🔍 Overview

Pipedrive makes it easy to manage all your communication—especially email—right within your CRM. By integrating your email inbox, syncing messages, and using built-in communication tools, you ensure no conversation is lost and every lead is followed up promptly.

This article covers how to set up and best use email and communication features in Pipedrive.

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🎯 Key Benefits

• Centralize all sales communication in one place
• Track and log emails automatically to deals and contacts
• Use email templates for faster, consistent outreach
• Schedule and track emails, including open and click rates
• Improve visibility across your sales team

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🛠️ Step 1: Connect Your Email Account

Pipedrive supports integration with:

• Gmail / Google Workspace
• Outlook / Office 365
• Any IMAP-based email provider

✅ How to Connect:

1. Go to Tools & Apps > Email Sync
2. Click Connect your email
3. Choose your provider and follow the authorization steps
4. Select Full Sync or Smart BCC (see below)

🔐 Full Sync: Syncs all incoming/outgoing emails
📩 Smart BCC: Manually forward emails into Pipedrive using a unique BCC address

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📥 Step 2: Choose Sync Settings

After connecting, configure your:

• Folder sync: Choose which email folders to sync
• Linking rules: Link emails to contacts, deals, or organizations
• Visibility: Decide if emails are private or visible to your team

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✉️ Step 3: Send and Receive Emails from Pipedrive

• Go to any Deal, Contact, or Lead
• Use the Email tab to compose, reply, or forward messages
• Emails will automatically link to the relevant deal/contact

💡 Add email templates and use merge tags like {{first_name}} for personalization.

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📅 Step 4: Schedule and Track Emails

• Click the clock icon to schedule emails to send at a future time
• Enable email tracking to see:
  • Open rates
  • Link click rates
  • Real-time activity notifications

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🧠 Bonus Features

🔁 Email Templates

• Navigate to Mail > Templates
• Create reusable templates for outreach, follow-ups, or reminders
• Insert dynamic fields like {{organization.name}} or {{user.name}}

📊 Email Performance Reports

• Use Insights to track:
  • Email open rates
  • Response times
  • Activity by rep or pipeline stage

🔌 Add-ons & Integrations

• Smart Docs: Send and track proposals or documents via email
• eSignatures: Include signable documents in your email threads
• External tools: Integrate with Gmail, Outlook, or tools like Mailchimp and Yesware

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🧩 Smart Email Features to Try

Feature	Benefit
Email templates	Save time and maintain consistency
Merge tags	Personalized, dynamic content
Email tracking	See who opened or clicked
Scheduler	Send emails at the right time
Filters and labels	Organize emails efficiently
Smart Contact Data	Enrich emails with company info

⚠️ Common Issues & Solutions

Issue	Solution
Emails not syncing	Check folder sync settings and reconnect
Duplicates or missing emails	Confirm linking rules and sync type
Can’t send emails from Pipedrive	Reauthorize connection or check SMTP
Tracking not working	Ensure tracking is enabled per message

🔐 Privacy and Security

• Pipedrive encrypts all synced email data
• You can control visibility for each email (Private, Shared, or Custom)
• Admins can manage access permissions for email features

✅ Summary Table

Task	How To Do It
Connect inbox	Tools & Apps > Email Sync
Send/receive from Pipedrive	Use email tab in deals/contacts
Use templates and tracking	Mail > Templates + tracking icons
Schedule emails	Clock icon when composing
Sync settings and rules	Manage sync folder and linking options