If you're using Zoho CRM to send emails, whether that's individual emails, workflow-triggered emails, or mass emails, it's worth understanding what your email credibility is, since it directly affects whether your messages reach the inbox or get filtered as spam.
What email credibility is
Email credibility is a measure of reputation that internet service providers assign to incoming email, based on the sending IP address, to decide whether it's trustworthy enough to deliver to the inbox rather than spam. Because Zoho CRM shares sending infrastructure across many organisations, one organisation's poor sending practices can hurt deliverability for others using the same infrastructure, which is exactly why Zoho monitors and reports on this.
The Email Credibility dashboard
Available to administrators on all paid editions, under Setup, then Emails, then Email Deliverability, then the Email Credibility tab, this dashboard gives your organisation a credibility score from 1 to 100 based on bounce volume and spam complaints, with a score above 70 generally considered good. It also recommends specific actions to help you improve a poor score.
What counts towards your score
- Emails sent using Zoho CRM's built-in email functionality
- Emails triggered by automation, such as Workflow Rules
- Bulk emails sent through the mass emails feature
- Emails sent via a configured IMAP or POP3 mailbox where Email Insights is enabled, since these emails carry Zoho CRM's tracking link
- Emails sent through relay servers when Email Insights is enabled
Improving your score
Zoho's own recommendations include making unsubscribe links clearly visible and completable in one click, to reduce spam complaints, and regularly cleaning bounced addresses out of your sending lists rather than repeatedly emailing addresses that keep bouncing.
Note: Setting up email authentication, DKIM and SPF, on your sending domain also has a meaningful effect on how recipients' mail servers treat your emails. See our article on
setting up email authentication in Zoho CRM if you haven't already done this.
Need help? 1 Cloud Consultants can help you diagnose a poor email credibility score and put together an improvement plan for your sending practices.
Book a discovery call with 1 Cloud Consultants.
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