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Freshsuccess' Bcc feature allows you to capture email messages from Gmail, Outlook, or other email clients, directly in Freshsuccess.


Getting Started

To use this feature, first obtain your org-specific Freshsuccess Bcc address under IT Administration > Source Overview. Then, simply Bcc your org-specific address on any email message that you’d like to capture in Freshsuccess.



Note: You do not need to use the Bcc feature when sending messages from within Freshsuccess. Outgoing emails from Freshsuccess will be automatically recorded as interactions for the associated account. 


How Does It Work?

Freshsuccess receives any email message you Bcc with your org-specific Freshsuccess Bcc address.


Freshsuccess associates these email messages with accounts based on the "To", "From", and "Cc" addresses found in the message.


If the "To", "From", or "Cc" addresses match a contact in Freshsuccess, the message will be associated with that contact's account. If the "To", "From", or "Cc" match contacts in multiple accounts, the message will be associated with each account.


Typically, Bcc emails will appear in Freshsuccess within 10-15 mins.


Viewing Bcc Emails

Your Bcc emails can be viewed in:

  • Account Details > Communications tab (single account).
  • Dashboards > Communications page (multiple accounts).


Best Practices

Automatically Bcc Recipients

Some email clients offer an auto-Bcc feature that you can use to automatically include your org-specific Freshsuccess Bcc address on every message you send. There are also a number of third-party plugins available that can help you automate your Bcc process.


Capturing Replies

The Bcc email feature only captures messages you send, and each message is recorded as a separate interaction in Freshsuccess. To capture replies, enable the auto-forwarding feature in your email client to automatically send incoming messages to your org-specific Freshsuccess Bcc email. This will send all incoming messages to Freshsuccess, and any message with a matching "To", "From", "Cc" contacts will be associated with their respective accounts.


Please inform support@freshsuccess.com to get your verification link for the auto-forwarding setup. 


Forwarded Emails

Freshsuccess evaluates the latest "To", "From", and "Cc" addresses in a message -- not the original recipients. When a message is forwarded, only the current "To", "From", and "Cc" addresses will be used to match an account's contact in Freshsuccess.


See example ↓


Filtering Freshsuccess Users


In some situations, a Freshsuccess User may be a contact/user under a customer account. As a result, Bcc'ed emails from this Freshsuccess User will be associated with the account where the Freshsuccess User is also a contact. For example, let's say Freshsuccess User is a contact for Account X. When Freshsuccess User sends a message to Account Y, that same message will also appear under Account X. Remember, this is because Freshsuccess User is listed as a contact for Account X.


See example ↓


To avoid this, simply tell us the specific domain (e.g. yourcompanydomain.com) that we should use to filter out Freshsuccess Users from Bcc emails.


Common Examples

Account: ACME

  • Bob (bob@acme.com)
  • Kate (kate@acme.com)

Example 1: Message to Customer Contact

  • TO: bob@acme.com
  • FROM: csm@vendor.com
  • CC:
  • BCC: {org-specific Freshsuccess Bcc email address}


Result → Message will be associated with ACME account.


Example 2: Message with CC to Customer Contact

  • TO: colleague@vendor.com
  • FROM: csm@vendor.com
  • CC: bob@acme.com
  • BCC: {org-specific Freshsuccess Bcc email address}


Result → Message will be associated with ACME account.


Example 3: Forwarded Message

  • TO: boss@vendor.com
  • FROM: csm@vendor.com
  • CC:
  • BCC: {org-specific Freshsuccess Bcc email address}


Result → Message will NOT be associated with any account.


Unfiltered Freshsuccess User

Account: ACME

  • Bob (bob@acme.com)
  • Kate (kate@acme.com)

Account: BOARDLY

  • Freshsuccess User (csm@vendor.com)
  • John (john@boardly.com)


Example 4: Message to Customer Contact

  • TO: bob@acme.com
  • FROM: csm@vendor.com
  • CC:
  • BCC: {org-specific Freshsuccess Bcc email address}


Result → Message will be associated with ACME account and BOARDLY account.

Example 5: Message to Other Contact

  • TO: parker@beta.org
  • FROM: csm@vendor.com
  • CC:
  • BCC: {org-specific Freshsuccess Bcc email address}


Result → Message will be associated with BOARDLY account.


Filtered Freshsuccess User

Account: ACME

  • Bob (bob@acme.com)
  • Kate (kate@acme.com)

Account: BOARDLY

  • Freshsuccess User (csm@vendor.com)
  • John (john@boardly.com)


Example 6: Message to Customer Contact

  • TO: bob@acme.com
  • FROM: csm@vendor.com
  • CC:
  • BCC: {org-specific Freshsuccess Bcc email address}


Result → Message will be associated with ACME account.