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Sending, Forwarding & Replying to an Email from the CRM
Sending, Forwarding & Replying to an Email from the CRM

This article will outline how to send an email from within the CRM.

Isobel Honour avatar
Written by Isobel Honour
Updated over a week ago

Emails can be sent from multiple locations within the CRM. It's important to remember the hierarchy of the CRM when attempting to send, forward or reply to an email. For example, if you send an email from an Opportunity or a Problem, it will default to the email address of the Contact who the Opportunity or Problem is logged underneath. 

Anytime you see the icon shown below, you'll be able to send an email from that record location in the CRM. 


Clicking on the icon will open the 'Send email' window.

By default, it'll include the email address from the record it was created against, or underneath if it's an Opportunity or Problem. 

You can also 'Cc' or 'Bcc' individuals into the email if required, as well as adding a subject line.

You also have 2 toggles which are on by default for the email which are:

  • Save Document: This determines whether the email will be saved to the record

  • Send Copy to Me: This will automatically send a copy of the email to yourself.

If you've created any templates to be used for an email, these can be selected from the 'Select a Template' drop-down. 

Files can be attached by dragging and dropping them into the dotted lined box, or by clicking on the 'Add attachments' button. 

Clicking on 'Add attachments' opens the window shown below. 

  • The 'My Computer' tab allows you to search to a file on your own computer in your File Explorer.

  • 'Existing Documents' allows you to add any documents which have already been created from within the CRM against the record you are sending the email from. 

  • 'New Documents' allows you to create and attach any template documents which have been set up within the CRM. 

  • 'Attachments List' shows any files which have been added to the email. 

You can also see any files that have been attached to the email from the main 'Send email' window. This will show you the size of the attachment and also give you the ability to remove the attachment by clicking on the cross icon. You can also download the document to preview it first by clicking the arrow icon next to the cross on the right-hand side of the document column.

By default, the email will automatically save into the CRM, and will also send a copy to the user who created the email. These options can be toggled on or off using the toggle icons as shown below. 

You can also reply to and forward emails directly from the CRM Documents window. This will include the previous email chain in the reply or forward email. Since the reply/forward email is being generated by the CRM itself, a copy will be saved automatically to the Customer/Opportunity/Problem/Quote, and it'll use your normal CRM email signature.

You can also add other attachments, including Library files as required using the full CRM email editor.

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