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Mailbox

Connect your inbox to your CRM over IMAP

Connect your business inbox from any IMAP server, plus each sales rep’s own Gmail or Outlook. Customer emails land on the right contact automatically, attachments included, and you reply from DoubleScale without losing the thread.

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  • Any IMAP server, Gmail or Outlook
  • Checks for new mail every minute
  • Emails stay on your own site
Contacts › Felix Bauer › Emails
The Emails tab on a DoubleScale contact: emails received over IMAP and emails sent, with dates, opens, status and View, Reply and Resend actions
How it works

Connect it once and every reply finds its contact

Your email stays where it is. DoubleScale reads new messages and files each one on the contact it belongs to.

  1. 1

    Connect

    Add your shared inbox with its IMAP details, or connect Gmail or Outlook. Test the connection before you save.

  2. 2

    Match

    New emails are matched to contacts by the sender’s address. Unknown senders can become new contacts if you want.

  3. 3

    Reply

    Read the email on the contact record and reply from DoubleScale. Replies stay in the same thread in your customer’s inbox.

IMAP

Works with any mailbox that supports IMAP

Your web host, Zoho Mail, Fastmail, iCloud or your own mail server: if it supports IMAP, DoubleScale can read it. Gmail and Outlook can also connect with OAuth. Enter the server details once and DoubleScale checks for new mail every 60 seconds.

  • Standard settings: IMAP host, port (993 by default), SSL, TLS or no encryption, username and password.
  • Test before you save: Test Connection logs in and reports how many unread emails arrived today.
  • Nothing extra to install: the IMAP library ships with DoubleScale, so your server doesn’t need PHP’s IMAP extension.
  • Zoho Mail in one click: if you send through Zoho, its IMAP settings fill in for you.
The IMAP Configuration card in DoubleScale: Enable Inbox switch, Custom IMAP, IMAP host, port 993, SSL encryption, username, password and Test Connection
Personal email for sales reps

Link each sales rep’s own Gmail or Outlook

Every rep connects their own mailbox from Settings › Mailbox: click Connect Gmail or Connect Outlook and sign in with Google or Microsoft. No passwords to share, and their customer emails start landing on the right contacts.

Gmail Outlook Google Workspace and Microsoft 365 included
  • Sales reps send as themselves: replies from the CRM go out from the rep’s own address, with their own display name.
  • Emails from Gmail or Outlook count too: with Sync Sent Folder, emails a rep writes in their own email app are logged on the contact.
  • New leads go to the right rep: new senders can become contacts, and lead routing can make the inbox owner the contact owner.
  • Replies find the rep who wrote: when a customer replies to the shared inbox, the reply is credited to the teammate who sent the original email.
  • Every role can connect: sales reps, sales managers and the rest of the team each get their own Personal Email tab.
Settings › Mailbox › Personal Email
A sales rep's Personal Email settings in DoubleScale: connected as liam@brightlane.example with Gmail, display name, Sync Sent Folder and Auto-create Contacts

Plus one shared inbox for the business. Connect hello@ or info@ over IMAP, Gmail or Outlook, set its From name and Reply-To, and its emails reach the whole team.

Set up once by an admin. Gmail and Outlook sign-in uses your own Google Cloud or Microsoft Azure app, added in Settings › Mailbox › Email Provider Setup.

On the contact record

Every conversation, on the right contact

Received emails appear on the contact’s Emails tab and timeline, next to their deals, invoices, tickets and bookings.

  • Attachments saved: files arrive with the email and are stored on the contact.
  • Threads kept: replies are matched to the email they answer.
  • Replies count as opens: when a contact replies, the original email is marked opened, even if their email app blocked the tracking pixel.
  • Sent from Gmail or Outlook too: turn on Sync Sent Folder and emails you write in your own email app appear on the contact as well.
Received Email Details in DoubleScale: the reply from Felix Bauer with the message, a PDF attachment and a Reply button
Reply from the CRM

Answer without switching apps

Click Reply and the subject, recipient and thread are filled in for you. Your customer sees a normal reply in the same conversation.

  • Send as you or as the team: choose your personal address or the shared one.
  • Write with AI: draft the subject and message with your connected AI provider.
  • Opens and clicks tracked: see when the contact reads your email.
  • Delivered through your SMTP: emails go out through the SMTP connection set up in DoubleScale.
The Send Email dialog replying to Felix Bauer: From the shared address, the Re: subject filled in, a short message and Write with AI
You decide what gets in

New leads in, newsletters out

Choose whether a first email from someone new creates a contact. Keep automatic mail out of your CRM.

  • Auto-create contacts: a new sender becomes a contact, ready for your pipeline. Off by default.
  • No-reply addresses always skipped: noreply, mailer-daemon, postmaster and similar senders never become contacts.
  • Excluded domains: list newsletter and notification domains to ignore.
  • Lead routing: new contacts from a personal inbox can be assigned to the person who owns that inbox.
Mailbox options in DoubleScale: Auto-create Contacts with Excluded Domains, and Sync Sent Folder with the sent folder name
Automations

Let an email start the next step

The Email Received trigger starts an automation when a contact emails you. Filter by words in the subject or the message, and use both in your actions with merge tags.

Explore automations
TriggerEmail ReceivedSubject contains “invoice”
ActionAdd TagsBilling question
ActionCreate a taskReply to {{messaging:email_subject}}
Good to know

How the mailbox behaves

Checked every minute

New mail is fetched every 60 seconds in the background, for the shared inbox and every personal account.

Starts when you connect

Mail from before you connected is not imported, so your CRM isn't flooded with years of old email.

Marked read on the server

After DoubleScale processes a new email, it is marked as read in the mailbox, so a shared address works well as the CRM's inbox.

Unread count in the header

The Inbox bell shows new emails, SMS and WhatsApp messages, with filters and Mark all read.

Roles respected

Admins and CRM managers set up the shared inbox. Every CRM user can connect their own account.

Stored on your site

Emails and attachments are saved in your WordPress database and uploads, on your own server.

Included in every Pro plan

Mailbox is part of DoubleScale Pro on Basic, Plus and Agency, yearly or lifetime. No per-user or per-inbox fees.

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Works with
SMTP Send every email reliably. Automations Act on the emails you receive. Helpdesk Turn a support address into tickets. Email campaigns Newsletters to your lists.
FAQ

Mailbox questions

How the DoubleScale mailbox and IMAP sync work.

Which email providers can I connect?

Any mailbox that supports IMAP with a username and password, such as your web host, Zoho Mail, Fastmail or a self-hosted mail server. Gmail and Outlook (including Google Workspace and Microsoft 365) connect with OAuth, using your own Google Cloud or Microsoft Azure app. Personal accounts connect with Gmail or Outlook.

Can each sales rep connect their own email?

Yes. Every CRM user, including sales reps and sales managers, can connect their own Gmail or Outlook account under Settings › Mailbox › Personal Email. They send and receive as themselves, and their emails are filed on the right contacts. An admin adds the Google or Microsoft app once in Email Provider Setup.

How often does DoubleScale check for new email?

Every 60 seconds, in the background, through WordPress's task scheduler. On sites with little traffic, a real server cron job keeps the checks on time.

Will it import my old emails?

No. DoubleScale starts with the emails that arrive after you connect the mailbox. Old email stays in your mail account.

Does it replace my email app?

No. It brings customer emails into the CRM and lets you reply from there. You keep using Gmail, Outlook or any other email app; turn on Sync Sent Folder and the emails you send from them show up on the contact too.

Is this the same as the Helpdesk mailboxes?

No. The Mailbox files customer emails on contact records. Helpdesk mailboxes turn emails sent to a support address into tickets. You can use both.

Is Mailbox in the free plugin?

The free plugin sets the shared sending identity (From name, From email and Reply-To). Receiving email over IMAP, personal accounts and the Email Received trigger come with DoubleScale Pro on every paid plan.

Get started today

Run your whole business from WordPress

Start with the free plugin and add Pro modules when you need them. Unlimited contacts on every plan, and your data stays on your own server.

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