February 12, 2020

Here at Kommo, we make it easy to connect your email address so you can communicate with your clients and new leads through your Kommo account.

Connecting your Mailbox

To connect a Mailbox to Kommo, go to the Mail section and click “Settings” (in the upper right corner).


Then in the settings menu, click on Add email to connect your mailbox.


At this stage, you would fill in the email address field, and the system will automatically determine the provider. Next, you will need to enter the password for the email account or click on “Continue”, then you will be transferred to the email client page to confirm the connection. You also need to specify if you wish to connect the mailbox as “Personal” or “Shared” mailbox. The difference is described later in this article.

If you have a Firewall configured or a specific IP list allowed mailbox, you need to allow access to the addresses from which Kommo will send and collect emails (you can request a list by writing to us in the technical support chat (you would click the Profile Icon in the top left of your Kommo account, then click the “Contact Support” button).

Please note we do not support IDN domains. You can not specify the IP address of the server (for example, instead of

Mail is connected only by IMAP protocol for incoming mail, and by SMTP protocol for outgoing mail. Connection to other protocols, such as Post Office Protocol version 3 (POP3) or MAPI (Messaging Application Programming Interface) on which the Microsoft Exchange server is running is not supported.

After connection, import of emails from your email account will begin. This process occurs in the background, so you can continue to work. The system will render the last 500 emails (per month). After importing the mail will be synchronized in automatic mode once every 15 to 30 minutes and will appear in your Kommo account.

How often is the mail synchronized in Kommo?

System mail @ is synchronized within an hour. Your connected boxes are synchronized every 15 to 30 minutes.

We receive emails and process only two folders: “Inbox” and “Sent”. Other folders are not synced.

When sending a message from the integrated external mailbox, the letter will be displayed in the Contact card. We accept emails only from direct customers, and do support use of mail forwarding (“email alias”) or letter collectors.

Personal and Shared mailboxes difference

Shared mailboxes are mailboxes that can only be connected by the account administrator. These mailboxes are available for use to all users who are allowed access in the “Settings” – “Users” section and have a tick in the “Mail” for access to Shared Mailbox.

Personal mailboxes are mailboxes that can be connected by any user. Only the user that connected this mailbox will see the emails from this mailbox in Kommo, however a user that connected their mailbox as personal can choose to share their mailbox with account administrator. In this case, both the user that connected the personal mailbox and the account administrator will see emails of this personal mailbox.

After connection of any type of mailbox whether it’s personal or shared can be changed in the settings menu in the Mail section of Kommo.

Thread of Emails and Logic of displaying Emails

The mail system in Kommo automatically combines emails by several criteria, and this is:

  • the email address of the client with whom the correspondence is going is the same
  • one subject of the letter.

In this case, in the “Mail” section such correspondence will form a thread. For each mailbox, the threads are formed separately.

Example: The mailbox is connected

Email conversation sequence:

  1. From to with the theme “Greeting from the company team”
  2. From to with the theme “Greeting from the team of the company”
  3. From to with the topic “Question about the product”
  4. From to with the topic “Question about the product”

Will be combined into threads:

  1. Letter 1 is grouped by and “Greeting from the company team”
  2. The letter 2 is grouped according to and “Greeting from the collective of the company”
  3. The letter 3,4 is grouped by and “Question on the goods”

You can disable the gluing of emails into threads by going to the mailbox settings (in the Mail section – click on the upper right “Settings” – select the desired mailbox and clear the checkbox “Group messages into threads”.

Smart email addresses

These mailboxes are system (artificial) – they do not have a login / password, settings and can not be deleted. They exist together with the account. – The letter will be displayed in the contact card, lead, or customer.

This mailbox is needed in case you do not integrate mail into Kommo, and you would like to forward particular emails to your Kommo account. For this you just need to enter the address of such emails in the “CC” or “BCC” field when sending an email from your external email client.

There are also forwarding email addresses to create a new lead or new contact: – The email will create a new contact. – The email will create a new lead.

  • If a message is sent to an incorrect address (for example, it will not be added to the account.
  • Mailboxes only work when they are specified as a copy. If you specify an address in the hidden copy, the action won’t happen.
  • If the message is forwarded to the smart address, contacts will be created by the fields of the email from / to / CC, and not by the data of the sent message, which is simply inserted as content.
  • You can receive emails from forwarding email addresses that will be displayed in Kommo, however you can not send emails from this address.
  • If you change the name of the account, the forwarding email address will also change. In this case, emails that will be sent to the old address will go nowhere.


You can create Templates to simplify your work with email. To create your first email template to do the following, you would open Mail then go to the Settings section, and click on “+ Add a template”. You will see the modal window open.


Here you can either use HTML markup or go with a simple text format. To use your template with HTML markup tick checkbox at the bottom “send email with HTML markup”.

You can also use fields from the leads, and Kommo will automatically grab the data. For this you’ll need code of the field like {{}} or the newly introduced {{contact.first_name}}. These fields can be found while creating an email template or chat template.

Deleting emails

When you delete a message from Kommo, the message is not deleted from the mail server. These letters will be sent to the “Deleted” folder.

Removing messages from the mail server, it will remain in Kommo (provided that it has already been added to the system before it is deleted).

But, if the message contains an attached file, in this case if the message is deleted on the mail server, the file will no longer be available.

Letters in the Deleted Items folder.

  1. Are stored for 30 days
  2. Only available to Account Administrator

Deleting Mailboxes

To delete a mailbox, you need to open the “Mail” section, click the “Settings” button on the top right side and select the mailbox that you want to delete. Click “Disconnect mail” – select “Delete Emails”.

In this case, the note notes will remain in the card, but will be unreadable (they will only be available on your server).

If you want to temporarily disable or re-enter the password, you need to disconnect the mailbox and select to “keep the email”, in which case the mailbox is disconnected without deleting the messages. Then, the letters will remain in the system.

🏆 Related use cases

Need more help in setting up or troubleshooting? Contact us by sending an email to or write to us on Facebook.

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