Email a Contact
Connect a mailbox and send or reply to emails from a contact record.
Contact email keeps customer communication close to the CRM record. Use it when your team needs email history, replies, and attachments visible from the contact page.
Use contact email for messages that should become part of the customer history. Use chat or tasks for internal coordination that does not need to go to the customer.
Requirements
The contact should have a valid email address. Your workspace also needs at least one connected mailbox before you can send email from the contact record.
Confirm the contact is the right person before emailing. Duplicate contacts or old email addresses can send customer communication to the wrong history.
Agiled supports mailbox connection flows for Gmail and Outlook from supported CRM email surfaces. Mailboxes can also be managed from integration and mailbox settings.
Connect a Mailbox
Open the contact and go to the Emails tab. If no mailbox is connected, choose Connect Gmail or Connect Outlook and complete the provider authorization flow.
After connecting, return to the contact page and confirm the mailbox appears in the email composer.
Send one low-risk test after connecting a new mailbox and confirm the message appears in the contact's email history.
Compose an Email
Open the Emails tab, select the mailbox if more than one is available, and compose the message. The contact email is used as the default recipient when it is available.
You can add a subject, message body, CC, BCC, and available file attachments when the email panel supports them.
Before sending, confirm the contact email is current and the selected mailbox is the right sender. This matters when sales, support, and billing use different mailboxes.
If the email references an invoice, estimate, ticket, project, or file, open the source record before sending so the message reflects the current state.
Do not send from a personal mailbox when the message should come from support, billing, or sales. The sender sets customer expectations and affects where replies return.
Reply to an Email
Use the reply action on an existing email thread when the conversation should stay connected to the original message. Choose the sending mailbox, review the recipient, and send the reply.
Troubleshooting
If email cannot be sent, check that the contact has an email address, the mailbox is still connected, and the provider account has not been revoked. If the mailbox connection fails, reconnect from the contact page or mailbox settings.
If replies do not appear on the contact, check mailbox sync and whether the reply came from the same email address stored on the contact.
Before Sending
Check:
- The contact email address is current.
- The selected mailbox is the right sender.
- CC and BCC recipients are intentional.
- Links and attachments are current.
- A task exists if the email creates follow-up work.
Email Review
Use contact email when the message should remain part of the customer history. After sending, check the contact activity or email thread so the team can see the message. If the email creates a next step, add a task instead of relying on the sent email as the reminder.