FAQ & videos

Table of contents #

Tip: to quickly access a specific section of the guide, click on one of the headings below.

1. How does email synchronization work?
2. Is your email system compatible?
3. How do I synchronize a Microsoft Office 365 mailbox with CentrixOne?
4. How do I synchronize a Google mailbox (Workspace / G Suite) with CentrixOne?
5. How do I synchronize an IMAP mailbox with CentrixOne?
6. Can I synchronize a 2nd mailbox?
7. Where can I see synchronized emails?
8. How can I view messages from another user’s mailbox?

How does email synchronization work? #

When you synchronize your mailbox with CentrixOne, as soon as an external email is sent to a contact, it becomes visible in that contact’s CRM card. However, an email sent via the CRM will not be visible in your external mailbox. To reply to an email, you’ll have to go through your external email system.

Since this type of synchronization is really just a mirror of your mailbox, all content is synchronized in plain text (without images or attachments). Being a mirror, this also means that an email deleted from your inbox will also disappear in the CRM. In fact, to delete an email, you’ll have to go through your external mailbox.

You can also synchronize your calendar. For example, you could decide to display specific meetings or tasks created in the CRM in your external calendar. However, an appointment created in your external calendar will not be visible in the CRM.

Is your email system compatible? #

To synchronize your mailbox, you need a personalized domain name (e.g. @centrix.one). In addition, your email system must be configured in Exchange or IMAP mode. Please note that you cannot synchronize an alias (an email address that redirects to another email address).

Calendar synchronization is compatible with Exchange mail systems only.

If you have activated two-step verification in your mailbox (e.g. by sending a code to your cell phone to authorize the connection), the easiest thing to do is to deactivate it so that you can synchronize your mailbox with CentrixOne. You can also get around the incompatibility by creating a unique password for the CRM (here’s how).

How do I synchronize a Microsoft Office 365 mailbox with CentrixOne? #

1. Click on the Settings module
2. Click on the Mailbox Sync view
3. Click on Synchronize now
4. Enter your email address
5. Click on Log in
6. Enter the password to log in to your mailbox
7. Click on Log in (connexion)
8. Click on Yes (oui)
9. Wait for the login to complete
10. Check the Use this email address to synchronize my calendar box
11. Select the correct calendar from the list
12. Click on Save

How do I synchronize a Google mailbox (Workspace / G Suite) with CentrixOne? #

1. Log in to your Google account at admin.google.com
2. Click on Security
3. Click on Access and data control
4. Click on API controls
5. Click on Manage third-party app access
6. Click on Add app
7. Click on OAuth app name or client ID
8. In the search box, copy and paste the following information: 5332773853-6ko739el9enjpngebiv08fnt3idbsjbt.apps.googleusercontent.com
9. Click on Search
10. Click on Select
11. Check the box of the identifier on the screen, then click on Select
12. Click on Continue
13. Check the Trusted box, then click on Continue
14. Click on Finish
15. Log in to your CentrixOne account
16. Click on the Settings module
17. Click on the Mailbox Sync view
18. Click on Synchronize now
19. Enter your email address
20. Click on Log in
21. Click on Sign in with Google
22. Wait for the login to complete
23. check the Use this email address to synchronize my calendar box
24. Select the correct calendar from the list
25. Click on Save

How do I synchronize an IMAP mailbox with CentrixOne? #

To find your servers (IMAP and SMTP) and port numbers, please refer to this guide.

1. Click on the Settings module
2. Click on the Mailbox Sync view
3. Click on Synchronize now
4. Enter your email address
5. Click on Log in
6. Click on Select a different provider
7. Click on See all providers
8. Click on Custom IMAP settings
9. Enter the password to log in to your mailbox
10. Select your IMAP server and port number
11. Select your SMTP server and port number
12. Click on Log in
13. Wait for the login to complete

Please note that calendar synchronization is not compatible with this type of mailbox.

Can i synchronize a 2nd mailbox? #

By default, you can synchronize only one mailbox per user. However, there is a special plan available (at a lower cost) to enable you to activate a 2nd user who will be used solely to synchronize the 2nd mailbox. If this suits your needs, please contact us (success@centrix.one) to further discuss.

Where can I see synchronized emails? #

When the system detects that the contact’s email address is the recipient or is in CC or CCI of an email in your synchronized mailbox, it will display this message in the contact’s CRM card.

How to access:

1. Click on the Contacts module
2. Search for the appropriate contact, then click on its name
3. In the Activity section, click on Synchronized emails

You can also get an overview of the email exchanges sent to all the contacts in a company (account) via the Synchronized emails tab in the account card.

How can I view messages from another user’s mailbox? #

To improve communication between departments, it may be helpful to allow your users to view their colleagues’ email exchanges. This way, everyone can check with whom the contact has recently communicated and the subject of their exchange.

Bear in mind, however, that a single user can view the contents of up to 25 mailboxes. Also, if you have many messages to display in the Synchronized Emails tab, its loading time will be longer than usual.

To activate special permission:

1. Ensure that all relevant users have synchronized their mailboxes with CentrixOne
2. Configure your hierarchy (if necessary, refer to this guide)
3. Determine the desired level of visibility for each user (see below)
4. Write to us at support@centrix.one specifying the level of visibility for each user so that we can complete the configuration

Visibility levels

The user can see:

• Level 0: their email exchanges only
• Level 1: their exchanges and those of users below them in the hierarchy (their employees)
• Level 2: their exchanges, those of users below them and on their level in the hierarchy (their employees and their equals, but not the employees of their equals)
• Level 3: their email exchanges, those of users below them, on the same level and below their equals in the hierarchy (their employees, their equals and the employees of their equals)
• Level 4: their exchanges and those of all other users