Email (CRM): FAQ

Messages go out through your own connected email account, so that's expected. Replies land in that account's inbox rather than in Insightly, unless email sync is set up. See Sending & saving emails.

Individual sending is the default: each recipient gets a separate message and can't see the others, and templates and merge fields both work. Group email puts every recipient on one thread, and templates and merge fields don't work. See Sending & saving emails.

Select up to 50 records from the Leads or Contacts object and click Send Email. Records with no email address are removed from the recipient list automatically. See Sending & saving emails.

It's per account, covering all users combined, not per user, and resets at midnight UTC. Plus is 2,500 a day, Professional 5,000, Enterprise 10,000, and trial accounts 100. See Sending & saving emails, Limits.

Yes, available to all users. Summarize Thread produces a summary of the conversation history, and Generate Reply drafts a context-aware reply into the send or reply box. See Sending & saving emails, AI features.

Forward or CC the email to your Insightly mailbox address, and it links itself to contacts and organizations automatically. Opportunities, leads, and projects each have their own mailbox address, specific to both the record and the user, so sending to that address links the message to you, that record, and any related contacts and organizations. Put the address in the To field to save a received message, or the CC field to save a copy of one you're sending. Put nothing else in the To field when forwarding to a record's mailbox, since other addresses there break the linking. Save the mailbox address as a contact in your email program under a name you'll recognize, such as "Insightly Opp - A Great Opportunity," rather than copying it each time. See Sending & saving emails, Saving email to a record.

Insightly rejects auto-forwarded and auto-assigned messages deliberately. Not everything arriving in an inbox belongs in a shared CRM, and saved email counts against your account's storage maximum, so forwarding everything automatically can push you into an upgrade you didn't need. Forward individually instead, or use the Gmail or Outlook sidebar to save relevant messages in one click. See Sending & saving emails, Auto-forwarding does not work.

Contacts with a matching email address first, then organizations with a matching email domain, then a matching lead if no contact was found. If nothing matches, a new contact and organization are created and linked. See Sending & saving emails, What happens when a message is saved.

Yes, but tracking is off by default because recipients aren't told it's happening. Get explicit consent before turning it on; you're responsible for meeting whatever legal requirements apply to you. Enable it from System Settings > Email Tracking. See Sending & saving emails, Email tracking.

Go to User Settings > Email Settings, find the Email Signature section, and design it in the text box. Signatures can hold up to 500 characters and can include an image added through the HTML editor. See User Settings, Email signature.

Templates hold a reusable subject and body, and once created are available to every user on the account. They can be sent to a single contact or lead, sent as a mass email to up to 50 recipients, or triggered through workflow automation. Insightly includes a few sample templates to start from. See Email Templates (CRM).

Through the same bulk-editing tools on the Emails tab. Click Emails, select the list or Email Templates, check the items, and delete. See Email Templates (CRM), Deleting emails and templates.

With a Synced Email Account, mail sent to or from Insightly syncs both ways with your connected Gmail, Office 365, or Outlook account automatically, provided at least one person on the message is already a Contact or Lead in Insightly. Emails in the same conversation are grouped into threads. See Email Inbox Sync.

Go to User Settings, select Email Settings, and in the Email Accounts section click Add Account and choose Synced Email Account. You're redirected to your provider's authentication page (Google, Microsoft, or Outlook), and the account appears once authenticated. See Email Inbox Sync, Setting up email sync.

No. Only messages where at least one existing Contact or Lead is a sender or recipient sync in. After that first match triggers the sync, Insightly can create records for the other participants on the thread, but only if that setting is turned on. See Email Inbox Sync, What syncs and what does not.

Synced is recommended. It adds bi-directional inbox sync, threaded conversations, full conversation history in one view, thread-level AI summaries, and syncing with Gmail or Outlook folders, none of which Classic supports. See Email Inbox Sync, Synced versus classic accounts.

CRM email is one-to-one correspondence saved against records. Marketing campaigns are one-to-many sends, managed in Insightly Marketing or through an integration such as MailChimp. See Managing email marketing campaigns.