How to send transactional mails using Zoho CRM?

Published on
11 Jan 2022
How to send transactional mails using Zoho CRM?

One recurring question among Zoho CRM users and prospects is: Can Zoho CRM handle transactional emails directly? While Zoho CRM is an excellent tool for managing customer relationships and interactions, sending transactional emails through it involves certain limitations and workarounds. Here’s a detailed guide to clarify the possibilities and current developments.

Understanding the Scope of Transactional Emails in Zoho CRM

Transactional emails are system-generated messages triggered by specific events, such as order confirmations, password resets, or status updates. Unlike marketing emails, these messages require precise timing, high deliverability, and integration with dynamic data.

Currently, Zoho CRM supports sending emails through predefined email templates. These templates are triggered via the "Send Email" option in various modules like Contacts, Deals, or Accounts. However, the scope of these templates is limited to data within the CRM, meaning the fields and relationships between modules dictate the available dynamic data placeholders.

Limitations with Existing Zoho Products

As of now, neither Zoho Campaigns nor Zoho Marketing Hub are designed for transactional email functionality. These tools primarily focus on email marketing, offering automation and audience segmentation for promotional campaigns rather than real-time, event-based messaging.

Zoho TransMail: The Upcoming Solution

To bridge this gap, Zoho has introduced Zoho TransMail, a transactional email service comparable to tools like SendGrid and MailChimp. Although still in beta, TransMail aims to handle transactional email needs seamlessly, offering features like high deliverability, API support, and event-triggered messaging. Once officially launched, this product will likely become the go-to solution for Zoho users requiring advanced transactional email capabilities.

How to Send Transactional Emails Using Zoho CRM

If you need to send transactional emails via Zoho CRM, here’s a step-by-step workaround:

  1. Prepare CRM for Transactional Data
    • Create custom fields in relevant modules (e.g., Deals, Contacts) to store transactional data.
    • Ensure these fields capture all required information dynamically from other systems or processes.
  2. Create Email Templates
    • Navigate to the Email Templates section in Zoho CRM.
    • Design templates that pull data from the custom fields and related modules. For instance, a Deal module can fetch details from related Contacts or Accounts.
  3. Automate Email Triggers Programmatically
    • For transactional emails to be sent automatically, the required data must be pushed programmatically to the CRM.
    • Use Deluge scripts (Zoho’s scripting language) to automate this process. Deluge allows you to interact with CRM data and integrate external systems.
  4. Use Zoho Flow for Workflow Automation
    • If you’re looking for a low-code integration solution, Zoho Flow can trigger email templates based on specific events or data changes in CRM.
    • Set up a Zoho Flow workflow to identify when transactional emails need to be sent and fire the appropriate template.

Conclusion

While Zoho CRM has inherent limitations for handling transactional emails, effective workarounds like custom fields, Deluge scripting, and Zoho Flow can enable this functionality. Looking forward, Zoho TransMail promises to be a game-changer, providing native support for transactional email needs once its beta testing concludes.

By understanding these solutions, you can confidently plan your email strategy within the Zoho ecosystem. For those requiring seamless integration and real-time event-based emails, exploring Zoho TransMail as it becomes available is highly recommended.

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