📥 Incoming Email Sync
📥

Mail Pro can automatically sync incoming emails to Odoo, creating CRM Leads or Helpdesk Tickets.

Prerequisites

Before enabling incoming sync:

  1. A notification mailbox exists - the tick box on the mailbox that sends the system email; incoming sync waits for it
  2. The mailbox has working credentials - on Microsoft 365 the owner's own sign-in; on Gmail and IMAP/SMTP the address's own account

Enabling Sync

  1. Go to Settings → Technical → Email → Mail Pro → Mailboxes (the arrow on step 3 of the checklist)
  2. Open a mailbox
  3. Replies to email sent from Odoo always land on the record they answer, with no setting at all. On the Sync Settings tab, pick a Sync level for the rest. Each level keeps strictly more than the one above it:
    • Replies, in Odoo only (default)
    • Replies, in Odoo and your mail app - your own replies are read back from the Sent folder and land on the same record
    • Replies and new email, existing contacts only - new conversations started by people who are already contacts
    • Replies and new email, everyone - new conversations from strangers too, who become contacts. Mail you start from your own mail app never enters, whatever the level: only your replies do.
  4. On Microsoft 365, set the Owner whose sign-in reads the mailbox
  5. Configure routing (see below)
  6. Save

Routing Configuration

Team Selection

Select a Team (alias) to route emails to:

  • CRM Team → Creates Leads
  • Helpdesk Team → Creates Tickets
  • Sales Team → Creates Opportunities

Contact Type Routing (from anyone)

When Sync Other Email accepts mail from anyone, configure routing per contact type:

Contact Type Example Routing
Known Partner Existing customer Follow partner settings
Unknown External New inquiry Create Lead
Internal Employee Skip (not synced)

Sync Behavior

What Gets Synced

  • Inbox: Incoming emails
  • Sent Items: Outgoing emails (for threading)

Filtering

  • Internal domains: Required, set once in Settings → Mail Pro. Odoo suggests them from your mailboxes and company email; nothing syncs until the list has at least one entry
  • Internal users: Employees with Odoo accounts are excluded
  • Block list: Per-contact exclusion

Timing

  • Sync runs automatically every 1 minute
  • Set Sync Start Date to import historical emails
  • Default: sync from module activation date

Block List

To exclude specific contacts from sync:

  1. Open the contact's form
  2. Go to Email Sync tab
  3. Enable Block Email Sync

Emails from blocked contacts are skipped across all mailboxes.

Monitoring

Check sync status:

  1. Mailbox health status - Green/Yellow/Red indicator
  2. Logs - Search for [Incoming Mail] in system logs
  3. Scheduled Actions - Check "Mail Pro: Fetch Incoming Mail"