Quick and easy shortcut to get a new referral from Inbox straight onto the pipeline

Learn how to quickly add manual email referrals from solicitors into Zoho CRM directly from your Zoho Mail inbox.

May 21, 2026 By Carmel Coman

This guide outlines how to process manual referrals received via email from solicitors directly into the CRM without leaving your Zoho Mail inbox. Using the built-in CRM sidebar integration saves time and minimizes context switching between tabs.

This workflow applies to administrators and intake staff who manage new client enquiries that originate via direct email rather than through the online booking portal.

Open and Associate the Email

Step #1: Open the email containing the new referral in your Zoho Mail inbox. — Open the email containing the new referral in your Zoho Mail inbox.

Step #2: Click the Zoho CRM icon in the right-hand sidebar to open the integration panel. — Click the **Zoho CRM** icon in the right-hand sidebar to open the integration panel.

Step #3: Click Yes, associate to link the email to the sender's existing contact record in the CRM. — Click **Yes, associate** to link the email to the sender's existing contact record in the CRM.

Always check the Referrals section in the sidebar first to ensure a referral record hasn't already been created for this client before starting a new one.

Enter Referral Details

Step #4: Scroll to the Referrals section and click the + (Add) icon to create a new referral directly from the email. — Scroll to the **Referrals** section and click the **+ (Add)** icon to create a new referral directly from the email.

Step #5: Copy the solicitor's reference from the email body and paste it into the Solicitor's Reference field. — Copy the solicitor's reference from the email body and paste it into the **Solicitor's Reference** field.

Update the Referral Name field with the client's first and last name.

Step #7: Select the correct jurisdiction from the Location dropdown menu (e.g., Northern Ireland or ROI). — Select the correct jurisdiction from the **Location** dropdown menu (e.g., Northern Ireland or ROI).

Step #8: Set the Pipeline to Litigation Referrals. — Set the **Pipeline** to **Litigation Referrals**.

Step #9: Select Enquiry from the Stage dropdown. — Select **Enquiry** from the **Stage** dropdown.

Step #10: Choose the appropriate service from the Type of work requested dropdown (e.g., PI Assessment & Report). — Choose the appropriate service from the **Type of work requested** dropdown (e.g., PI Assessment & Report).

Step #11: Set the Adult/Minor field based on the client's date of birth provided in the email. — Set the **Adult/Minor** field based on the client's date of birth provided in the email.

You must fill out all fields marked with a red asterisk. The system will not allow you to save the referral if essential information is missing.

Step #12: Click Save to create the record. — Click **Save** to create the record.

Verify in Zoho CRM

Once the referral is logged from your inbox, it is immediately available for your team to begin processing.

Step #13: Open your Zoho CRM tab to verify the new entry. — Open your Zoho CRM tab to verify the new entry.

Step #14: Navigate to the Litigation Referrals pipeline to confirm the client appears in the active Kanban board. — Navigate to the **Litigation Referrals** pipeline to confirm the client appears in the active Kanban board.

Pipeline Breakdown

When creating a new referral, it's critical to route it to the correct pipeline so it's managed appropriately.

Pipeline	When to use	Source
Litigation Referrals	Standard manual referral processing	Direct email requests to the inbox
Online Bookings	Automated scheduling flows	Submissions made through the web portal

FAQ

Q: Why do new manual referrals always default to the "Enquiry" stage?

A: All new manual referrals start their journey in the Enquiry stage because they typically require you to review the request and gather more information before you can proceed with a formal appointment offer.

Q: What should I do if a referral already exists in the sidebar for the client?

A: Do not create a duplicate referral. Simply associate the incoming email with the existing record and update the ongoing file if necessary.

Glossary

Term	Definition
Manual Referral	A referral request submitted manually via direct email from a solicitor, rather than an automated online form.
Association	The process of linking an incoming email in Zoho Mail to an existing contact or referral record in Zoho CRM.
Enquiry Stage	The initial pipeline step indicating a referral has been received but requires review before an appointment is offered.