CRM Daily Work
Emailing a contact from the CRM
Writing and sending from the contact record, what gets recorded, and when to use your own mail client instead.
Last updated September 2, 2026
Compose Email on a contact writes and sends from your connected mailbox without leaving the record. The message is recorded on the contact as you send it, and the reply lands in the same history.
What you need first
A connected mailbox. Without one there is nothing to send from — the CRM does not send on your behalf from a system address, because a customer replying needs to reach a person.
What is recorded
- The email appears on the contact's Communications.
- It counts towards last contacted.
- It shows on the company roll-up, so colleagues can see the account has been contacted.
- Your email footer is added, if one is set up.
When to use your normal mail client
Anything long, anything with attachments, anything you want to draft over an afternoon. With your mailbox connected, sending from your own client records it on the contact anyway — so you lose nothing by writing where you are comfortable.