Email Settings

Mail Accounts Overview

Configuring email for SuiteCRM provides a wide range of features, including sending personal emails to contacts, automatic creation of cases, sending notifications for events using workflows and sending email marketing campaigns. This document explains the different types of mail accounts and how to set them up. See Emails for a guide to using the Emails module.

Several different types of account can be configured within SuiteCRM for different purposes. These are:

Outgoing Mail

The outgoing mail server is used to send automatic email notifications (such as record assignment notifications) and emails sent as workflow actions.

The outgoing mail configuration will need to be set up by an Administrator.

See Outgoing Mail Configuration Settings for instructions on setting up the default outgoing mail configuration.

Other outbound accounts can be configured in addition to the default account for specific purposes, such as sending Campaigns. These can be set up from the Admin panel, under outbound accounts. If no other outbound accounts are configured, the default outgoing mail server account will be used.

Personal Accounts

A personal account is used to view and send email from a personal email account within the Emails module. This account can be an internal or an external email account. Emails from personal accounts are not stored in SuiteCRM unless manually imported.

Personal accounts can be configured by the user from their user profile. Administrators can configure personal accounts for other users.

See Personal Email Account Settings for instructions on setting up a personal account.

Group Accounts

Group accounts are used when you need several users to be able to view and send email from one mail account, for example a support or sales mailbox. Group accounts can be set up to automatically import emails and create Cases from incoming email.

Group accounts must be set up by an Administrator. Access to a group account must be granted by an Administrator.

See Group Email Account Settings for instructions on setting up a group account.

Bounce Handling Accounts

A Bounce Handling account is used with Campaigns to handle bounced mail notifications when emails are undelivered. You will need to set up a Bounce Handling account in order to send a Campaign.

Bounce Handling accounts must be set up by an Administrator. Once set up, users can select the bounce handling account when setting up a campaign.

See Bounce Handling Account Settings for instructions on setting up a Bounce Handling account.

Outgoing Mail Configuration Settings

The default system outbound mail settings are used to send system notification emails such as password reset emails, record assignment notifications and workflow email notifications.

You will need administrator access to set up the system outbound account

Open the Admin panel and select Email Settings from the Email section. Enter the required configuration information for your system. default system settings

Allow users to use this account for outgoing mail

When this option selected, all users will be able to send emails using this outgoing mail account, which is the same as that used to send system notifications and alerts. If the option is not selected, users can still use the outgoing mail server after providing their own account information.

Click SEND TEST EMAIL to check your settings. You will be asked to enter an email address for the test message to be sent to.

Send Test Email

A verification message will be displayed if the email was sent successfully. Check that you have received this test message.

Send Test Verification

Once the settings have been verified, be sure to click SAVE so that these settings are retained.

Email Options and Security Settings

Email options

Assignment Notifications

When selected, users will be emailed when a record is assigned to them.

Send notification from the email address of the assigning user

Where the mail server permits this, the assigning user’s name and email address will be included in the From field of the notification email. Otherwise the default system outbound account will be used.

Email Security Settings

Tags selected here will be stripped from inbound email and will not be displayed in the Emails module.

Click SAVE to retain your settings.

Personal Email Account Settings

Setting up a personal email account in SuiteCRM allows the user to view personal mail accounts within the Emails module. Emails from personal mailboxes are not stored in the SuiteCRM database unless manually imported. Settings for personal email accounts are held within the user’s profile.

Individual users can set up their own personal accounts. Administrators can set up personal accounts for other users from the User Management section of the Admin panel.

User Profile Email Settings

Open the user profile and scroll to the bottom of the main User Profile tab to view mail settings. Note that if you are configuring mail settings for another user, you will need to select Edit from the Actions menu to see these settings.

User Email Settings

  • Email Address - Add the email address(es) for your SuiteCRM account. Click + to add more addresses. Where you have more than one email address, you can specify which is the main address for your account using the Primary radio button. You can also specify which account to use as the Reply-to account.

  • Email Client - This setting controls which editor is used to compose and send mail when you click on an email link in SuiteCRM, for example an email address on a contact or account record.

    • SuiteCRM Email Editor - The SuiteCRM Emails module editor will be used

    • External Email Editor - With External email editor set, mail links in SuiteCRM will open in whichever email client you have set to open mailto:// links, for example Outlook or Thunderbird

  • Email Editor - This allows you to set the editor used when creating and editing email templates and also within the Campaigns module. Note that the Email Editor setting does not affect the SuiteCRM Emails module Compose view. This setting is not currently user-definable. Available options are Mozaik, TinyMCE and Direct HTML.

Adding A Personal Mail Account

Click the SETTINGS button at the bottom of the main User Profile tab to add a personal mail account.

Select the Mail Accounts Tab and click ADD under Mail Accounts to set up your incoming mail account. Mail Accounts tab

Complete the required details for the account in the dialog which appears. You will need the username and password for the account you are adding, plus the mail server address. The mail protocol supported by SuiteCRM is IMAP. You may also need to set the Mail Server Port if this differs from the default IMAP setting. Your system administrator should be able to provide you with these settings.

Once entered, you can verify your mail settings by clicking TEST SETTINGS to test the connection to the account.

User Email Settings

Monitored Folders: are the folders which are checked for new (unread) mail. You must specify an Inbox and a Trash folder here. Enter the folder names or click SELECT to connect to the mail server and select the relevant folder(s) from the popup dialog. Select monitored folders

Signatures: Select a signature for this account. This will be automatically added to the email body when composing an email using the Emails module. If you wish to create a new signature, you will need to do this from the General tab and then select it here. This will override the default setting on the General tab.

Complete the Outgoing Email settings for the user account.

User Outgoing Mail Settings

Click DONE to save the account settings and return to the Mail Accounts tab.

Accounts List If you have more than one account configured you can set the default account to appear when you open the Emails module. Accounts set as active will be available to select.

Edit personal mail account settings by clicking the pencil icon in the Edit column.

User Mail Settings - General Tab

There are further settings for mail on the General Tab:

User Mail Settings General tab

  • Check for New Mail - Here you can specify a time interval to automatically check for new mail in your account’s monitored folders. The default setting is to check for mail manually, using the Check Mail button in Emails list view.

  • Default Signature - Option to specify the default signature that will be added to the email body when a new email is composed. Click CREATE to add a new one or select one from the list. Existing signatures can be edited and deleted here.

  • Folder management -Select the folder(s) which will be available to view from the Emails module. This list will show all the monitored folders from all the mail accounts to which you have access. Use ctrl+click to select more than one folder.

Click DONE to save your settings. A confirmation dialog will appear.

You should now be able to view your emails in the Emails module.

Group Email Account Settings

A group email account allows more than one user to access a particular mail account. This can be useful for sales or support email accounts for example. In addition, group accounts are also used for sending email campaigns and as bounce handling mailboxes for campaigns. See the Campaigns documentation for more information.

SuiteCRM can also be configured to automatically import emails and to automatically create cases from email.

You will need to have Administrator access to set up and give access to a group email account.

Open the Admin panel and select Inbound Mail from the Email section.

Admin Inbound Mail Settings

Select New Group Mail Account from the Sidebar.

Inbound Mail Sidebar

You will need the username and password for the account you are adding, plus the mail server address. The mail protocol supported by SuiteCRM is IMAP.

Monitored Folders are the folders which are checked for new (unread) mail. Inbox and Trash folder names must be specified here. Click SELECT to connect to the mail server and select the relevant folder(s) from the popup dialog.

Group Mail Settings

Email Handling Options

Email Handling Options

Import Emails Automatically

Check this box to import emails automatically, which means that records will be created in SuiteCRM for all incoming emails. These associated emails can then be viewed via the History subpanel of the relevant record. This setting is selected by default in SuiteCRM.

Create Case From Email

Check this box to set up SuiteCRM to create a Case record from an incoming email.

Create Case

Select a Distribution Method to specify how cases created from incoming email are assigned to users.

Use AOP default

This will use the AOP default settings, configurable via the Admin panel.

Single User

Enter a username or click the select arrow to search for a user. Every automatically created case will be assigned to the specified user.Single User

Round Robin

Select All Users or an existing security group or role. Cases will be assigned to the next member of the specified group or role.Round Robin

Least Busy

Select All Users or an existing security group or role. Cases will be assigned to the member of the specified group or role with the least case assignments.

Random

Select All Users or an existing security group or role. Cases will be assigned randomly to members of the specified group or role.

New Case Auto-Reply template

If SuiteCRM has been configured to auto-create cases, you can select or create an email template to use as an automated reponse to notify the sender that a case has been created. If no template is specified here, this automated reponse will not be sent. New Case Auto-Reply template

No Auto_Reply to this Domain

No auto-responses will be sent to the specified domain. Use this for example to exclude your company domain, so your users do not receive auto-reply messages.

Number of Auto-responses

This setting specifies the maximum number of replies to send to a particular email address in a 24hr period.

Reply To Settings

Group Mail Reply To settings

From Address

Used as the from address where supported, otherwise the system outbound account will be used.

Allow users to send emails using the From name and Address as the reply to address

When checked, the From Name and From Address for this account will appear as a From option when composing an email for all users that have access to this group account.

Once configured, all inbound accounts are listed under Inbound Accounts on the Admin panel, from where they can be edited or removed.

Bounce Handling Account Settings

A Bounce Handling Account is used to manage bounce notifications for an email campaign. Bounced email addresses are recorded in the campaign status.

Once created, the bounce handling account can be selected by users when setting up a campaign.

You will need to have Administrator access to set up and give access to a group email account.

Open the Admin panel and select Inbound Mail from the Email section.

Admin Inbound Mail Settings

Select New Bounce Handling Account from the Sidebar.

Sidebar

Enter the configuration details for the bounce account you are configuring. You will need the username and password for the account, plus the mail server address. The mail protocol supported by SuiteCRM is IMAP. Your system administrator will be able to supply these settings.

Bounce account settings

Monitored Folders are the folders which are checked for new (unread) mail. Inbox and Trash folder names must be specified here. Click SELECT to connect to the mail server and select the relevant folder(s) from the popup dialog.

Other Mail Settings

There are two other mail settings options on the Admin panel.

Campaign Mail Settings

Campaign Email Settings

Configure the following additional settings for Campaigns here:

  • The batch size for sending campaign emails

  • Where campaign tracking files are located

  • Whether or not copies of campaign messages are kept

Campaign Email Settings

Email Queue

Email Queue Settings

Scheduled campaign emails are queued here.

Click SEND QUEUED CAMPAIGN EMAILS to send them immediately without waiting for the scheduler to do so.

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