Add an email to the CRM

Link an email to a customer’s record so your team sees it in the customer’s history. A record is one entry in Mesy, such as one customer, one company or one deal. A linked email shows on the record’s Emails tab and its Timeline.

You link emails in Inbox › All mail. The buttons on an email are small icons. Hover over an icon to see its name.

Find emails that aren’t in the CRM yet

The In CRM filter at the top of All mail has three settings:

1. Click In CRM once. The list shows only emails linked to a record you can see.
2. Click it again. It now reads Not in CRM and shows emails that aren’t linked to any record you can see.
3. Click it a third time to show all emails again.

The filters only show on a computer, not on a phone.

Link an email to a record

To link an email to a record you already have:

1. In All mail, click the email to open it.
2. In the icon row beside the subject, click the link icon (Link to record).
3. At the top of the Link email to record window, click the kind of record you want, such as your contacts or deals.
4. Type a name in the search box.
5. Click the record. Mesy shows “Email linked to Tan Wei Ming”.

The record’s name now shows as a small tag in the Linked Records box under the email. The tag also shows under the email in the list. Click a tag to open the record.

Link the same email to more than one record if it concerns several customers.

Add a new sender as a contact

When an email isn’t linked to anything yet, add the sender to Mesy as a new contact.

Mesy doesn’t add the contact straight away. It shows a confirm card, a box that shows what Mesy will add. Nothing is added until you approve it. Approvals is the page that lists everything waiting for you.

1. Open the email, or hover over it in the list.
2. Click the person icon with a plus sign (Add sender to CRM). Mesy prepares a confirm card for the new contact.
3. Find the card under Needs you on this thread in the open email, or on Approvals.
4. Click the card’s name to open it.
5. Check the details, then click Approve 1 record. Mesy creates the contact and links the email to it.

Mesy takes the name and email address from the email. It also reads the sender’s signature for details such as job title, phone number and company. If that company isn’t in Mesy yet, the card adds it too. In that case, the card says “→ 2 records” before you open it. Inside, the button reads Approve 2 records. The email is linked to every record the card adds.

To add the contact without opening the card, click Approve on the card. Click Skip if you don’t want the contact. If the card shows Review instead of Approve, some required details are missing. Click Review, fill them in, then click Approve 1 record.

Let Mesy link emails for you

Your admin decides whether Mesy links emails by itself. The setting is Email linking in Admin › Models. It starts as Off, so you link every email yourself.

With Suggest on, Mesy does three things:

• Mail you send to someone already in Mesy links to their record straight away.
• Mail you send to a new address brings up a confirm card offering to add that person as a contact. Mesy offers you each address only once.
• Mesy AI (the AI you chat with in Mesy) reads mail you receive from people already in Mesy. When it thinks an email belongs on their record, it suggests the link.

Mesy skips mail you send to more than 5 people outside your team. It also skips calendar invites.

Mesy checks emails you received in the last 7 days. You only see suggestions for your own mailbox.

Accept or dismiss a suggested link

A suggested link is a tag with a dashed border. Hover over it to read why Mesy suggested it. Nothing is linked until you accept.

Accept or dismiss a suggestion from any of these places:

• In the list, hover over the tag, then click the tick to accept or the X to dismiss.
• In an open email, click the tick or the X beside the suggestion in Linked Records. Each suggestion there is marked suggested.
• On a record’s Emails tab, click Accept or Dismiss under Suggested by AI.

To answer many at once:

1. At the top of All mail, click the Suggested filter. The list shows only emails with a suggestion, and a bar above it says how many suggestions are in view.
2. Click Accept all or Dismiss all. This answers every suggestion counted in the bar. Mesy shows how many it accepted or dismissed.
3. Scroll down and repeat if more suggestions appear.

The Suggested filter only shows when your admin has chosen Suggest.

Remove a wrong link

To take an email off a record:

1. Open the email.
2. In the Linked Records box, click the X beside the record’s name.
3. Click Unlink to confirm.

The email no longer shows on that record’s Emails tab or Timeline. It stays in your mailbox. To remove a link from the record instead, see Work a record.

Make a task from an email

To create a follow-up task from an email:

1. Open the email, or hover over it in the list.
2. Click the checkbox icon (Create task from this email).
3. Edit the Task title if you want. It starts with “Follow up:” and the email’s subject.
4. Pick a Due date if you want one.
5. Check the line under Due. It names the record the task links to, such as “Links to Tan Wei Ming”.
6. Click Create task. Mesy shows “Task created on Tan Wei Ming”.

If the email has several linked records, the task links to the first one. If it has none, the task isn’t linked to a record and Mesy shows “Task created”.

The task stays in Mesy. It isn’t added to Gmail or Outlook. For more on tasks, see Create and track tasks.

If something doesn’t work

• You don’t see Add sender to CRM. The email is already linked to a record, you sent it yourself, or it’s in a shared mailbox (an inbox your team uses together, such as sales@).
• A sent email didn’t add anyone. First check that your admin has chosen Suggest under Email linking in Admin › Models. With Off, Mesy never offers new contacts from mail you send. If it’s on, open the email and look under the subject. If Mesy can tell why, a Not auto-added to CRM tag gives the reason. For example, the person is on your team, or Mesy already offered to add them.
• Approvals says “Email linking is off, so suggestions won’t arrive.” Ask your admin to choose Suggest under Email linking in Admin › Models. The link in that message opens the Organization tab, but the setting is on Models.
• Approvals says auto-linking is paused. Mesy pauses after checking 200 emails for your business in a day. It also pauses when your business has used 90% of its monthly AI allowance. A daily pause ends tomorrow. A monthly pause ends next month, or when your business’s AI allowance is raised. The banner may still say “daily limit”. Check your notifications to see which it is.