View source for HF Sales:Sales Agent Email Guide

= Sales Agent Email Guide =

== Overview ==

As a sales agent, you have '''two email addresses''' that serve different purposes. This guide explains how to use each one correctly.

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== Your Two Email Addresses ==

=== 🔒 Internal Address: yourname@heinfricke.com ===

'''Purpose:''' Internal communications only

'''Use this for:'''
* receive confidential information like OTP
* Emails to colleagues within the company
* Internal team discussions
* Company-wide announcements
* Communication with other Heinfricke domains

'''Allowed recipients:'''
* ✅ Anyone @heinfricke.com
* ✅ Anyone @heinfricke-global.com
* ✅ Anyone @heinfricke.team
* ✅ Anyone @heinfricke.services

'''Restrictions:'''
* ❌ '''Cannot send to external customers or partners'''
* ❌ Blocked for all other external domains

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=== 🌍 Customer-Facing Address: yourname@heinfricke-global.com ===

'''Purpose:''' Customer communications and CRM integration

<big>''!! All Email (incoming and outgoing) are visible for all Zoho CRM Users !!''</big>

'''Use this for:'''
* All customer emails
* External partner communications
* Any email to addresses outside Heinfricke domains

'''Features:'''
* ✅ Can send to '''any external domain'''
* ✅ Automatically synced with Zoho CRM
* ✅ All emails are tracked and logged
* ✅ Complete audit trail maintained

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== How to Choose the Right Address ==

{| class="wikitable"
! Scenario !! Use This Address
|-
| Replying to a customer inquiry || <code>@heinfricke-global.com</code>
|-
| Emailing a colleague about a deal || <code>@heinfricke.com</code>
|-
| Sending a quote to a prospect || <code>@heinfricke-global.com</code>
|-
| Internal meeting request || <code>@heinfricke.com</code>
|-
| Following up with external partner || <code>@heinfricke-global.com</code>
|-
| Team discussion in group chat || <code>@heinfricke.com</code>
|}

{{Note|'''Simple rule:''' External = <code>@heinfricke-global.com</code>, Internal = <code>@heinfricke.com</code>}}

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== Setting Up in Outlook ==

=== Setting Your Default "From" Address ===

# '''Open Outlook'''
# '''Start a new email'''
# Click the '''From''' dropdown (if not visible, click on "From" field options)
# Select <code>yourname@heinfricke-global.com</code>
# Some versions allow you to set this as default - look for "Use as default" option

{{Warning|For customer communications, always verify you're sending from <code>@heinfricke-global.com</code> before hitting send.}}

=== Adding Both Accounts to Outlook ===

Both email addresses are already configured in your Outlook profile. You should see:
* <code>yourname@heinfricke.com</code> in your account list
* <code>yourname@heinfricke-global.com</code> in your account list

If you don't see both, contact IT support.

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== Email Tracking & CRM Integration ==

=== What Gets Synced to Zoho CRM ===

All emails sent from or received at your <code>@heinfricke-global.com</code> address are '''automatically synced''' to Zoho CRM:

* ✅ '''Incoming emails''' from customers → Forwarded to sales inbox → Synced to Zoho CRM
* ✅ '''Outgoing emails''' to external recipients → BCC'd to sales inbox → Synced to Zoho CRM
* ❌ '''Internal emails''' → Not synced (keeps CRM clean)

=== Accessing Emails in Zoho CRM ===

# Log into Zoho CRM
# Navigate to '''Contacts''', '''Leads''', or '''Deals'''
# Open the relevant record
# Click on the '''Activities''' or '''Email''' tab
# View all email history for that customer

{{Tip|You can view and reply to customer emails directly from Zoho CRM!}}

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== What Happens When You Send Email ==

=== From @heinfricke-global.com to External Customer ===

<pre>
You → Send email
  ├─> Delivered to customer ✓
  ├─> Copy saved to your Sent Items
  ├─> BCC sent to sales-in@heinfricke-global.com
  └─> Automatically appears in Zoho CRM ✓
</pre>

'''Result:''' Customer receives email, and it's tracked in CRM automatically.

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=== From @heinfricke-global.com to Internal Colleague ===

<pre>
You → Send email to colleague@heinfricke.com
  ├─> Delivered to colleague ✓
  ├─> Copy saved to your Sent Items
  └─> NOT synced to CRM (internal only)
</pre>

'''Result:''' Colleague receives email, but it doesn't clutter the CRM.

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=== From @heinfricke.com to External Customer ===

<pre>
You → Send email to customer@external.com
  └─> ❌ BLOCKED - Email rejected
</pre>

'''Result:''' Email is '''not delivered'''. You'll receive a rejection notice.

'''What to do:''' Resend from your <code>@heinfricke-global.com</code> address instead.

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=== From @heinfricke.com to Internal Colleague ===

<pre>
You → Send email to colleague@heinfricke.com
  ├─> Delivered to colleague ✓
  └─> Copy saved to your Sent Items
</pre>

'''Result:''' Normal internal email, no CRM sync.

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== Common Scenarios ==

=== ✉️ Customer Sends You an Email ===

'''What happens automatically:'''
# Email arrives at <code>yourname@heinfricke-global.com</code>
# Copy forwarded to <code>sales-in@heinfricke-global.com</code>
# Email synced to Zoho CRM
# You can reply from Outlook or Zoho CRM

'''Action required:''' None - just reply normally from your <code>@heinfricke-global.com</code> address

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=== 📧 Sending a Quote to New Prospect ===

'''Steps:'''
# Compose new email in Outlook
# '''Verify "From"''' shows <code>yourname@heinfricke-global.com</code>
# Add prospect's email address
# Write your email and attach quote
# Send

'''What happens:'''
* Email delivered to prospect
* Automatically synced to Zoho CRM
* Visible in CRM for tracking

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=== 🚫 You Accidentally Try to Send from Wrong Address ===

'''Scenario:''' You send from <code>@heinfricke.com</code> to <code>customer@external.com</code>

'''What happens:'''
# Email is '''blocked''' by our system
# You receive a rejection notification:
#: <blockquote>"Your email was blocked by organization policy. Emails from @heinfricke.com addresses can only be sent to: heinfricke.com, heinfricke-global.com, heinfricke.team, and heinfricke.services. Please use your @heinfricke-global.com address for external communications or contact IT support."</blockquote>

'''Solution:'''
# Switch to your <code>@heinfricke-global.com</code> address
# Resend the email

----

=== 👥 Coordinating with Colleague About Customer ===

'''Best practice:'''
# Use <code>@heinfricke.com</code> for internal discussion
# Use <code>@heinfricke-global.com</code> for customer communication

'''Example:'''

'''Internal discussion''' (use <code>@heinfricke.com</code>):
<pre>
To: colleague@heinfricke.com
From: yourname@heinfricke.com
Subject: RE: BigCorp deal strategy

Let's discuss pricing before I send the quote...
</pre>

'''Customer email''' (use <code>@heinfricke-global.com</code>):
<pre>
To: contact@bigcorp.com
From: yourname@heinfricke-global.com
Subject: Quote for your project

Dear Contact,
Please find attached our quote...
</pre>

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== Troubleshooting ==

=== Problem: "My email was blocked" ===

'''Cause:''' You tried to send from <code>@heinfricke.com</code> to an external address

'''Solution:'''
# Check the "From" field - switch to <code>@heinfricke-global.com</code>
# Resend the email

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=== Problem: "I don't see emails in Zoho CRM" ===

'''Possible causes:'''
# Email was sent from <code>@heinfricke.com</code> (not synced)
# Email was to internal recipient (not synced)
# Sync delay (can take 1-2 minutes)

'''Solution:'''
* Wait 2-3 minutes and refresh Zoho CRM
* Verify you sent from <code>@heinfricke-global.com</code>
* Contact IT if issue persists

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=== Problem: "I can't find the From dropdown in Outlook" ===

'''Solution:'''
# Click '''New Email'''
# Look for '''Options''' or '''From''' button in the ribbon
# If not visible, try: '''Options → From → Other Email Address'''
# Contact IT support if you still can't find it

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=== Problem: "Which address should I use for [specific scenario]?" ===

'''Quick test:'''
* Is the recipient outside Heinfricke domains? → Use <code>@heinfricke-global.com</code>
* Is the recipient a colleague? → Use <code>@heinfricke.com</code>
* When in doubt → Use <code>@heinfricke-global.com</code> (safer option)

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== Best Practices ==

=== ✅ Do ===

* Always '''verify your "From" address''' before sending
* Use <code>@heinfricke-global.com</code> for '''all customer communications'''
* Use <code>@heinfricke.com</code> for '''internal team discussions'''
* Check Zoho CRM to see email history with customers
* Reply to customer emails from the same address they emailed you at

=== ❌ Don't ===

* Don't use <code>@heinfricke.com</code> for external customers
* Don't manually CC or BCC anyone for CRM tracking (it's automatic)
* Don't forward customer emails unnecessarily
* Don't disable email sync (contact IT if you think there's an issue)

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== Quick Reference Card ==

{| class="wikitable"
! Task !! Address to Use !! Synced to CRM?
|-
| Email customer || <code>@heinfricke-global.com</code> || ✅ Yes
|-
| Email colleague || <code>@heinfricke.com</code> || ❌ No
|-
| Email external partner || <code>@heinfricke-global.com</code> || ✅ Yes
|-
| Reply to customer || <code>@heinfricke-global.com</code> || ✅ Yes
|-
| Internal team discussion || <code>@heinfricke.com</code> || ❌ No
|-
| Send quote/proposal || <code>@heinfricke-global.com</code> || ✅ Yes
|}

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== System Details (For Reference) ==

=== Email Security & Compliance ===

* All external emails via <code>@heinfricke-global.com</code> are automatically logged
* Email restrictions ensure compliance with company policies
* CRM integration provides complete audit trail
* Email cannot be deleted from CRM (managed by administrators only)

=== Allowed Domains for @heinfricke.com ===

# <code>heinfricke.com</code>
# <code>heinfricke-global.com</code>
# <code>heinfricke.team</code>
# <code>heinfricke.services</code>

All other domains are blocked for <code>@heinfricke.com</code> addresses.

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'''Document Version:''' 1.0<br>
'''Last Updated:''' October 2025<br>
'''Questions?''' Contact IT Support

[[Category:Documentation]]
[[Category:Email]]
[[Category:Sales]]
[[Category:User Guides]]