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

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

Scenario	Use This Address
Replying to a customer inquiry	@heinfricke-global.com
Emailing a colleague about a deal	@heinfricke.com
Sending a quote to a prospect	@heinfricke-global.com
Internal meeting request	@heinfricke.com
Following up with external partner	@heinfricke-global.com
Team discussion in group chat	@heinfricke.com

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Setting Up in Outlook

Setting Your Default "From" Address

1. Open Outlook
2. Start a new email
3. Click the From dropdown (if not visible, click on "From" field options)
4. Select yourname@heinfricke-global.com
5. Some versions allow you to set this as default - look for "Use as default" option

Adding Both Accounts to Outlook

Both email addresses are already configured in your Outlook profile. You should see:

• yourname@heinfricke.com in your account list
• yourname@heinfricke-global.com 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 @heinfricke-global.com 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

1. Log into Zoho CRM
2. Navigate to Contacts, Leads, or Deals
3. Open the relevant record
4. Click on the Activities or Email tab
5. View all email history for that customer

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What Happens When You Send Email

From @heinfricke-global.com to External Customer

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 ✓

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

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From @heinfricke-global.com to Internal Colleague

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

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

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From @heinfricke.com to External Customer

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

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

What to do: Resend from your @heinfricke-global.com address instead.

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From @heinfricke.com to Internal Colleague

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

Result: Normal internal email, no CRM sync.

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Common Scenarios

✉️ Customer Sends You an Email

What happens automatically:

1. Email arrives at yourname@heinfricke-global.com
2. Copy forwarded to sales-in@heinfricke-global.com
3. Email synced to Zoho CRM
4. You can reply from Outlook or Zoho CRM

Action required: None - just reply normally from your @heinfricke-global.com address

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📧 Sending a Quote to New Prospect

Steps:

1. Compose new email in Outlook
2. Verify "From" shows yourname@heinfricke-global.com
3. Add prospect's email address
4. Write your email and attach quote
5. 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 @heinfricke.com to customer@external.com

What happens:

1. Email is blocked by our system
2. You receive a rejection notification:

   "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."

Solution:

1. Switch to your @heinfricke-global.com address
2. Resend the email

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👥 Coordinating with Colleague About Customer

Best practice:

1. Use @heinfricke.com for internal discussion
2. Use @heinfricke-global.com for customer communication

Example:

Internal discussion (use @heinfricke.com):

To: colleague@heinfricke.com
From: yourname@heinfricke.com
Subject: RE: BigCorp deal strategy

Let's discuss pricing before I send the quote...

Customer email (use @heinfricke-global.com):

To: contact@bigcorp.com
From: yourname@heinfricke-global.com
Subject: Quote for your project

Dear Contact,
Please find attached our quote...

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Troubleshooting

Problem: "My email was blocked"

Cause: You tried to send from @heinfricke.com to an external address

Solution:

1. Check the "From" field - switch to @heinfricke-global.com
2. Resend the email

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

Possible causes:

1. Email was sent from @heinfricke.com (not synced)
2. Email was to internal recipient (not synced)
3. Sync delay (can take 1-2 minutes)

Solution:

• Wait 2-3 minutes and refresh Zoho CRM
• Verify you sent from @heinfricke-global.com
• Contact IT if issue persists

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

Solution:

1. Click New Email
2. Look for Options or From button in the ribbon
3. If not visible, try: Options → From → Other Email Address
4. 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 @heinfricke-global.com
• Is the recipient a colleague? → Use @heinfricke.com
• When in doubt → Use @heinfricke-global.com (safer option)

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Best Practices

✅ Do

• Always verify your "From" address before sending
• Use @heinfricke-global.com for all customer communications
• Use @heinfricke.com 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 @heinfricke.com 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

Task	Address to Use	Synced to CRM?
Email customer	@heinfricke-global.com	✅ Yes
Email colleague	@heinfricke.com	❌ No
Email external partner	@heinfricke-global.com	✅ Yes
Reply to customer	@heinfricke-global.com	✅ Yes
Internal team discussion	@heinfricke.com	❌ No
Send quote/proposal	@heinfricke-global.com	✅ Yes

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Need Help?

IT Support Contact

• Email: it-support@heinfricke.com
• Phone: [Your IT Support Number]

Common Questions to Ask IT

• "I need help setting up my default From address"
• "I can't see both email addresses in Outlook"
• "Emails aren't syncing to Zoho CRM"
• "I need to send to an external domain not on the allowed list"

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System Details (For Reference)

Email Security & Compliance

• All external emails via @heinfricke-global.com 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

1. heinfricke.com
2. heinfricke-global.com
3. heinfricke.team
4. heinfricke.services

All other domains are blocked for @heinfricke.com addresses.

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Document Version: 1.0
Last Updated: October 2025
Questions? Contact IT Support