Close will automatically filter out any intra-organization emails. You can also filter out external email addresses or domains by request.
Which emails are added in Close?
Once you've hooked up your IMAP account to Close, it will start automatically linking sent & received emails to the appropriate leads & contacts in your organization, even if those emails were sent outside of Close.
Which emails are synced?
Close attaches any incoming and outgoing emails to a lead where a matching email address is present as part of the contact in Close. Close also associates replies to emails coming from a different email address. For example, when you email a lead and get a reply from a different email address, the reply will be associated with your lead, so you don't need to forward it to Close manually. Note this doesn't work if an email was sent to two or more leads with different email addresses, as it wouldn't be possible to assign the reply to the correct lead.
Simply import your leads/contacts and enter your email credentials, and relevant emails will be synced. If you don't have another way to import all your sales contacts, consider doing an "export" of your sales-related email contacts from Gmail or any other email program.
If you prefer to exclude certain email domains (e.g. your company domains) from Close, please email support. By default, Close excludes your main company domain which you used to sign up for Close, and any domains that are associated with your connected email accounts.
Historical import of old emails
Your existing emails are automatically imported into Close once a contact's email address is added. There's no manual historical import needed – just wait a few minutes and your past conversations should appear! Note that if you've just connected a large email account, it may take several hours until historical emails are fully synced.
If your teammate sent you a test email, but it didn't show up in Close, it was probably due to internal email filtering.
We deliberately filter out intra-organization emails due to privacy reasons through the
internal emails/domains setting on our end. By default, the domain you signed up with is added as your internal domain, as well as the email addresses for other Close users in your Close organization.
- Bob, Karen, and Sue are coworkers at Acme Company
- Bob is a Close user and uses
- Karen is a Close user and uses
- Sue is not a Close user and uses both
Internal emails/domains added by default:
Will it be synced in Close?
In this example, even though Sue is not a Close user, her
email domain prevents emails from
email@example.com from being synced. Emails from
firstname.lastname@example.org are also not synced because even though Karen isn't using the @acme domain, she is a Close user in Bob's organization, and therefore email between them will not be synced.
If you need to adjust these internal emails/domains please reach out to email@example.com
Close supports the ability to filter out specific email addresses or domains for privacy reasons by contacting Support. However, this service is only available to Admins on Professional and Business plans.
Examples where this is valuable:
- You have emails with investors or board members that you don't want syncing into Close for your whole team to see.
- You don't want to sync emails with an employee's personal email address.
These emails and/or domains will be filtered out even if someone tries to add the email address to a Contact in Close.
Close will not sync an email:
- if even one of the senders/recipients is on the filter list, or
- if all of the senders/recipients are within the internal list
Senders and recipients are defined in
Someone replied to my email but their reply doesn't show up in Close, why?
This may happen if the contact is replying with a different email address. In this case, you have to manually assign the new email address to the lead. To retroactively assign the email to the lead, make sure you first add their new email address to the lead, and then forward the email to the Close organization email. See the article on forwarding email to Close for more information on how email forwarding works.