Viewing Email History in your Contact Records

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No more switching to your email program to see the message you received from John Smith about his listing. Now all you have to do is tell Top Producer CRM where you get your email, and then the messages you’ve sent and received in these accounts will automatically appear in the appropriate Top Producer CRM contact records! Convenient, isn’t it?

An important heads up: This integration doesn’t copy your email, but rather provides a live look at the received messages in your email account. So, if you delete a message from your email account, the message won’t appear in Top Producer CRM.


Will this work with my email?

This feature plays well with Gmail and all email providers that use IMAP. (Yahoo!, AOL, Outlook.com, Mail.com and GMX all use IMAP.)

If you’re using Outlook or Apple Mail to check your email, it’s easy to find out if you have an IMAP account:

Outlook

Remember, this feature supports IMAP. If you have an Exchange account, ensure you or your administrator has enabled IMAP. If you are using POP3, chances are your email provider also supports IMAP. Contact them and ask about switching to IMAP.

Outlook 2013:

Go to File > Account and Social Network Settings > then click Account Settings. Check the Type column to see if you’re using an IMAP account.

Outlook 2010:

Go to File > Account Settings > then click Account Settings in the sub-menu. Check the Type column to see if you’re using an IMAP account.

Outlook 2007:

Go to Tools > Account Settings. Look in the Type column to see if you’re using an IMAP account.

Outlook 2003:

Go to Tools > E-mail Accounts > click View or change existing e-mail accounts > click Next. Look in the Type column to see if you’re using an IMAP account.

Apple Mail

In Apple Mail, go to Mail > Preferences. Click Accounts at the top of the page > select your account > view the Account Type on the right. If it’s IMAP, you’re good to go.

Still don’t know if your email provider uses IMAP? The FAQs below contain details on a few providers (like GoDaddy and Outlook.com), or you could contact them to find out for sure.

If using one of the providers listed below, we have a few additional recommendations:

Mail.com

In your Mail.com email settings, select the POP3 & IMAP from the menu on the left. In the POP3 & IMAP settings page, ensure that POP3 and IMAP are enabled by clicking Enable POP3 now! or Enable IMAP now! if not already enabled.

AOL

In your AOL account settings, click Account Security from the menu on the left. Ensure that Allow apps that use less secure sign in is set to on.

Yahoo!

In your Yahoo! account settings, click Account Security from the menu on the left.

  • Two-step verification is not enabled: Ensure that Allow apps that use less secure sign in is set to on.
  • Two-step verification is enabled: Click Generate app password. Select Other App, enter a custom name and click Generate. Use the provided app password as your Yahoo! Mail password when asked to sign in later.


How to set this up

Required: If you have multiple Gmail accounts, make sure you sign in to the account you want to add first.

In the Settings area, go to Email > Email Accounts > enter your email address > click Add Account.

account-setup

If you’re using Gmail or another recognized IMAP email provider, sign in (if prompted), grant access (if requested) and off you go!

Microsoft email users (i.e. Outlook.com, Hotmail.com) and Yahoo! Mail users may need to enter their server information manually if the sign in process fails at this step.

Microsoft email (Outlook.com, Hotmail.com)
  1. Log into your email account and click the Settings icon account-setup in the top right corner.
  2. Click View all Outlook settings

    account-setup

  3. Click Sync email from the menu on the left.

    account-setup

  4. Scroll to the bottom and make note of the IMAP server name and port # under IMAP setting, as well as the SMTP server name and port # under SMTP setting.

    account-setup

  5. From the Top Producer Settings area, go to Email > Email Accounts > enter your email address > click Add Account.
  6. Click Not using IMAP?, then click Other.
  7. Enter your email address, password, IMAP server name, IMAP port #, SMTP server name and SMTP port number into their appropriate fields, then click SIGN IN.

Yahoo! Mail
  1. From the Top Producer Settings area, go to Email > Email Accounts > enter your email address > click Add Account.
  2. Click Not using IMAP?, then click Other.
  3. Enter your email address, password, IMAP server name, IMAP port #, SMTP server name and SMTP port number into their appropriate fields.

      IMAP Server: imap.mail.yahoo.com
      IMAP Port: 993
      SMTP Server: smtp.mail.yahoo.com
      SMTP Port: 465
    
  4. Click SIGN IN.

If you’re still having difficulty setting up email history, we’d be happy to help! Call us at 1-800-830-8300 or click Chat now in the bottom right corner of this page.


How to view a contact’s email history

Once you’ve set this up, you can view the communication history from the contact record’s Email History tab in Top Producer CRM on your desktop.

email-history-contact-record

And you can also view the communication history from the Email History tab in Top Producer CRM on your mobile device!

mobile-email-history

FAQs

Now that I have a history of my email in Top Producer CRM, can I delete the email from my email program?

Not if you want a record of the messages! Any email you delete in your email program will no longer appear in Top Producer CRM. This integration doesn’t copy email, but rather provides a live look at the received messages in your email account.

If you don’t care about keeping a record of certain messages, go ahead and delete them.

GoDaddy is my email provider. Can I use this feature with my GoDaddy account?

Yes, IF you subscribe to the Unlimited Business plan, which uses IMAP. See the GoDaddy site for more info.

I have a Hotmail account. Can I use this feature with my Hotmail account?

Yes, this feature works well with Outlook.com, which includes hotmail.com, live.com and outlook.com.

Where can I view the communication history for a contact?

From the contact record! Just open the contact’s record > from the Summary tab, click Email History.

email-history-tab

There are multiple tabs within the Email History tab in the contact record—Top Producer Email and one for each of my email accounts. What do these tabs display?

The email account tabs displays email you send and receive from any external accounts that you’ve set up (see How to set this up above).

The Top Producer Email tab displays:

  • Email you’ve sent from the Follow-up Coach.
  • Any mass emails you’ve sent, as well as email sent using Top Producer Email.
  • Emails sent using the Activity and Plan features.
  • Email copied using the Link to Contacts feature in Top Producer Email.
  • Email copied using Outlook and Google Sync.

Note: If you’ve sent an email on your mobile device and wrapped it up, this won’t appear on the Top Producer Email tab, but can still be viewed from the contact record’s Activities tab.

email-history-contact-record

Will email sent from the Follow-up Coach appear on the new Email History tab?

Yes! These emails will appear on the Email History > Top Producer Email tab.

I'm used to viewing my email history on the contact record's Activities tab. Should I still view the history there, or will all of this history now appear on the Email History tab?

Almost all of the email history you used to view on the contact record’s Activities tab now appears on the Email History > Top Producer Email tab as well. The only item that won’t appear on the Top Producer Email tab is email you’ve sent from your mobile device that you’ve wrapped up. These will only appear on the contact record’s Activities tab.

For details on what will appear on each tab, see the “There are multiple tabs within the Email History…” FAQ above.

I'm completely confused. There's Google Sync, Outlook Sync, Top Producer Email and multiple different ways to copy email to related contact records. How are these different from Email History?

We understand your confusion! The table below provides details on each feature, but to summarize, unless you are using a POP3 account, or care about keeping records of email you delete in your email program, the Email History feature is the easiest way to view your communication history in your related contact records. All other methods require you to copy email on a per-email basis, which can be tedious.

Feature What you can do Why you should use it
Email History View your email history. Just add your email accounts and, like magic, all related emails appear in the associated contact records.

When it comes to viewing email, this is the easiest method, since it’s automatic and you don’t have to copy on a per-email basis.

The only reason you wouldn’t use it is if you’re using a POP3 account, or you want to keep records of deleted email. Since this displays what’s in your account—and doesn’t copy it—email you delete from your email program won’t appear in Email History.

Top Producer Email

Send/receive email from within Top Producer, using an @topproducer.com or POP3 account.

Copy email to related contacts using the Link to Contacts functionality.

Use to send email from within Top Producer CRM.

It’s only recommended to copy email using this method if:

  • You still want email history from the account you’re using with Top Producer Email. (The Email History feature supports Gmail and IMAP accounts, and the account you’re using with Top Producer Email uses POP3.)
  • You want to keep records of deleted email. Since this displays what’s in your account—and doesn’t copy it—email you delete from your email program won’t appear in Email History.
Google Sync

Sync your Google contacts and calendar with Top Producer CRM.

You can also copy email you send/receive in Gmail to Top Producer CRM for your records.

Use to sync your calendar and contacts with Top Producer CRM.

It’s only recommended to copy email using this method if you care about keeping records of email you delete in Gmail. Since Email History displays what’s in your account—and doesn’t copy it—email you delete from Gmail won’t appear in the Email History.

Outlook Sync

Syncs your Outlook appointments and contacts with Top Producer CRM.

Email integration:

  • While composing email in Outlook, you can search your Top Producer contacts and add them to the recipient list.
  • Copy email you send/receive in Outlook to Top Producer CRM.

Use to sync your calendar and contacts with Top Producer CRM, and add Top Producer contacts to the email you send in Outlook.

It’s only recommended to copy email using this method if you care about keeping records of email you delete in Outlook. Since Email History displays what’s in your account—and doesn’t copy it—email you delete from Outlook won’t appear in the Email History.

Will this feature copy email to my Top Producer CRM contact records?

No, this doesn’t copy email to Top Producer CRM. It just provides a live look at the sent and received messages in your email account.

Do I still need to copy email using Google Sync, Outlook Sync or Top Producer Email?

See the “I’m completely confused” FAQ above for more details, but basically, unless you are using a POP3 account, or care about keeping records of email you delete in your email program, the Email History feature is the easiest way to view your email communication history. All other methods require you to copy email on a per-email basis.

If I delete an email in my account, will it still appear in my Top Producer CRM contact record?

No, since this feature just displays what’s currently in your email account, the deleted email will no longer appear in Top Producer CRM.

Which folders in my email accounts will you look at when determining which email to display?

Folders with received emails not flagged as spam.

Can I view my email history from the mobile version of Top Producer CRM?

Yes, the mobile version got a new Email History tab too!

mobile-email-history

For details, see Viewing Email History on Your Mobile Device.

Can I reply to or forward an email when viewing the history in Top Producer CRM?

No, currently you can only view the email and any attachments from within Top Producer CRM.

Can I print a batch of emails at a time?

No, the closest you can do is to bring up an email thread/conversation > click CTRL+A on your keyboard to select all of the text > copy (CTRL+C) and paste (CTRL+V) this into a document where you can print.

I've added my email account and everything was working fine, but now I can't view the latest email history and the Status in the account setup says Invalid Credentials. Why is this?

It’s likely that the permissions you granted Top Producer CRM have been revoked. All you have to do is delete the account and then add it back in the Email Accounts area in Settings.

invalid-credentials

How do I stop email from a specific account from appearing in Top Producer CRM?

Delete the account from the Settings area in Top Producer CRM! This won’t affect the emails in your email account. Top Producer CRM just won’t display emails from this account anymore.

delete-account

Login to view email history.


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