Bitrix24Care

FAQ: Webmail

You can write emails, read, bind to tasks, and save them to CRM. Create a chat with colleagues or an event in the calendar based on the email. This article contains answers to frequently asked questions about mail.

You will learn:

How the "Route emails from existing clients to assigned CRM managers" option works

If an email comes from a client that already exists in CRM, it can be attached to an existing CRM form. Use the "Route emails from existing clients to assigned CRM managers" option.

If an employee responsible for a customer is specified in the Leads and Contacts distribution queue, a new email from that customer will be added to an existing CRM form.

If no responsible employee for a client is specified in the distribution queue, a new lead is created from each mail from this client. This lead will be assigned to one of the responsible employees in the queue. Several forms of one client with different responsible persons will appear in CRM.


Why Bitrix24 sends an email to the spam folder

If you add a sender to the Bitrix24 blacklist, emails from this address will automatically go to spam, even if they are in the Inbox folder in the mail service.

To remove an address from the blacklist:

  1. Go to Webmail - Settings - Blacklist.
  2. Check the box next to the address you want to remove.
  3. Click Delete.

Who can configure a mailbox

The owner of the mailbox can configure it. They can grant access to other employees.

  1. Go to the WebMail - Settings - Mailbox Settings.
  2. Click Add and select the desired employee in the Mailbox Access section.

Why a number is added to the email attachment name

When you attach a file that is already on the Bitrix24 Drive, a number is added to its name. This situation can occur if you have already uploaded this file, for example, to a task.

My Drive overview

To avoid adding numbers to the file name, give files unique names or place them in different folders on the Bitrix24 Drive.


Why you are getting an email copy

Check if forwarding is enabled in your mailbox settings.

Gmail
Outlook


Why emails from subfolders aren't syncing

If you use folders and subfolders in your email service, such as Outlook or Gmail, emails from these subfolders won't sync with Bitrix24 Mail. To sync the necessary emails, move them to the main folders.


Can a Bitrix24 administrator read other users' emails

A Bitrix24 administrator can view emails in mailboxes they have access to. Access is granted by the mailbox owner.

Mailbox settings


Why does the error "Email creation operation canceled" occur when sending an email

The "Email creation operation canceled" error can occur for several reasons:


Can DKIM and SPF records be added into the Bitrix24 webmail settings

You cannot add custom DKIM and SPF records for outgoing emails in Bitrix24 webmail settings. You can add them in your mail server settings.

To do this:

  1. Register your email domain.
  2. Set up your mail server: add DKIM records, configure SPF, and check DMARC policies.
  3. Connect an SMTP server in Bitrix24 for sending emails.

Connect your email domain

You cannot connect your email domain directly to Bitrix24. You can connect your domain to any email service and then set up webmail in Bitrix24.

Connect mailboxes to Bitrix24


Does Bitrix24 integrate with Yandex 360 for Business

Previously connected Yandex 360 for Business mailboxes (formerly Yandex Mail for Domain) continue to work. To connect a new mailbox, you need to:


Why are emails sent slowly

If an SMTP server is not connected, emails may be delayed up to an hour. This happens because they are sent directly from Bitrix24 servers to the recipient's mail server.

To send emails faster, you can connect a third-party SMTP server.

Use SMTP server to send emails

The operation of SMTP servers is described in RFC 5321. It explains SMTP extension mechanisms and provides recommendations for modern internet standards.

RFC 5321, section 6.1, states that due to the nature of the internet and mail servers, email delivery may encounter technical issues. Therefore, delivery cannot be guaranteed.

RFC 5321 Standard

If the issue persists, contact Bitrix24 technical support or your mail service provider.

Martha AI assistant in support chats

It is possible to use other tools like Open Channels and Telephony to communicate with clients in Bitrix24.

Connect Open Channels
Telephony connection options overview


Can you know if a client read the email

If the recipient's side does not block automatic data loading in incoming emails, a read receipt will appear in the email form.

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