hostgator.com/help/article/email-connection-settings" target="_blank" rel="noreferrer noopener">HostGator</a></li><li><a href="https://support.apple.com/en-us/HT202304" target="_blank" rel="noreferrer noopener">iCloud</a></li><li><a href="https://www.ionos.com/help/email/general-topics/settings-for-your-email-programs-imap-pop3/" target="_blank" rel="noreferrer noopener">ionos</a></li><li><a href="https://king.host/wiki/artigo/como-configurar-seu-e-mail-no-pipedrive/" target="_blank" rel="noreferrer noopener">KingHost</a></li><li>Locaweb – <a href="https://ajuda.locaweb.com.br/wiki/configuracao-de-outlook-e-mail-locaweb/" target="_blank" rel="noreferrer noopener">Outlook </a>– <a href="https://ajuda.locaweb.com.br/wiki/configurando-exchange-basic-e-standard-office-365/" target="_blank" rel="noreferrer noopener">Exchange and Office 365 </a>– <a href="https://ajuda.locaweb.com.br/wiki/configuracao-de-outlook-basic-e-standard-exchange-2016/" target="_blank" rel="noreferrer noopener">Outlook Basic and Standard Exchange 2016</a></li><li><a href="https://community.mimecast.com/s/article/Configuring-Outbound-SMTP-Authentication-for-On-Premise-Devices-and-Application-Servers-973367435" target="_blank" rel="noreferrer noopener">Mimecast</a></li><li>Proofpoint – <a href="https://help.proofpoint.com/Proofpoint_Essentials/Email_Security/Administrator_Topics/000_gettingstarted/020_connectiondetails" target="_blank" rel="noreferrer noopener">Connection details </a>– <a href="https://help.proofpoint.com/Proofpoint_Essentials/Email_Security/Administrator_Topics/000_gettingstarted/SMTP_Authentication" target="_blank" rel="noreferrer noopener">SMTP authentication</a></li><li><a href="https://docs.rackspace.com/support/how-to/rackspace-email-and-hosted-exchange-settings/" target="_blank" rel="noreferrer noopener">Rackspace</a></li><li><a href="https://support.shaw.ca/t5/internet-articles/about-pop-and-imap-email-server-settings/ta-p/6731" target="_blank" rel="noreferrer noopener">Shaw.ca</a></li><li><a href="https://www.telstra.com.au/support/category/email/set-up/imap-pop-and-smtp-information-for-manual-email-set-up" target="_blank" rel="noreferrer noopener">Telstra</a></li><li><a href="https://www.transip.eu/knowledgebase/entry/309-the-email-settings-at-transip/" target="_blank" rel="noreferrer noopener">TransIP</a></li><li><a href="https://www.webgo.de/hilfe/content/74/287/de/e_mail_verbindungsdaten-webhosting.html" target="_blank" rel="noreferrer noopener">WebGo</a></li><li><a href="https://clients.whc.ca/en/knowledgebase/105/How-to-Configure-an-IMAP-Account.html" target="_blank" rel="noreferrer noopener">WHC / Web Hosting Canada</a></li><li><a href="https://help.yahoo.com/kb/SLN4075.html" target="_blank" rel="noreferrer noopener">Yahoo</a></li><li><a href="https://yandex.com/support/mail/mail-clients.html" target="_blank" rel="noreferrer noopener">Yandex</a></li><li>All-inkl.com – <a href="https://all-inkl.com/wichtig/anleitungen/programme/e-mail/outlook/outlook-fuer-android_545.html?suche=SMTP&amp;textsuche=ja" target="_blank" rel="noreferrer noopener">Outlook für Android </a>– <a href="https://all-inkl.com/wichtig/anleitungen/programme/e-mail/thunderbird/imap-ordner-abonnieren_409.html?suche=IMAP&amp;textsuche=ja" target="_blank" rel="noreferrer noopener">Thunderbird: IMAP-Ordner abonnieren</a> </li><li><a href="https://dl.icewarp.com/online_help/1181.htm" target="_blank" rel="noreferrer noopener">IceWarp</a></li><li><a href="https://www.zoho.com/mail/help/imap-access.html" target="_blank" rel="noreferrer noopener">Zoho</a></li><li><a href="https://getmailspring.com/setup/access-rzone-de-via-imap-smtp" target="_blank" rel="noreferrer noopener">Rzone.de (Strato)</a></li><li><a href="https://www.antagonist.nl/help/nl/email/client/overview" title="http://antagonist.nl" target="_blank" rel="noreferrer noopener">Antagonist.nl</a></li><li><a href="https://mxroute.com/docs/what-are-my-smtp-imap-pop-details/" target="_blank" rel="noreferrer noopener">MXroute</a></li><li><a href="https://docs.ovh.com/gb/en/emails/mail-configuration-windows-10/" target="_blank" rel="noreferrer noopener">OVHCloud</a></li><li><a href="https://www.thexyz.com/account/knowledgebase/1/Email-Server-Settings.html" target="_blank" rel="noreferrer noopener">TheXYZ</a> </li></ul>
If your provider is not listed here – or if you use an email provider specific to your company – we suggest contacting your system administrator for the IMAP and SMTP information required to sync your email to Pipedrive. 
<div class="support-note warning">Note: Email sync is not compatible with Amazon WorkMail using the Exchange protocol.</div>
If you connect an Exchange account, you can check for updated IMAP and SMTP settings by going to Settings &gt; View all Settings &gt; Sync email &gt; POP and IMAP.
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot_2021-02-12_at_14.07.05.png" alt="Screenshot_2021-02-12_at_14.07.05.png" width="976" height="836"></figure>
<div class="support-note warning">Note: Currently POP3 server is not supported for the Pipedrive email sync, the email sync feature only supports IMAP or Exchange credentials for establishing the sync. The IMAP server using port 143 is not supported as it’s not encrypted.</div><hr><h2 style="text-align: justify">Adding Pipedrive IP addresses to allowlist<a name="adding-pipedrive-ip-addresses-to-allowlist"></a></h2>
Your company’s IT team may enforce restrictions permitting only specific IP addresses to connect to your email via IMAP or transmit data from your Exchange account.
In such cases, the following IP addresses utilized by Pipedrive must be allowed by your IT team.
<ul><li>3.129.102.134</li><li>18.116.197.151</li><li>34.250.16.92</li><li>34.253.253.44</li><li>18.184.136.190</li><li>18.199.63.30</li><li>13.40.232.162</li><li>18.135.20.159</li><li>35.164.116.124</li><li>44.233.144.126</li><li>44.236.179.7</li><li>44.228.233.78</li><li>3.224.218.157</li><li>52.86.22.175</li></ul>
<hr>
<h2>Setting up your email sync<a name="setting-up-your-email-sync"></a></h2>
Follow the steps to enter your email provided in the <a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener">email sync article</a>.
If your business email provider can’t connect natively, you’ll see a pop-up asking for the IMAP and SMPT information.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023%2003%2030%20at%203%2012%2015.png" alt=""></figure>
Once you enter the information requested, click the green button to sign in. <hr><h2 style="text-align: justify">App passwords<a name="app-passwords"></a></h2>
Some email providers require users to generate an app-specific password for login. Follow your provider’s instructions to generate one and use it to sign in.
For detailed guidance, refer to your provider’s documentation. Below you can find instructions from commonly used providers:<ul><li><a href="https://support.apple.com/en-us/HT204397" target="_blank" rel="noreferrer noopener">iCloud</a></li><li><a href="https://help.yahoo.com/kb/SLN15241.html" target="_blank" rel="noreferrer noopener">Yahoo</a></li><li><a href="https://help.zoho.com/portal/en/kb/bigin/channels/email/articles/generate-an-app-specific-password" target="_blank" rel="noreferrer noopener">Zoho</a></li><li><a href="https://help.aol.com/articles/Create-and-manage-app-password" target="_blank" rel="noreferrer noopener">AOL</a></li><li><a href="https://support.google.com/mail/answer/185833?hl=en" target="_blank" rel="noreferrer noopener">Gmail</a></li><li><a href="https://www.fastmail.help/hc/en-us/articles/360058752854-App-passwords" target="_blank" rel="noreferrer noopener">Fastmail</a><a href="https://www.fastmail.help/hc/en-us/articles/360058752854-App-passwords" target="_blank" rel="noreferrer noopener"></a></li></ul>

How can I find my IMAP and SMTP information to sync my email?

finding-your-imap-and-smtp-data

Finding your IMAP and SMTP data

adding-pipedrive-ip-addresses-to-allowlist

Adding Pipedrive IP addresses to allowlist

setting-up-your-email-sync

Setting up your email sync

app-passwords

App passwords

<div style="text-align: justify" class="support-note success primary">Note: The email sync feature is one of the many useful features on Pipedrive’s Advanced and higher plans. Attend our webinar <a href="https://app.livestorm.co/pipedrive/email-sync-webinar" target="_blank" rel="noreferrer noopener">How Email Sync works in Pipedrive</a> for a live demonstration and Q&amp;A.</div>
Pipedrive features two methods of managing email conversations with your customers: email sync and <a href="https://support.pipedrive.com/en/article/smart-email-bcc" target="_blank" rel="noreferrer noopener">Smart Bcc</a>.<a href="https://support.pipedrive.com/hc/en/articles/360000015825-Smart-Email-BCC" target="_blank" rel="noreferrer noopener"> </a>
<figure><img class="vidyard-player-embed" src="https://play.vidyard.com/A7sNpGN83ZeNpj6u3W7WB8.jpg" alt=""></figure>
Whichever method you use, Pipedrive calculates which contacts, leads and deals your email conversations belong to based on the email address of the recipient.
This means you can see all your email conversations from the detail view of both the person and the linked deal.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Annotation%20on%202023-03-10%20at%2009-50-39.png" width="835" height="498" alt=""></figure>
 You also have a dedicated Pipedrive inbox, where you can see all of your emails, control the linking and sharing of those emails, and compose new ones by clicking the green pencil icon. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%2011.15.49%20AM.png" alt=""></figure>
<div style="text-align: justify" class="support-note success primary">Note: If you use a keyboard for right-to-left languages – like Persian, Urdu, Hebrew and Arabic – Pipedrive will recognize this and format your typed content appropriately. Learn more in <a href="https://support.pipedrive.com/en/article/does-pipedrive-support-right-to-left-language-input" target="_blank" rel="noreferrer noopener">this article</a>.</div>
You can customize your newly composed emails to fit your needs, including text formatting, inline images and smart fields that can pull information from your Pipedrive deals and contacts.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%2010.05.45%20AM.png" width="646" height="519" alt=""></figure>
<div style="text-align: justify" class="support-note success primary">Note: The file size limit per email will depend on your provider. i.e., The limit in <a href="https://support.google.com/mail/answer/6584#zippy=%2Cattachment-size-limit" target="_blank" rel="noreferrer noopener">Gmail</a> is 25MB, while the limit in <a href="https://support.microsoft.com/en-us/office/send-large-files-with-outlook-8c698842-b462-4a4c-8d53-5c5dd04f77ef#:~:text=For%20Internet%20email%20account.,size%20limit%20is%2010%20MB." target="_blank" rel="noreferrer noopener">Outlook</a> is 20MB.</div>
 For further customization, learn more about the <a href="https://support.pipedrive.com/en/article/email-templates" target="_blank" rel="noreferrer noopener">email templates</a> and <a href="https://support.pipedrive.com/en/article/email-signature" target="_blank" rel="noreferrer noopener">email signature</a> functions within the email sync feature. 
<hr>
<h2 style="text-align: justify">Setting up your email sync<a name="setting-up-your-email-sync"></a></h2>
<div style="text-align: justify" class="support-note success primary">Note: If you’re just getting started with Pipedrive, check out our “Get started with the basics” <a href="https://www.pipedrive.com/en/academy/courses/get-started-with-the-basics?ref=kb_article" target="_blank" rel="noreferrer noopener">Pipedrive Academy course</a>.</div>
This feature syncs your email inbox to your Pipedrive account, allowing you to access your emails without leaving Pipedrive.
 To enable the email sync feature, go to Personal preferences &gt; <a href="https://app.pipedrive.com/settings/email-sync">Email sync</a> and click the “Add new account” button.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%208.44.29%20AM.png" alt=""></figure>
Provide the login information for the email account you wish to sync to Pipedrive and you can start sending emails. 
<div class="support-note primary">
Note: If you change the login information for the email account you have synced to Pipedrive, you’ll need to re-authenticate those new email credentials in Pipedrive in order to continue using the email sync without interruption.</div>
 The email sync feature is compatible with all major email providers, including:
<ul>
<li>Gmail and Google Apps</li>
<li>Yahoo! Mail</li><li>Office365/Microsoft365</li>
<li>Microsoft Exchange (ActiveSync)</li>
<li>Outlook.com (a.k.a. Hotmail)</li>
<li>iCloud (a.k.a. MobileMe or DotMac)</li>
<li>AOL Mail</li>
<li>FastMail</li>
<li>GandiMail</li>
<li>GMX</li>
<li>Mail.ru</li>
<li>Yandex.Mail</li>
<li>GoDaddy Mail</li>
<li>Hover.com</li>
<li>Namecheap</li>
<li>Bluehost</li>
<li>Soverin</li>
<li>Zimbra</li>
<li>123-reg</li>
<li>126</li>
<li>QQ Mail</li>
<li>Aliyun (Alibaba Group)</li>
<li>Netease 163 (China)</li>
<li>Yeah.net</li>
<li>139.com (China)</li>
<li>Any custom account syncing through generic IMAP via an SSL connection</li>
</ul>
All incoming and outgoing mail is synced to your Pipedrive account and is associated with the corresponding contacts and deals.
You can adjust the settings of your email functions by going to Personal preferences &gt; <a href="https://app.pipedrive.com/settings/email-sync">Email sync.</a> This article explains how to set up the email sync feature. 
<div class="support-note warning">Note: Although it’s possible, we don’t encourage nor recommend syncing the same email address in multiple Pipedrive users, as this may cause expected errors like duplicated emails in detail views.</div>
<hr>
<h2 style="text-align: justify">Email labels<a name="email-labels"></a></h2>
When establishing a sync to your native email provider, you can choose whether to sync over all emails in your inbox or only the emails that exist in specific folders or labels.
If you would like to sync all incoming emails, select “All emails will be synced with Pipedrive.”
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%208.52.48%20AM.png" width="546" height="477" alt=""></figure>
 To choose which folders or labels you want synced to your Pipedrive account, choose “Sync emails with specific labels” and select the labels you want to sync.
<hr>
<h2>Archiving and tracking<a name="archiving-and-tracking"></a></h2>
 You can choose whether to have emails archived or deleted in your synced email account when they’re archived or deleted in Pipedrive. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%208.57.16%20AM%20copy.png" width="700" height="336" alt=""></figure>
You can also access Pipedrive’s email tracking functions, which allow users to see when the recipient has opened your sent email or any of its included links.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%208.57.16%20AM.png" width="713" height="342" alt=""></figure>
 Learn more about our email tracking feature in <a href="https://support.pipedrive.com/article/email-tracking" target="_blank" rel="noreferrer noopener">this article</a>. 
<hr>
<h2>Email links<a name="email-links"></a></h2>
You can also choose which email application you would like to use to compose new email messages.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%209.03.52%20AM.png" width="754" height="190" alt=""></figure>
<ul><li> “Open email links in Pipedrive” will take you to the Mail tab of your Pipedrive account to compose an email after clicking email address links in Pipedrive </li></ul>
<ul><li> “Use the default email app on my computer to open email links” will open your default email client (like Gmail) to send an email after clicking address links </li></ul>
<hr>
<h2>Blocked addresses<a name="blocked-addresses"></a></h2>
<div style="text-align: justify" class="support-note success primary">Note: Emails from blocked addresses will only be screened if the blocked address is the only sender. If a non-blocked email address is CC’d or included as a recipient, the email will not be screened even if a blocked address is included. </div>
 If the email address you’ve synced receives emails you don’t want in Pipedrive, you can register a specific email address (example@domain.com) or a broad domain (@domain.com) as emails that should be ignored in Pipedrive.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%209.06.59%20AM.png" width="776" height="366" alt=""></figure>
 Any address or domain that is ignored won’t appear in the Mail tab of your Pipedrive account.
<hr>
<h2>Alternative email address for Smart Bcc<a name="alternative-email-address-for-smart-bcc"></a></h2>
By default in Pipedrive, only the email address used to log in to Pipedrive will be authorized to use the <a href="https://support.pipedrive.com/article/smart-email-bcc" target="_blank" rel="noreferrer noopener">Smart Bcc</a> address associated with your account. However, if you send your emails from an email other than the one used to log in to Pipedrive, you can add that email address as an alternative email address.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Markup%202023-03-10%20at%2009.10.31.png" width="711" height="609" alt=""></figure>
 Adding an email to the accepted from list sends a confirmation email to the added email address, which will need to be validated before that address can be used. 
<hr>
<h2>Email sharing<a name="email-sharing"></a></h2>
<div style="text-align: justify" class="support-note success primary">Note: Altering this function won't overwrite the current email sharing settings of your existing emails and will only apply to emails received after the setting has been updated.</div>
This setting configures the default sharing of all future emails in Pipedrive. 
<ul>

<li>
Keep all my email conversations private – Emails won't be visible to any other users in the account – even admin users – under any circumstances.</li><li>Share all my linked email conversations with others in my company – Other users in your Pipedrive account can see emails associated with any contacts or deals they can access.</li>
</ul>
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%209.27.12%20AM.png" width="714" height="116" alt=""></figure>
<div class="support-note primary">
Note: To share specific emails with other users in your company Pipedrive account, adjust the visibility settings for individual emails.</div>


<hr>
<h2>Automatic linking feature<a name="automatic-linking-feature"></a></h2>
Pipedrive will automatically associate emails with the appropriate person contact by recognizing the email address associated with that received email.
Selecting Automatically will also allow Pipedrive to associate that email with an open deal linked to the email’s recipient if an open deal exists in your Pipedrive account.
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-10%20at%209.29.01%20AM.png" width="444" height="142" alt=""></figure>
 If you have a lot of open deals with the same email recipient in Pipedrive, it may be more efficient to choose Manually to prevent any confusion. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Annotation%20on%202023-03-10%20at%2009-32-40.png" alt=""></figure>
It is also possible for you to link projects or leads from your <a href="https://support.pipedrive.com/en/article/leads-inbox">Leads Inbox</a> to your emails using Pipedrive's email sync. Learn more about emailing your leads in <a href="https://support.pipedrive.com/en/article/emails-in-leads-beta">this article</a>. 
<div class="support-note 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>
If you’re having issues with your email sync connection, follow our <a href="https://support.pipedrive.com/en/article/troubleshooting-email-sync-feature" target="_blank" rel="noreferrer noopener">email sync troubleshooting guide</a> for some tips on how to troubleshoot the most common issues.

Email sync

email-labels

Email labels

archiving-and-tracking

Archiving and tracking

email-links

Email links

blocked-addresses

Blocked addresses

alternative-email-address-for-smart-bcc

Alternative email address for Smart Bcc

email-sharing

Email sharing

automatic-linking-feature

Automatic linking feature

<div class="support-note success primary">Note: The group emailing feature is only available on Advanced and higher plans. </div>
In business communications, it can be prudent to send the same email to multiple recipients. With the group emailing feature in Pipedrive, you can do exactly that. 
<figure><img class="vidyard-player-embed" src="https://play.vidyard.com/JhLPKf7SJioBb79Bp94MYw.jpg" alt=""></figure>
To use the group emailing feature, you need the following: 
<ul><li><a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener">Email sync</a> enabled with a valid email account </li><li>If you’re a regular user, you need an admin user to enable “Bulk edit items” under <a href="https://support.pipedrive.com/article/global-user-management" target="_blank" rel="noreferrer noopener">global permission settings</a></li></ul>
<div class="support-note success primary">Note: If you’re just getting started with Pipedrive, you can check out our automate manual work and save time <a href="https://www.pipedrive.com/en/academy/courses/automate-manual-work-and-save-time?ref=kb_article" target="_blank" rel="noreferrer noopener">Pipedrive Academy course</a>.</div>
<hr>
<h2 style="text-align: justify">How to send group emails<a name="how-to-send-group-emails"></a></h2>
<div class="support-note success primary">Note: Learn more about the list view in <a href="https://support.pipedrive.com/article/list-view" target="_blank" rel="noreferrer noopener">this article</a>. </div>
The group emailing function is available in the following places in Pipedrive:
<ul>
<li>The list view of the leads tab</li><li>The list view of the deals tab</li>
<li>The list view of the people tab</li>
<li>The list view of the activities tab</li>
<li>The contacts timeline view of the contacts tab</li></ul>
Once multiple contacts are selected in any of the places listed above, you can click the “Send group email” button to send a specific email to all selected or linked contacts at once. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/group%20email%201.jpg" alt=""></figure>
<div style="text-align: justify" class="support-note success primary">Note: You can select up to one hundred contacts when group emailing. If you need to email more recipients, repeat the process as often as necessary.</div>
 You’ll need to provide relevant details about the email being sent to that group of contacts.
<ul>
<li>
Recipients – The contacts chosen before clicking the “Send group email” button will appear in this column. In this area, you can also search for and add additional contacts.</li>
<li>
Email template – You can select a template to send a previously-constructed email. Learn more about email templates in <a href="https://support.pipedrive.com/article/email-templates" target="_blank" rel="noreferrer noopener">this article</a>.</li>
<li>
Visibility – Emails can be set to appear as visible to other Pipedrive users based on visibility permissions, or set as private. Learn more about visibility in <a href="https://support.pipedrive.com/article/visibility-groups" target="_blank" rel="noreferrer noopener">this article</a>.</li>
</ul>
Once you have provided those details, click the “Send Message” button to send those emails. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/group%20email%207.jpg" alt=""></figure>
<div class="support-note success primary"> Note: There will be a 30-second delay when sending group emails or emails scheduled at the same time, to prevent them from being blocked by your provider. </div>
<hr>
<h2>Viewing your sent emails<a name="viewing-your-sent-emails"></a></h2>
<div class="support-note success primary">Note: The status of the email can be “Queued,” “Sending,” or “Sent.” </div>
You can go to the Outbox section of the email tab to view your pending emails, or the Sent section to see your sent emails.
In the outbox section of the email tab, you’ll be shown the recipient(s), email subject, visibility and status of that specific email.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/group%20email%202.jpg" alt=""></figure>
Once an email has been sent, it won’t be available in the outbox section of the email tab. 
Instead, those emails will be viewable in the sent section.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/group%20email%203.jpg" alt=""></figure>
<hr>
<h2 style="text-align: justify">How to use filters when sending group emails<a name="how-to-use-filters-when-sending-group-emails"></a></h2>
<div class="support-note success primary">Note: Sending multiple group email batches in succession can slow down web app functions, as well as email sending. If you experience delays, allow the app time to process the existing email requests. </div>
To filter out the contacts you’ve already emailed, go to the people list view, click the dropdown menu in the top right corner, and select “Add new filter.”
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/group%20email%204.jpg" alt=""></figure>
Once there, you have a couple of options for filters. 
You can use the last email received filter to remove any contacts that have received emails from you within a specified time frame: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/group%20email%206.jpg" alt=""></figure>
<div class="support-note success primary">Note: In the example, the date is filtered for today, but this can be adjusted as needed. </div>
You can also use the email messages count filter. 
For example, if you have a brand new list of contacts to email, you can set the filter to email messages count &gt; is &gt; zero. 
This will show only contacts who have never had an email sent to them. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/group%20email%205.jpg" alt=""></figure>
With either filter, as soon as a contact is sent an email, they will be removed from the filtered list.
<div class="support-note success primary">Note: Filtered lists do not always respond immediately to changes in data, such as emails being sent. If you do not see your contact list changing in accordance with the filter conditions, please refresh your web page and allow for time to process. If this persists, please <a href="https://support.pipedrive.com/article/how-do-i-clear-my-browser-s-cache-and-cookies" target="_blank" rel="noreferrer noopener">clear your browser cache</a> and <a href="https://support.pipedrive.com/en/contact-us" target="_blank" rel="noreferrer noopener">contact our support team</a>.</div>

Group emailing

how-to-send-group-emails

How to send group emails

viewing-your-sent-emails

Viewing your sent emails

how-to-use-filters-when-sending-group-emails

How to use filters when sending group emails

To delete or archive an email, select the email thread in your Pipedrive inbox and click on the “Delete” or “Archive” button that appears at the top of the screen.
You can also delete or archive your emails in bulk by checking the boxes next to the threads you want to update directly in the inbox.<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-04-03%20at%2017.37.png" alt=""></figure>

<hr>
<h2 style="text-align: justify">Deleted emails in Pipedrive <a name="deleted-emails-in-pipedrive"></a></h2>
Once an email is deleted, it will no longer be visible in the detail view of any of its linked deals or contacts. This is because the information shown on detail views is drawn from emails that currently exist in your Pipedrive account. 
To automatically delete emails from your email client when deleting from Pipedrive, you can toggle on the option after going to Personal preferences &gt; <a href="/settings/email-sync">Email sync</a> &gt; General settings.<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/toggle%20delete.png" alt=""></figure>
When you delete emails from your external email, the client will delete emails in Pipedrive as well. Deleting emails from Pipedrive will move emails to the trash folder in your external email client.
<div class="support-note success primary">Note: If you want to keep your emails linked to contacts and deals but have them not visible in your inbox, we recommend archiving the email to hide the thread while still keeping the information available.</div>
<hr>
<h2 style="text-align: justify">Archived emails in Pipedrive <a name="archived-emails-in-pipedrive"></a></h2>
An archived email will remain on the detail views of any linked deals or contacts. Archiving emails is a good option if you don’t want to see the email thread in your inbox but still want it to remain in Pipedrive. 
If you want to automatically archive emails in your email client when archiving in Pipedrive, you can toggle on the option after going to Personal preferences &gt; <a href="https://craft-kb.pipedrive.tools/settings/email-sync">Email sync</a> &gt; General settings.<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/toggle%20archive.png" alt=""></figure><div class="support-note success primary">Note: Archiving emails in your external email client won’t automatically archive these emails in Pipedrive. </div>

We recommend following our <a href="https://support.pipedrive.com/en/article/troubleshooting-email-sync-feature" target="_blank" rel="noreferrer noopener">email sync troubleshooting guide</a> if you’re having issues syncing archived or deleted emails.

Archiving and deleting emails

deleted-emails-in-pipedrive

Deleted emails in Pipedrive

archived-emails-in-pipedrive

Archived emails in Pipedrive

Much like your own email inbox, the Mail tab in Pipedrive is a feature that provides privacy to its users. Each user's Pipedrive inbox is unique, containing the information that they choose to sync or forward over – either through the <a href="https://support.pipedrive.com/en/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a> or the <a href="https://support.pipedrive.com/en/article/smart-email-bcc" target="_blank" rel="noreferrer noopener">Smart Bcc</a>. Your Pipedrive inbox will remain private and separate from other users in the company Pipedrive account, no matter what visibility or permissions you or the other users in your Pipedrive account may have. 
However, this doesn't mean that you will not be able to share email content with your team. If you are working with other users on the same deal or with the same contact, Pipedrive will allow you to share those relevant emails so everyone involved can stay up to date with the latest progress in your sale.
<hr>
<h2>Sharing your emails <a name="sharing-your-emails"></a></h2>
Another user in your Pipedrive account will only be able to see an email from your inbox if three conditions are met:
<ul>
<li>The email thread you wish to share is set to "Shared"</li>
<li>The email thread is linked to a deal or contact</li>
<li>The other user has <a href="https://support.pipedrive.com/en/article/visibility-groups" target="_blank" rel="noreferrer noopener">visibility access</a> to the linked items</li>
</ul>
 Once the three conditions are met, other users will be able to see these shared emails on the detail view of the linked deal or contact. 
<div class="support-note success primary">Note: While you can see emails that are shared with you, you can only reply to or forward emails if you‘re included in the thread.</div>
 How do I share my emails? 
You can share your emails individually by going to your inbox and marking each one as shared on the right-hand side. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-10-23_at_4.00.05_PM.png" alt="Screen_Shot_2019-10-23_at_4.00.05_PM.png" width="401" height="275"></figure>
You can also share your emails in bulk by checking the boxes next to the email threads you want to share in your inbox and clicking on the "Share" button. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-10-30_at_12.42.33_PM.png" alt="Screen_Shot_2019-10-30_at_12.42.33_PM.png" width="500" height="214"></figure>
 If you want all of your emails set to Shared or Private by default moving forward, you can do so by updating the Default email sharing section under Personal preferences &gt; <a href="/settings/email-sync">Email sync</a>. Any emails that are shared or made private individually will override this default setting. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-10-23_at_3.38.12_PM.png" alt="Screen_Shot_2019-10-23_at_3.38.12_PM.png" width="601" height="157"></figure>
<hr>
<h2>Viewing shared emails <a name="viewing-shared-emails"></a></h2>
Once the email has been shared, other users will be able to see the shared email on the Detail view of the linked deal or contact. Note: The detail view of linked items is the only place to see any shared emails from other users. 
<h2>
 </h2>
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-10-23_at_5.06.25_PM.png" alt="Screen_Shot_2019-10-23_at_5.06.25_PM.png" width="599" height="363"></figure>
 Can I make an email private again?
If you want to make a shared email private, you can easily do so from the mail tab or the detail pages of any linked items. Once an email is marked as private, any users who once had visibility to it will no longer be able to see it. 
 Deleting and archiving shared emails 
A deleted email will no longer be in your Pipedrive account, so it will no longer show up on the detail pages of the linked deals or contacts.
If you archive a shared email, it will be removed from your inbox, but still retain all of the relevant information. This means that whoever has visibility to the shared email will still be able to see it on the detail pages of any linked items.

Email privacy and sharing emails in Pipedrive

sharing-your-emails

Sharing your emails

viewing-shared-emails

Viewing shared emails

You may receive a notice that the email sync needs to be re-authenticated in order to continue composing and receiving emails within your Pipedrive account. This occurs when the login credentials for your synced email account are changed, which breaks the secure connection between your email account and Pipedrive.
<figure><img src="https://kb-cms.pipedriveassets.com/email_page_authenticate.png" alt="email_page_authenticate.png"></figure>
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-09-27_at_4.45.52_PM.png" alt="Screen_Shot_2019-09-27_at_4.45.52_PM.png" width="700" height="79"></figure>
 To re-authenticate your email sync, go to Personal preferences &gt; <a href="/settings/personal/email-sync">Email sync</a> and click the "Stop syncing" button. When reconnecting, click on "Add new account" rather than Reconnect. This will require you to re-enter your email account credentials and, therefore, re-authenticate your email connection. <figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-20_at_4.25.25_PM.png" alt="Screen_Shot_2019-05-20_at_4.25.25_PM.png" width="404" height="51"></figure>

How can I re-authenticate my email sync in Pipedrive?

<div class="support-note primary"><div 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>Email threads are Pipedrive's way of showing you the full email conversation you have had with specific participants. If you have <a href="https://support.pipedrive.com/hc/en/articles/360000030169-Email-Sync" target="_blank" rel="noreferrer noopener">email sync</a> enabled, when an email is composed by replying to or forwarding a previous message, it will always be threaded together with the original email.</div>

<figure style="margin-left:auto;margin-right:auto;text-align:center;max-width:554px;"><img src="https://kb-cms.pipedriveassets.com/Annotation%20on%202022-05-17%20at%2012-03-07.png" width="554" height="639" alt=""></figure>

And once emails have been threaded together, they can only be linked to one deal and contact person.<div class="support-note success primary">Note: To ensure this works smoothly and as intended, we highly recommend you send emails from within the Pipedrive app using email sync.</div>
<hr>
<h3>Things to keep in mind</h3>
1. Pipedrive identifies email threads using the following internet message headers: 
<ul><li>Message-Id – the message being sent </li><li>In-Reply-To – the message being replied to </li><li>References – the thread where the message originated. </li></ul>
When synced emails match these rules, they’ll be threaded together on our side.
2. Pipedrive has its own threading rules, so threads may appear differently between Pipedrive and your email provider.
3. Emails in Pipedrive can’t be unthreaded.
<div class="support-note success primary">Note: Internet message headers are pieces of code that authenticate a message using essential details. </div>

How are emails threaded in Pipedrive?

<div class="support-note primary">
Note: The email sync feature is available on Advanced plans and up. For more information about syncing multiple email accounts, check out <a href="https://support.pipedrive.com/article/syncing-multiple-email-accounts" target="_blank" rel="noreferrer noopener">this article.</a></div>
If you have an email address synced, you can use the ”+ email account“ button to add an additional email address. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/multi%20email%20sync%201.2.jpg" alt=""></figure>
You can also use the <a href="https://support.pipedrive.com/hc/en/articles/360000015825-Smart-Email-BCC" target="_blank" rel="noreferrer noopener">Smart Bcc</a> feature to add alternative email addresses, found in Tools and apps &gt; <a href="https://app.pipedrive.com/settings/email-sync" target="_blank" rel="noreferrer noopener">Email sync</a>.

Can I sync multiple email addresses to one user?

At times, you may be asked questions regarding your email account, your email client, or your email provider.
Given the similarities between these three concepts, we thought it best to provide some context for what those items mean in relation to Pipedrive.
<ul>
<li>An email account is your specific address – <a href="https://email.com" target="_blank" rel="noreferrer noopener">example@email.com</a> – that you access using your login credentials in your email client. 
</li>
<li>An email client is the application – Apple mail, Android Mail app, Thunderbird – you use to access your emails. In some scenarios, this can be the same as your email provider, but that is not guaranteed. An email client may have specific rules or behaviors regarding the deletion, archiving, or threading of your emails. 
</li>
<li>An email provider is the service – Gmail, Outlook, Yahoo – that provides the technical efforts behind the sending and receiving of your emails. The email provider often has specific rules or behaviors regarding the deletion, archiving, or threading of email, and those rules or behaviors typically take precedence over any other rules that your email client may have.</li></ul>
Many customers may use a specific email provider but use a different email client to access that email provider. A good example is if a user uses the Apple mail app on their iPhone to access emails in their Gmail account.
In this case, the Apple mail app is the client and Gmail would be the provider. If that user uses the Gmail app to access their Gmail account, they would be using Gmail as both a provider and the client.

Email provider vs. email client

<div class="support-note success primary">Note: The email sync feature is one of the many useful features of Pipedrive’s Advanced and higher plans. Learn how to switch plans in <a href="https://support.pipedrive.com/hc/en/articles/115005977469" target="_blank" rel="noreferrer noopener">this article</a>.</div>
This is usually a result of copy-pasting from an external source. When you copy-paste into Pipedrive’s mail client, it will keep the formatting of the outside source in which you originally composed it, such as a word processor or other email client.
To get around this, you can use <a href="https://support.pipedrive.com/hc/en/articles/115004479825-Email-Templates" target="_blank" rel="noreferrer noopener">email template feature</a> to compose templates for emails you send regularly.
Alternatively, when you do need to copy-paste something, make sure to paste any text without formatting (CTRL-SHIFT-V on Windows, CMD-SHIFT-V on Mac).

Why are my emails appearing with different formatting when I send them?

Learn how to update your sender name and improve your communication

<div class="support-note success primary">Note: The email sync feature is available on Pipedrive’s Advanced and higher plans.</div>
Your email sender name is the name the recipient of your email will see in their inbox. If you use Pipedrive's <a href="https://support.pipedrive.com/en/article/email-sync">email sync feature</a>, you can change your email sender name from your account. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-28%20at%2017.31.37%20copy.png" alt=""></figure>
To change your email sender name in Pipedrive, go to your Email sync settings page by clicking Personal Preferences &gt; <a href="https://thisisthecompanydomain.pipedrive.com/settings/email-sync">Email sync</a>, or click on the gear symbol from your draft email. You can then change your email sender's name.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-28%20at%2018.57.39.png" alt=""></figure>
Once you have added your email sender name, click "Save" and your recipients will see that name on the emails you send them.
<div class="support-note success primary">Note: This feature is not available on Microsoft services as Microsoft servers don’t allow editing the sender name. You can use this feature on Gmail and any other IMAP service, as long as the server allows it. </div>

Changing your email sender name

Learn how to schedule emails that need to be sent at a later time in Pipedrive.

<div class="support-note success primary">Note: This feature is available on Pipedrive’s Advanced and higher plans. </div>
Schedule emails for later is a feature that allows you to write an individual or group email at any time and schedule it to be sent any day and time in the future. 
<hr>
<h2><a name="scheduling-emails"></a>Scheduling emails </h2>
To schedule an email to be sent later, go to your Mail tab &gt; Compose, or select a draft email. Once you are finished composing your email, click on the arrow next to the "Send" button and then "Send later" to schedule your email. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202021-07-22%20at%2011.18.20%20AM.png" alt="schedule emails for later"></figure>
You will have the option to select from some set times or pick a custom date and time. The time will be set to your own time zone. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202021-07-22%20at%2011.25.17%20AM.png" alt="schedule email prompt"></figure>
After selecting a date and time, you will see the scheduled emails once you go to your outbox folder. Here, you can click on each email to bring up its details and delete or cancel it. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202021-07-22%20at%2011.36.03%20AM.png" alt="email outbox"></figure>
 
<hr>
<h2><a name="canceling-and-deleting-emails"></a>Canceling and deleting emails</h2>
Before a scheduled email is sent, you will have the option to cancel the email if you change your mind. You can click on the More ("...") button and choose "Cancel and move to drafts" or "Cancel and delete". 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202021-07-22%20at%2012.02.57%20PM.png" alt="cancel and delete schedule emails"></figure>
<div class="support-note success primary">Note: There is no way to directly edit your emails if they are already scheduled. If you want to make changes to your email, you can choose to cancel and move to drafts and reschedule that email. </div>
<hr>
<h2><a name="scheduling-emails-from-the-detail-view"></a>Scheduling emails from the detail view </h2>
Emails can be scheduled from the detail view of your contacts and deals. Once an email has been scheduled, it will appear under the Planned section. You can cancel the email directly from this view by clicking on "..." &gt; Cancel the scheduled email. 
<figure><img src="https://kb-cms.pipedriveassets.com/Detail%20view%20%E2%80%94%20planned.png" alt="schedule email detail view"></figure>

<hr>
<h2><a name="scheduling-group-emails"></a>Scheduling group emails</h2>
You can also schedule your emails for later while using the <a href="https://support.pipedrive.com/en/article/group-emailing">group emailing</a> feature. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202021-07-22%20at%2011.51.51%20AM.png" alt="group email to be sent later"></figure>
When sending group emails or emails scheduled for the same time, there will be a 30-second delay between sending each email to prevent you from being blocked by your provider. You will be able to send up to 100 emails in each group email.

Schedule emails to be sent later

scheduling-emails

Scheduling emails

canceling-and-deleting-emails

Canceling and deleting emails

scheduling-emails-from-the-detail-view

Scheduling emails from the detail view

scheduling-group-emails

Scheduling group emails

Our <a href="https://support.pipedrive.com/article/email-tracking" target="_blank" rel="noreferrer noopener">email tracking</a> feature lets companies know how often customers are opening their emails. The feature works by adding tracking pixels to emails with tracking enabled, which registers when recipients open emails.
However, it’s important to remember that your customers may have email providers that prevent the tracking of email opens and link clicks. In 2021, both Apple Mail and Gmail implemented new mail privacy policies to protect their consumers. 
In these cases, Pipedrive can‘t provide any tracking information for those emails and the <a href="https://support.pipedrive.com/article/insights-reports-emails-performance" target="_blank" rel="noreferrer noopener">emails performance reports</a> won’t reflect this data.
<hr>
<h2 style="text-align: justify">How can I accurately measure email tracking?<a name="how-can-i-accurately-measure-email-tracking"></a></h2>
<div class="support-note success primary">Note: You can learn more about Campaigns reporting in <a href="https://support.pipedrive.com/article/campaigns-reporting" target="_blank" rel="noreferrer noopener">this article</a>.</div>
Pixel-based email tracking is only accurate if your customers’ email providers allow it, so while email tracking is helpful, there‘s no way to know if customers are opening your emails in the first place.
Here are a few tips to make sure you’re getting the best data possible:
<ul><li>Link tracking is not affected by policies or caching, making it one of the most reliable engagement metrics</li><li>Focus on reliable and actionable data like deliverability, bounces, unsubscribes and spam reports.</li><li>Spam reports and unsubscribe requests can help you identify content irrelevant to your customers or diagnose weaknesses in your campaigns. Also, bounces can indicate outdated contact details or other issues with your email lists.</li></ul>
These metrics provide information about your email performance and what resonates with your customers, while also helping you protect your <a href="https://support.pipedrive.com/article/campaigns-dmarc-and-email-deliverability" target="_blank" rel="noreferrer noopener">sender reputation</a>. 
<hr>
<h2>Apple Mail Privacy Protection <a name="apple-mail-privacy-protection"></a></h2>
<div style="text-align: justify" class="support-note success primary">Note: You can learn more about Apple’s Mail Privacy Protection (MPP) on <a href="https://www.apple.com/newsroom/2021/06/apple-advances-its-privacy-leadership-with-ios-15-ipados-15-macos-monterey-and-watchos-8/" target="_blank" rel="noreferrer noopener">this page</a>.</div>
Apple's Mail Privacy Protection (MPP) is a set of features that allows users of the Apple Mail app or desktop email app to hide information about when, where and how they open emails.
The following operating systems have implemented this privacy protection:
<ul><li><a href="https://www.apple.com/ios/ios-15/features/">iOS 15</a></li><li>iPadOS 15</li><li>macOS Monterey</li><li>watchOS 8</li></ul>
Any users running these operating systems, or operating systems released since then, won’t be trackable using pixel images if Apple Mail app with MPP is turned on. 
<div style="text-align: justify" class="support-note success primary">Note: Apple MPP applies across Apple’s suite of devices, including the iPhone, iPad, Mac and Apple Watch. </div>
Learn more about <a href="https://www.pipedrive.com/en/products/email-marketing-software/email-tracking-software">email tracking software</a>
<hr>
<h2>Gmail image caching<a name="gmail-image-caching"></a></h2>
<div style="text-align: justify" class="support-note success primary">Note: Google image caching only applies to recipients who access Gmail through their browser or a Gmail mobile app, like what you’d find on your Android or iPhone device. </div>
For security reasons, instead of loading images from an external host server each time someone opens an email, Gmail stores these images locally on its own proxy servers.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/gmail%20tracking%202.jpg" alt=""></figure>
Email images download automatically in all Gmail accounts, but users <a href="https://support.google.com/mail/answer/145919" target="_blank" rel="noreferrer noopener">can configure this manually</a>. If your recipients disable the option to download images automatically, the tracking pixel won’t download automatically and the open tracking won’t count towards your reports. 
<div style="text-align: justify" class="support-note success primary">Note: Recipients who access their Gmail through a desktop client (such as Outlook, Thunderbird, etc.) will download images as usual and report accordingly.</div>
<hr>
<h2>How does this affect my Insights reports?<a name="how-does-this-affect-my-insights-reports"></a></h2>
The fields that are affected are listed below.
<a href="https://support.pipedrive.com/article/insights-reports-emails-performance" target="_blank" rel="noreferrer noopener">Email performance report</a>:
<ul><li>Segment by: open tracking</li><li>Table view: opened time (tracking)</li><li>Summary: opened, not opened</li><li>Filters: open tracking, opened time (tracking)</li></ul>
<a href="https://support.pipedrive.com/article/campaigns-reporting" target="_blank" rel="noreferrer noopener">Campaigns performance report</a>: 
<ul><li>Open tracking (opened, not opened)</li><li>Total opens</li><li>Unique opens</li><li>Email open time</li><li>Email open date</li><li>Recipient country</li><li>Open rate</li><li>Geo-location</li></ul>

Email tracking reports with Gmail and Apple

how-can-i-accurately-measure-email-tracking

How can I accurately measure email tracking?

apple-mail-privacy-protection

Apple Mail Privacy Protection

gmail-image-caching

Gmail image caching

how-does-this-affect-my-insights-reports

How does this affect my Insights reports?

With the new <a href="https://support.pipedrive.com/article/projects-by-pipedrive" target="_blank" rel="noreferrer noopener">Projects feature</a>, you can plan and execute your decisions better than ever before. This includes being able to send and receive emails from your <a href="https://app.pipedrive.com/projects" target="_blank" rel="noreferrer noopener">project page</a>, as well as link existing emails to your projects. 
<hr>
<h2 style="text-align: justify">Sending emails from Projects</h2>
If you have <a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a> active on your account, you will be able to send emails directly from your projects in the same way you would from your deals or contacts.
To begin, select one of your projects, then navigate to the Emails tab: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/ezgif-3-6bb2099c8d.gif" alt=""></figure>
From there, you can populate the recipient, subject and body of the email just as you would from a deal or contact. You will also have the option to send the email immediately or schedule it for later: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;max-width:610px;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-05-18%20at%2010.51.20%20AM.png" width="610" height="513" alt=""></figure>
And once you have sent your email, it will appear under the Email tab, as well as any other emails within that conversation thread: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;max-width:602px;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-05-18%20at%2010.55.36%20AM.png" width="602" height="277" alt=""></figure>
You can also link emails to your projects by finding an email in your inbox, then selecting the option on the right-side panel to link it: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/ezgif-3-ab2be2d940.gif" alt=""></figure>
<hr>
<h2 style="text-align: justify">Project-specific Bcc </h2>
Another way you can send emails and have them linked to your project is the <a href="https://support.pipedrive.com/article/smart-email-bcc" target="_blank" rel="noreferrer noopener">Smart Bcc</a> feature. Just like deals, each project has a Smart Bcc link specific to them, so you can add this link to the Bcc field of an email you’re sending and link it to your project: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;max-width:226px;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-05-18%20at%2010.51.20%20AM_2022-05-18-151551.png" width="226" height="458" 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 project.</div>

How can I send emails with Projects?

Which email providers gives you the best experience with email sync.

Pipedrive's <a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a> feature is compatible with most email providers. Still, some are more intuitive than others: Gmail, Office365 and Microsoft Exchange. 

We don’t recommend using email providers that require IMAP and SMTP credentials for a few reasons:
<ul><li dir="ltr">IMAP connections tend to be less modern and therefore less secure. For example, they require you to enter your password directly into Pipedrive, which is inadvisable.</li><li dir="ltr">IMAP connections are more prone to technical difficulties due to multiple available versions and configurations.</li></ul>
<div dir="ltr" class="support-note success primary">Note: You can see all of the available email providers you can use for email sync in <a href="https://support.pipedrive.com/en/article/email-sync#setting-up-your-email-sync">this list</a>.</div>

Which provider is best for email sync?

<div class="support-note success primary">Note: Email labels can be created, edited and deleted by regular and admin users. They’re private and can’t be shared or seen by other users. </div>
Conducting business can mean receiving many emails, so keeping them organized is vital to productivity. With email labels, you can filter and identify emails based on what they have in common, making it easier to find and sort them. 
<hr>
<h2 style="text-align: justify">How to assign and create email labels<a name="how-to-assign-and-create-email-labels"></a></h2>
You can create a new email label by clicking the label dropdown in the top right corner of your Pipedrive inbox and selecting “Add new label”.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/EM%202%20resize.png" alt=""></figure>
You can apply that label to an email by opening the desired email, clicking the email icon next to the subject line, and selecting your label. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/EM%203%20resize.png" alt=""></figure>
<div class="support-note success primary">Note: Multiple labels can be added to an email, but only three can be displayed simultaneously. If an email has more than three labels, the label dropdown must be opened to see all of them.</div>
You can also apply labels to multiple emails at once. Simply select the emails from the inbox view and click “Manage labels”. Then, select the labels you want to apply.<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-06-21%20at%2016.57.28.png" alt=""></figure>
<hr>
<h2 style="text-align: justify">Editing and deleting email labels<a name="editing-and-deleting-email-labels"></a></h2>
You can edit a label by hovering over it in the label dropdown and clicking the pencil icon. You can also change the label’s name and color and delete it by clicking the trash can icon.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Capture%20on%202023-04-19%20at%2003-58-49.gif" alt=""></figure>
<hr>
<h2 style="text-align: justify">Viewing and filtering email labels<a name="viewing-and-filtering-email-labels"></a></h2>
When viewing your synced emails in your Pipedrive inbox, your email labels are to the left of the subject lines. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/EM%201%20resize.png" alt=""></figure>
To filter your inbox by labels, you can select one or more email labels from the label dropdown in the top right corner of your inbox. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Capture%20on%202023-04-19%20at%2004-11-27.gif" alt=""></figure>
<div class="support-note success primary">Note: Labels created in Pipedrive and those created in your external email client are not connected, so those created in one won’t appear in the other. </div>

how-to-assign-and-create-email-labels

How to assign and create email labels

editing-and-deleting-email-labels

Editing and deleting email labels

viewing-and-filtering-email-labels

Viewing and filtering email labels

Learn how you can sync more than one email address to your Pipedrive inbox at the same time.

<div style="text-align: justify" class="support-note success primary">Note: The <a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a> feature is only available on Advanced and higher plans.</div>
Email sync is an incredible tool for communicating and managing customers’ conversations. Multiple email accounts can be synced simultaneously, making it even easier to keep your email organized. 
<hr>
<h2 style="text-align: justify">Adding a second email account<a name="adding-a-second-email-account"></a></h2>
<div class="support-note success primary">Note: For general information about email sync, as well as how to set up your initial sync, check out <a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener">this article.</a></div>
Syncing a second email account follows the same process as syncing the first. 
Start by going to your <a href="https://app.pipedrive.com/settings/email-sync?tab=accounts" target="_blank" rel="noreferrer noopener">email sync</a> settings and clicking ”+ email account.“
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/multi%20email%20sync%201.2.jpg" alt=""></figure>
Add your email address, confirm your login information, and you’ll see the new email address ready to sync.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/multi%20email%20sync%206.jpg" alt=""></figure>
To complete the sync, choose your sharing settings, preferred labels and past sync, then click ”start syncing.“
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/multi%20email%20sync%208.jpg" alt=""></figure>
You’ll see the second synced email address alongside the first when the connection is complete.
<hr>
<h2 style="text-align: justify">How it looks<a name="how-it-looks"></a></h2>
<div class="support-note success primary">Note: Your sender address is determined by the default address selected in your email sync settings, but you can choose a different synced email address from the available drop–down. </div>
After syncing multiple email addresses, you’ll see all of them in your Sales Inbox. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/multi%20email%20sync%209.jpg" alt=""></figure>
You can view the combined synced emails from all of your email accounts or select a specific address to view emails from. 
<hr>
<h2 style="text-align: justify">Default email account<a name="default-email-account"></a></h2>
The default email account you choose is used to perform automated email functions. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/multi%20email%20sync%207.jpg" alt=""></figure>
This means that while you can have multiple email addresses synced simultaneously, only one can be designated for automated emailing at a time.
Having no default email account
<div class="support-note success primary">Note: You can still choose your preferred sender email from the drop–down options, even if you have a default email account assigned. </div>
You can choose not to designate a default email address, in which case you‘ll choose a sender email from the dropdown in your composition window before sending.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/multi%20email%2010.jpg" alt=""></figure>
<div class="support-note success primary">Note: Sending emails using automations requires a default email address. If you switch your default account, your email automations will be executed with that address.</div>
<hr>
<h2 style="text-align: justify">How many addresses can I sync?<a name="how-many-addresses-can-i-sync"></a></h2>
<div class="support-note success primary">Note: Account settings admins can see all company users’ active email account sync usage details in the <a href="https://support.pipedrive.com/article/usage-limits-in-pipedrive" target="_blank" rel="noreferrer noopener">usage section</a>. </div>
The number of email addresses you can sync at the same time depends on your Pipedrive subscription. 
<table><tbody><tr><td><div style="text-align: justify">Pipedrive plan</div></td><td><div style="text-align: justify">Number of accounts you can sync</div></td></tr><tr><td><div style="text-align: justify">Advanced</div></td><td><div style="text-align: justify">One</div></td></tr><tr><td><div style="text-align: justify">Professional</div></td><td><div style="text-align: justify">Two</div></td></tr><tr><td><div style="text-align: justify">Power</div></td><td><div style="text-align: justify">Three</div></td></tr><tr><td><div style="text-align: justify">Enterprise</div></td><td><div style="text-align: justify">Five</div></td></tr></tbody></table>

Syncing multiple email accounts

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Adding a second email account

how-it-looks

How it looks

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Default email account

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How many addresses can I sync?

<div class="support-note success primary">Note: The AI email creation feature is only available on Professional and higher plans. </div>
Email communication is a critical component of the sales process. However, creating and personalizing effective email content can be time-consuming.
The AI email creation feature facilitates the generation of quality emails, follow-ups, and proposals that engage recipients.
This feature not only enhances engagement with recipients but also saves time, allowing you to focus on closing deals and growing your business. 
<hr>
<h2 style="text-align: justify">How can I enable AI email creation?<a name="how-can-i-enable-ai-email-creation"></a></h2>
<div class="support-note success primary">Note: This action is only available to users with account settings. </div>
To enable this feature for your company, go to Personal preferences &gt; Email sync &gt; <a href="https://app.pipedrive.com/settings/email-sync?tab=email-ai" target="_blank" rel="noreferrer noopener">Email AI</a>. Then, enable the <code>Email content generation</code> option.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/email%20creation%20enable.png" alt=""></figure>
<hr>
<h2>Where can I find the AI email creation feature? <a name="where-can-i-find-the-ai-email-creation-feature"></a></h2>
Once enabled, the email creation feature will be visible in any email composer, whether it’s the detail view or the Sales Inbox.
Open an email composer from either the detail view or the Sales Inbox and click on “Write my email”.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-04-16.png" alt=""></figure>
<div style="text-align: justify" class="support-note warning">Note: AI email generation is not available in <a href="https://support.pipedrive.com/article/group-emailing" target="_blank" rel="noreferrer noopener">group emailing</a>.</div>
<hr>
<h2 style="text-align: justify">How can I generate an email with AI? <a name="how-can-i-generate-an-email-with-ai"></a></h2>
When clicking on “Write my email” you’ll see a prompt with three different fields:
<table><tbody><tr><td><div style="text-align: center">Specify email content</div></td><td>Describe what the email should be about. Use keywords and full phrases.</td></tr><tr><td><div style="text-align: center">Email tone</div></td><td><ul><li>Professional</li><li>Formal</li><li>Friendly</li></ul></td></tr><tr><td><div style="text-align: center">Email length</div></td><td><ul><li>Short</li><li>Standard</li><li>Long</li></ul></td></tr></tbody></table>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-04-24%20at%2014.15%20.png" alt=""></figure>
Click on “Generate email” and wait for a few moments until the content is generated.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-04-24%20at%2014.png" alt=""></figure>
Once it finishes, you’ll see an email content suggestion. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-04-24%20at%2014.43.png" alt=""></figure>
At the bottom of the prompt, you have the option to regenerate an email suggestion or copy into a message.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-04-24%20at%2015.36.png" alt=""></figure>
<div class="support-note success primary">Note: The email content suggestion can’t be edited in the generator prompt, but you can edit it after pasting it into the email composer.</div>

AI email creation

how-can-i-enable-ai-email-creation

How can I enable AI email creation?

where-can-i-find-the-ai-email-creation-feature

Where can I find the AI email creation feature?

how-can-i-generate-an-email-with-ai

How can I generate an email with AI?

<div class="support-note success primary">Note: Email signatures are one of the many useful features of Pipedrive’s Advanced and higher plans.</div>
When you’re reaching out to the contacts of your Pipedrive account, it’s valuable to provide them with the most information about you, your company and how best to contact you for more information.
To handle this efficiently, Pipedrive suggests creating a specific email signature in our email sync feature so that every customer receives the information necessary to help you close the sale. 
Learn more about leaving the right impression with a customizable email signature in <a href="https://www.pipedrive.com/blog/pipedrive-customizable-email-signature" target="_blank" rel="noreferrer noopener">our blog</a>.
<hr>
<h2>Creating your signature<a name="creating-your-signature"></a></h2>
To create your email signature in Pipedrive you have two ways:
<h3>Email sync settings<a name="email-sync-settings"></a></h3>
Go to Personal preferences &gt; <a href="https://app.pipedrive.com/settings/email-sync?tab=accounts" target="_blank" rel="noreferrer noopener">Email Sync</a> &gt; Signatures. Then, click “+ Add signature”.
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You need to add a signature name, as you can add multiple email signatures.
You’ll be prompted with the signature composer. Once you finish configuring your signature, save the changes. 
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<h3>Email composer<a name="email-composer"></a></h3>
<ul>
<li>Go to any “Compose email” prompt in Pipedrive. This can be done from the mail tab or from the “Send email” function of the detail view of a deal or contact. </li>
<li>Click on the “Select signature” button, then “Manage email signatures”</li>
</ul>
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<ul>
<li>You’ll be taken to Personal preferences &gt; <a href="https://app.pipedrive.com/settings/email-sync?tab=accounts" target="_blank" rel="noreferrer noopener">Email Sync</a> &gt; Signatures. Then, click “+ Add signature”.</li>
</ul>
<div class="support-note warning">Note: We recommend creating signatures directly in Pipedrive to avoid errors. If you create a signature externally and copy it into Pipedrive, it might create HTML inconsistencies.</div>
<hr>
<h2>Add multiple email signatures<a name="add-multiple-email-signatures"></a></h2>
You can add up to ten signatures for different purposes. To do so, go to Personal preferences &gt; <a href="https://app.pipedrive.com/settings/email-sync?tab=accounts" target="_blank" rel="noreferrer noopener">Email Sync</a> &gt; Signatures. Then, click “+ Add signature” under the previous signatures that you’ve created. 
You’ll then see a list of all the created signatures. The first signature you create will always be the default one, but you can change it by selecting another signature in the default account signature dropdown.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-05-02%20at%2017.58.07.png" alt=""></figure>
To edit a signature, hover over the given signature and click “Edit”.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-05-02%20at%2018.00.53.png" alt=""></figure>
To delete a signature, click on it and then the “Delete” button. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/delete%20signature.png" alt=""></figure>
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<h2>Using your signature<a name="using-your-signature"></a></h2>
When your signature has been successfully configured, the default signature will automatically appear in every Compose mail prompt in Pipedrive.
Any changes made to the signature will only be applied to that specific email unless those changes are made in the email signature box. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-08%20at%2012.47.57.png" alt=""></figure>
With your new email signature configured, you only need to write out the body of your email and send it to your recipient. Pipedrive will make sure that the recipient sees all of your provided signature information. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-08%20at%2012.50.26.png" alt=""></figure>
To select a different signature than the default in the email composer, click on the signature button and then you will see the list with your previously created signatures.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202024-05-06%20at%2016.47.43.png" alt=""></figure>

Email signature

creating-your-signature

email-sync-settings

Email sync settings

email-composer

Email composer

Creating your signature

add-multiple-email-signatures

Add multiple email signatures

using-your-signature

Using your signature

<div class="support-note success primary">Note: The email sync feature is one of the many useful features of Pipedrive’s Advanced and higher plans. Learn how to switch plans in <a href="https://support.pipedrive.com/hc/en/articles/115005977469" target="_blank" rel="noreferrer noopener">this article</a>.</div>
Email templates are one of the easiest ways to save time as a salesperson by streamlining the process of emailing clients.
Templates are available to <a href="https://support.pipedrive.com/en/article/how-can-i-set-up-the-email-sync" target="_blank" rel="noreferrer noopener">users who have set up the email sync.</a> To add and customize templates, go to the <a href="https://app.pipedrive.com/mail/inbox" target="_blank" rel="noreferrer noopener">Email</a> tab of your Pipedrive account and click Compose &gt; Choose template below the email subject. Email templates can also be sent or edited from the Send email prompt of any detail view in your deals and contacts. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;width:638px;max-width:638px;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-13%20at%202.29.12%20PM.png" width="638" height="397" alt=""></figure>
In addition to Pipedrive’s sample templates, you can create your own by typing an email in the composer and clicking “Choose templates” and “Save draft as a template.”
<figure style="margin-left:auto;margin-right:auto;text-align:center;width:704px;max-width:704px;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-13%20at%202.27.58%20PM.png" width="704" height="511" alt=""></figure>
<div class="support-note warning">Note: We recommend creating templates directly in Pipedrive to avoid errors. If you create a template externally and copy it into Pipedrive, it might create HTML inconsistencies.</div>
Clicking on the "Manage templates" button will allow you to edit any existing templates and adjust the order in which they appear in the template dropdown. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;width:759px;max-width:759px;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-13%20at%202.30.46%20PM.png" width="759" height="413" alt=""></figure>
Your email templates are set for your company Pipedrive account, meaning they can be set as private or shared in your company. In the Manage email templates window, a lock next to the name of a templated email means it has been made private.
<div class="support-note success primary">Note: Add in-line images and attachments to your templates to provide customers or clients with the most relevant and effective information. Click the picture icon to add an image to your template emails, or click the “Attach” button when editing templates to provide file attachments. </div>
Merge fields 
Email templates can use the specific information associated with your deals, contacts and organizations to automatically fill out specific field information when sending your templated emails. Click on the “Insert field” button in the Send email promo, and select the Pipedrive field you wish to insert – like Name or Owner – to insert that value into your email. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;width:736px;max-width:736px;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Capture%20on%202023-03-16%20at%2008-23-01.gif" width="736" height="569" alt=""></figure>
Any <a href="https://support.pipedrive.com/article/custom-fields" target="_blank" rel="noreferrer noopener">custom fields</a> you have created in your company Pipedrive account will also appear as fields that can be inserted into your emails.
For Pipedrive to provide contact person or organization field information, the email must be sent to an existing person or organization in your Pipedrive account.
Similarly, for Pipedrive to provide correct deal field information, the email must be associated with an existing deal before the email is sent.
<div class="support-note success primary">Note: If you're about to send an email you have drafted for some time, click the “Update autofilled values” option in the Insert fields dropdown to update any information that’s changed. </div>

Email templates

<div class="support-note primary">
Note: This feature is only available on Advanced and higher plans. </div>
<figure><img class="vidyard-player-embed" src="https://play.vidyard.com/PPZzzMKA3Gw3mXojTsZgsn.jpg" alt=""></figure>
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<h2 style="text-align: justify">
<a name="what-is-email-tracking"></a>What is email tracking?</h2>
<a href="https://www.pipedrive.com/products/sales/email-and-communications" target="_blank" rel="noreferrer noopener">Email tracking functions</a> are used by companies that want to know when their sent emails or links were opened by their customers. Email tracking allows you to see when any email or link sent from within Pipedrive was opened by a recipient.
This is done by adding a tracking pixel to each email where tracking has been enabled, which will register when an email has been opened by the recipient and if links in that email have been clicked.
<div class="support-note primary">
Note: If a contact you’re emailing has images disabled in their email client – or if the email is set to plain text (instead of HTML) – the tracking pixel won’t work, and email opens will not be tracked. Link tracking will still function as expected. </div>
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<h2 style="text-align: justify">
<a name="how-to-enable-email-tracking"></a> How to enable email tracking</h2>
<div class="support-note success primary">Note: If you haven’t connected an email account, you can learn how to do so <a href="https://support.pipedrive.com/en/article/how-can-i-set-up-the-email-sync" target="_blank" rel="noreferrer noopener">in this article.</a> </div>
To enable email tracking in your Pipedrive account, go to Personal preferences &gt; <a href="/settings/personal/email-sync">Email sync</a>. If you have connected an email account through the email sync feature of the Advanced plan, you will find email tracking options listed there. 
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<ul>
<li>
Open tracking information about when the recipient opens your sent email.</li>
<li>
Link tracking information about when any links embedded in your emails are clicked by the recipient.</li>
<li>
Notifications for tracking activities information about the above tracking data through the notification bell of the Pipedrive app.</li>
</ul>
Learn more about <a href="https://www.pipedrive.com/en/products/sales/customer-tracking-software">customer tracking software</a>
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<h2 style="text-align: justify">
<a name="using-the-email-tracking-feature"></a> Using the email tracking feature</h2>
When these options are enabled, your send mail functions – in the Mail tab and detail views – will have the icons to enable the tracking options.
To enable tracking for the email you’re about to send, click the “Track link opening” or “Track email opening” options in the send email area. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;width:328px;max-width:328px;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-23%20at%208.18.38%20AM.png" width="328" height="146" alt=""></figure>
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<div class="support-note primary">Note: In order to track email opens or clicked links, these options need to be clicked before sending the email. Email tracking will only work on emails sent from Pipedrive.</div>
Once you have sent an email, the tracking settings will be saved and set as default for future emails until changed. Email tracking information is only available per user and cannot be shared with other users.
When you’ve sent an email with these options enabled, you’ll be able to check in on this information within the sent email itself in the Mail tab. The sender can also view the information in the detail view by hovering your mouse over the associated open and link icons. You’ll also receive a notification in the <a href="https://support.pipedrive.com/en/article/sales-assistant" target="_blank" rel="noreferrer noopener">Sales Assistant</a>. 
Once an email has been opened or a link has been clicked, the icon will become opaque and hovering over the icon will provide information about when the email was opened or when the link was clicked. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;width:737px;max-width:737px;"><img src="https://kb-cms.pipedriveassets.com/Markup%202023-03-23%20at%2008.30.45.png" width="737" height="158" alt=""></figure>
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<div class="support-note success primary">Note: Emails with empty bodies will not be tracked, as the tracking pixel is rendered in the email body. </div>
The Sales Assistant will also display a notification informing you that the email has been viewed and if the link was clicked. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;width:375px;max-width:375px;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-03-23%20at%208.35.26%20AM.png" width="375" height="398" alt=""></figure>
Pipedrive won’t be able to provide any tracking information for emails if your customers have settings within their email client that prevent the tracking of email opens and link-clicking. If an email is sent to several recipients – for example, through cc'ing or forwarding – Pipedrive won’t be able to tell you which recipient opened the email but will still inform you that the email was opened at a specific date and time.
This will allow you to track if an email was opened by multiple recipients, but it’s worth noting that it only applies to the original recipients. If the email is subsequently forwarded, this will not be tracked.
<div class="support-note primary">
Note: The tracking pixel can be unintentionally triggered by the opening of a tracked email through the Sent folder of your email client. To avoid triggering a false open alert, stay within Pipedrive for the purposes of sending and opening your tracked emails. Opening up the email from the Sent folder of your email client will also trigger that tracking pixel.</div>
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<h2 style="text-align: justify">
<a name="filtering"></a> Filtering </h2>
You can filter for tracked emails while in the Mail tab of your Pipedrive account. 
To filter for emails with tracking enabled, go to the Mail tab, click the “Filter” button and select the “Tracked emails” option. 
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<h2 style="text-align: justify">
<a name="email-tracking-and-the-gdpr"></a> Email tracking and the GDPR</h2>
If your company is based in the EU – or deals extensively with EU customers – keep in mind that you must meet the requirements of EU laws. The <a href="http://ec.europa.eu/justice/data-protection/reform/files/regulation_oj_en.pdf" target="_blank" rel="noreferrer noopener">EU General Data Protection Regulation (GDPR)</a> protects people’s privacy and places responsibilities on anyone collecting, using, storing, or otherwise processing personal data. European data protection authorities have expressed the <a href="http://ec.europa.eu/justice/article-29/documentation/opinion-recommendation/files/2006/wp118_en.pdf" target="_blank" rel="noreferrer noopener">opinion</a> that email tracking requires that recipients have opted into the collection of tracking data. While not at the same level as the GDPR itself, such opinions are often taken into account when resolving disputes.
Pipedrive recommends that you understand the requirements of the GDPR and consult a professional, if necessary.

Email tracking

what-is-email-tracking

What is email tracking?

how-to-enable-email-tracking

How to enable email tracking

using-the-email-tracking-feature

Using the email tracking feature

filtering

Filtering

email-tracking-and-the-gdpr

Email tracking and the GDPR

When setting up the people contact name merge field in your <a href="https://support.pipedrive.com/en/article/email-templates" target="_blank" rel="noreferrer noopener">email templates</a>, you will have the option to pull in the last name field, first name field, and full name field. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-06-05_at_10.17.58_PM.png" alt="Screen_Shot_2019-06-05_at_10.17.58_PM.png" width="299" height="180"></figure>
 If you have more than just a first and last name for your people contacts, the merge fields system will split up the name field as follows: 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-05-29_at_4.41.30_PM.png" alt="Screen_Shot_2019-05-29_at_4.41.30_PM.png" width="501" height="205"></figure>
 
The last word in the name will always be put into the last name field, and every word prior to the last word will be put into the first name field. If there's only one word in the person contact's name, it will be pulled into the first name field as well as into any full name fields. 
 Contact name: Jenny Smith 
First name: Jenny
Last name: Smith
Full name: Jenny Smith
 Contact name: Jenny Julie Smith
First name: Jenny Julie
Last name: Smith
Full name: Jenny Julie Smith
 Contact name: Jenny
First name: Jenny
Last name: (empty)
Full name: Jenny

How are first and last names separated in email template merge fields?

Sales inbox

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.
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 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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<a name="C3IamCs"></a>
<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. 
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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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<a name="C4IamCs"></a>
<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. 
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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>
<hr>
<a name="C5IamCs"></a>
<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

how-does-it-work

How does it work?

linking-items

Linking items

alternate-email-addresses-for-smart-bcc

Alternate email addresses for Smart Bcc

deal-and-lead-specific-bcc

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"

Email filtering

<div class="support-note success primary">Note: The <a href="https://support.pipedrive.com/en/article/email-sync" target="_blank" rel="noreferrer noopener">email sync</a> feature is only available on Advanced and higher plans. Attend our webinar “<a href="https://app.livestorm.co/pipedrive/email-sync-webinar" target="_blank" rel="noreferrer noopener">How Email Sync works in Pipedrive</a>” for a live demonstration and Q&amp;A from our support team.</div>
Email sync is an incredibly useful feature, and with this guide you can set it up easily. 
<hr>
<h2>
<a name="setting-up-your-email-sync"></a>Setting up your email sync</h2>
<ul>
<li>Go to Personal preferences &gt; <a href="https://app.pipedrive.com/settings/email-sync">Email sync.</a>
</li>
<li>Click the “Add new account” button.</li>
<li>You’ll be directed to a new webpage and prompted to provide the login credentials of the account you want to sync to Pipedrive.</li>
</ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-10-12%20at%2011.39.49.png" alt=""></figure>
Note: Check <a href="https://support.pipedrive.com/article/how-can-i-find-my-imap-and-smtp-information" target="_blank" rel="noreferrer noopener">this article</a> for information about IMAP and SMTP ports. 
<hr>
<h2>
<a name="choosing-your-email-sync-conditions"></a>Choosing your email sync conditions</h2>
Once connected, confirm the following: 
<ul><li>Your <a href="https://support.pipedrive.com/article/email-tracking" target="_blank" rel="noreferrer noopener">email tracking</a> settings</li><li>Labels to sync emails from</li><li>What date to begin syncing from </li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-10-12%20at%2011.30%20copy.png" alt=""></figure>
<hr>
<h2>Syncing past emails <a name="syncing-past-emails"></a></h2>
You can choose to either sync past emails or start with an empty inbox.
SYNC STARTING FROM Set when to start syncing emails over to your Pipedrive inbox. 
<ul>
<li>If you choose Now, you won’t sync historical emails but will sync any emails going forward. </li>
<li>If you choose 1 month, 3 months, 6 months, or 1 year as the starting point for your past sync, you’ll see the option to sync over emails from All people or Pipedrive contacts only.</li>
</ul>
 SYNC PAST EMAILS SENT AND RECEIVED FROM This option will only show up if you select “1 month”, “3 months,” or “6 months” as the starting point under the Sync starting from option. 
<ul>
<li>
Pipedrive contacts only This option will sync over all emails with an email address associated with a Pipedrive contact already in your Pipedrive account. Syncing over emails from “Pipedrive contacts only” is only an option for setting up the initial past sync. For emails going forward and any re-syncs, you will only be able to sync all emails or emails under specific labels. </li>
<li>
All people This option will sync over all emails from your contacts, regardless if they already have a linked Pipedrive contact. </li>
</ul>
Click the “Sync” button to begin the syncing process.
<div class="support-note primary">
Note: Emails will begin syncing into your account immediately but may take some time to finish depending on the expected volume. Past sync won’t restore emails that were synced and then deleted in the past.</div>
<hr>
<h2>General settings<a name="general-settings"></a></h2>
These are email sync settings that are related to the use of the Pipedrive app. They’re personal settings and won’t be applied to the whole company.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202023-10-12%20at%2012.10.30.png" alt=""></figure>

How can I set up the email sync?

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Choosing your email sync conditions

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Syncing past emails

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General settings

<div class="support-note success primary">Note: You can find a detailed guide about choosing which emails to sync in <a href="https://support.pipedrive.com/article/how-can-i-choose-which-emails-i-want-to-sync" target="_blank" rel="noreferrer noopener">this article. </a><a href="https://support.pipedrive.com/article/email-sync" target="_blank" rel="noreferrer noopener"> </a> </div>
If you’re seeing emails synced to your Pipedrive account that aren’t linked to your contacts, they may have been brought in through past sync.
The best method to avoid unwanted emails in your Pipedrive inbox is to use labels from your email provider to filter for the specific emails you want to sync. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/past%20sync%208.jpg" alt=""></figure>
<div class="support-note success primary">Note: You can select ”Sync emails with specific labels...” to specify which emails you want to include in your initial sync and moving forward. This can be changed after the sync, but the initially synced emails will remain in your account unless they’re deleted. </div>
<hr>
<h2 style="text-align: justify">Initial past sync<a name="initial-past-sync"></a></h2>
After you add a new email account for syncing, you’ll see that the past three days of emails will be synced by default. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/past%20sync%201.jpg" alt=""></figure>
After you complete the initial sync, you’ll see a dropdown menu under Syncing past emails where you can select intervals further back in time to sync.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/past%20sync%202.jpg" alt=""></figure>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/pasy%20sync%202.1.jpg" alt=""></figure>
Once you select an interval, you can choose to sync ”Pipedrive contacts only.”
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/past%20sync%203.jpg" alt=""></figure>
<div class="support-note success primary">Note: Intervals for past sync are one month, three months, six months or one year. The option to sync ”Pipedrive contacts only“ isn’t available during initial sync. </div>
<hr>
<h2 style="text-align: justify">What if you’ve synced non-contact emails?<a name="what-if-you-ve-synced-non-contact-emails"></a></h2>
<div class="support-note success primary">Note: Use discretion when deleting emails from your Pipedrive inbox. Deleted emails can’t be restored unless they’re re-synced from your email provider. </div>
If you’ve synced emails not linked to your Pipedrive contacts, there’s a process you can use to remove them. 
First, go to your Sales inbox and filter for ”From an existing contact.”
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/past%20sync%204.2.jpg" alt=""></figure>
Then, use the box in the top left corner to select all of the filtered emails, and click ”archive.” This will set them aside, so they’re not mixed in with the emails that weren’t sent from your contacts. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/past%20sync%205.jpg" alt=""></figure>
Once those emails are archived, return to your inbox, select all of the non-contact linked emails and click the trash can icon to delete them. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/past%20sync%206.2.jpg" alt=""></figure>
Lastly, go to your Archive, select all of the emails you archived there and click ”Unarchive.“
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/past%20sync%207.jpg" alt=""></figure>
With that, your inbox will only consist of emails that you received from email addresses linked to your Pipedrive contacts. 
<div class="support-note success primary">Note: This method of removing non-contact emails is limited to emails received from your contacts, meaning emails sent to contacts won’t apply unless they’re in a shared email thread with the contact’s replies.</div>

Why are non-Pipedrive contact emails syncing to my Pipedrive inbox?

initial-past-sync

Initial past sync

what-if-you-ve-synced-non-contact-emails

What if you’ve synced non-contact emails?

<div align="justify" class="support-note success primary">Note: In addition to synced emails and calendar events, Pipedrive also saves scopes, encrypted credentials and metadata about the mailbox necessary for the sync to work. Synced data is saved in Pipedrive unless you delete it or the account has been deactivated for over 30 days. You can discuss additional specifics with our<a href="https://support.pipedrive.com/contact-us" target="_blank" rel="noreferrer noopener"> support team. </a> </div>
You can connect your <a href="https://support.pipedrive.com/en/article/email-sync" title="https://support.pipedrive.com/en/article/email-sync">email sync</a> and <a href="https://support.pipedrive.com/en/article/calendar-sync" title="https://support.pipedrive.com/en/article/calendar-sync">calendar sync</a> via Exchange using your email address and password.
If you have two-factor authentication enabled on your account, you’ll need to generate an app password. You can follow <a href="https://support.microsoft.com/en-us/help/12409/microsoft-account-app-passwords-two-step-verification" target="_blank" rel="noreferrer noopener">Microsoft’s instructions</a> on this page to learn how to do this. 
<hr>
<h2>Server credentials<a name="server-credentials"></a></h2>
By default, as soon as you enter your email credentials, we perform an <a href="https://goo.gl/Dmravh" target="_blank" rel="noreferrer noopener">autodiscovery</a> to determine what the best server settings are.
If the autodiscovery does not work automatically, you may need to manually input advanced settings to authenticate your account when authenticating through the authentication flow.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/6b3e42dc-f9c1-4001-b782-a5d11898257c.png" alt=""></figure>
<div>

</div>
<div>
If your Exchange username is different than your email address, you should enter it in the Advanced settings options. This can be in the format <code>username@domain.com</code> or <code>DOMAIN\username</code> and is usually the same as your Windows login.
In the Exchange Server, you would need to enter the address of your Exchange server (e.g. mail.yourExchangeServer.com). You can find this in the address bar when logging into the Outlook Web App.<div align="justify" class="support-note success primary">Note: If you're using an Office365 account, authenticate by selecting the Microsoft Office 365 option.</div>
Talk to your Exchange admin
You might need to reach out to your Exchange or IT admin for the correct connection settings. They should be able to provide the proper connection information for this step.
<a href="https://www.loom.com/share/16f9131df5d74fa2b416785e463bb47c" target="_blank" rel="noreferrer noopener">Here's</a> a quick video example showing how your users can log in using advanced Exchange server information.
</div>
<hr>
<h2>Connection issues<a name="connection-issues"></a></h2>
If you're sure the details are correct but your login is still failing, this may be due to connection issues. Please make sure you have not entered a server name that requires VPN access.
<hr>
<h2>Additional help<a name="additional-help"></a></h2>
Sometimes the username and server details are all correct but syncing an account still fails. This is rare and we recommend that you first contact your exchange admin in your company.
If the problem persists, then you can reach out to our <a href="https://support.pipedrive.com/en/contact-us" title="https://support.pipedrive.com/en/contact-us">support</a> team with a detailed description of the issue you are experiencing.

How can I connect my email and calendar sync with Microsoft Exchange?

Setting up email sync

Email

Knowledge Base

Email

Email sync

Sales inbox

Smart Bcc

Setting up email sync

Got any questions?