Let me share a quick win that made a huge difference for a tutoring company we worked with recently, and it might just fix an issue you've run into without realizing there's a better way.
Watch to Learn More About Custom Email Fields in Zoho CRM
The Problem: Important Emails Were Getting Lost
This client works with high school students, but their CRM records had more than just one email address. Most student records included:
- A personal email for the student
- One or both parent emails
- Sometimes a backup or alternate contact
Depending on the week, the tutors might get emails from mom, dad, or the student themselves. But here’s the catch: Zoho CRM was only showing email history related to the primary email address on the record.
If a tutor emailed the student, that email showed up in the record. But if they replied to the parent instead — crickets. Nothing logged.
That meant:
- Tutors were missing context in conversations
- Emails weren’t showing up in the related list, even though they were part of the client record
- Communication KPIs were off, making it look like tutors were doing less than they actually were
The Fix: Turn On “Custom Email Preference”
Here’s where things got better — and fast.
We jumped into Setup > Channels > Email, and toggled on a setting called “Custom Email Preference.”
What this does: Allows Zoho CRM to show emails sent to any email address on a record, not just the primary one
Suddenly, emails to mom, dad, or the student — all showed up in the record’s related list.
Bonus Win: Cleaner Reporting & Higher KPI Scores
Once the emails were properly tracked, the company’s CRM dashboards started telling the real story:
- Tutors could finally see the full email history at a glance
- “Communication” KPIs became accurate, since every email was now counted
- Managers could coach their team based on actual data, not assumptions
Why This Matters for Small Business CRM Users
Whether you're managing students, clients, or customers — there's a good chance you're emailing multiple contacts about the same record.
If you're only seeing a partial history, your team might be working blind. But with this simple Zoho CRM setting, you can:
- Get better visibility
- Eliminate email confusion
- Improve reporting accuracy
Got a Zoho CRM Head-Scratcher?
I’m Jozette from TechnoMap, and if you’re thinking, “There’s got to be a better way,” I’d love to help you find it.
We turn everyday CRM frustration into easy-to-use workflows that actually make your business better.
Reach out to work with me, or follow along for more Zoho tips!
