Company email in your inbox

◷ 3 min read↻ Updated 20 September 2026

Connect your company's official email, and every email from a customer — and every form from your website or from Zoho — lands in your inbox next to WhatsApp and Instagram. You reply to it from that same email.

This is not "Your company email"

The Your company email guide is about sending invoices and contracts. This guide is about receiving customer emails in your inbox and replying to them.

What happens after you connect

Every few minutes ITC-CRM reads new messages only. Messages already in your mailbox before you connected are not pulled in.
Every email a person wrote to your company enters the inbox as an "Email" conversation, with a line on top summarising what the customer wants, in your language.
Newsletters, promotions and automated notifications (receipts, verification codes, platform alerts) are ignored and never stored.
Nothing changes in your mailbox: messages are not marked as read and nothing is deleted.

Setup

Integrations → the Email card → Manage connection.
Official email — the address on your company's domain, such as info@company.com.
Email password — the password of that mailbox itself, from your hosting panel.
Sender name (optional) — the customer sees it on your replies. Leave it empty and your company name is used.
Leave IMAP server (optional) and SMTP server (optional) empty; both are detected automatically.
Press Test and save connection. The status turns "Connected" once both receiving and sending log in successfully.

Gmail, Hotmail and Yahoo are not accepted

This channel is for your company's official email on its website domain — the address customers write to and forms are delivered to.

More than one email?

Press Add another connection inside the card to connect, say, sales@ alongside info@, and choose which team members are responsible for each address.

Website and Zoho forms

A contact form on your website, or a form from Zoho, usually arrives by email as a single message holding every field. ITC-CRM reads those fields and takes the customer's name, email and phone number, then creates a contact and a lead with an interest score, like any other conversation.

If the customer left only a phone number and no email, the message still enters the inbox with the number, so a team member can call them or message them on WhatsApp.

Replying to email

You write your reply inside the conversation as on any other channel, and it goes out from your official email in the same email thread on the customer's side.
With the 🌐 translate button at the top of the conversation you write in your language, and the customer receives the reply in theirs.
A copy of every reply is saved in the "Sent" folder of your mailbox, so the full conversation lives there too.
If AI auto-reply is on, it answers emails as well. You can turn it off for the email channel alone under "Auto-reply per channel".

If it does not work

"The email or password is incorrect"

Try logging in to your host's webmail with the same address and password. If it works there and fails here, some providers require an "app password" instead of the ordinary one.

"Could not connect to the mail server"

The server was not detected automatically. Type the IMAP and SMTP servers by hand exactly as they appear in the mail settings of your hosting panel, then press Test and save connection again.

I sent an email and it did not show up

Wait a few minutes — reading happens periodically. Make sure the email reached the "Inbox" of your mailbox, not "Spam", and that it is not a bulk message with an unsubscribe link.

The card says "Needs reconnecting"

Most likely the email password changed. Open the card, type the new password and press Test and save connection.