How to Use Email and Campaigns in the CRM

The Email section is a real two-way inbox tied to one connected mailbox for your account, plus a separate campaigns tool for sending to a batch of leads or clients at once. Both share the same template system.

Before you start: connecting a mailbox

Email won't do anything until a mailbox is connected in Settings > Email Setup — currently done via SMTP (your email address and an app password). If nothing is connected yet, both the inbox and compose screens will prompt you to finish that setup first.

The inbox

• Messages are split into two folders in the left sidebar: Inbox and Sent, each with its own message count.

• The message list shows Subject, From, To, CC/BCC, Status, and open-tracking info (whether and how many times it's been opened).

• Click a message to preview it in a resizable pane on the right — drag the divider to make it wider or narrower.

• The search box filters across subject, sender name, sender email, body text, and recipients.

• Reply is available from the preview pane or by double-clicking a message — both send you to Compose with the reply pre-filled and the original message quoted below your response.

• There's no separate Forward button — replying is the only quick action from the inbox itself.

• Select multiple messages with the checkboxes and use Delete selected to remove them in bulk.

• Use Refresh to pull in newly received messages.

Composing an email

• Fields: From name, Reply-To, To, Cc, Subject, and a rich-text body editor — no plain-text-only mode.

• There's no Bcc field.

• Attach files directly — each attachment is capped at 25MB, and you can remove one before sending.

• Use the {{ Merge }} dropdown in the body toolbar to insert contact fields like name or company directly into the message.

• Opening Compose from a lead's Send Email button pre-fills the To field with that lead's email automatically.

• If sending fails because your mailbox connection has expired or broken, you'll get a banner linking straight to Email Setup instead of a generic error.

Email templates

• Templates are managed separately in Settings > Email Templates — a dedicated list where you can create, search, and edit them.

• Both one-off Compose emails and Campaigns pull from this same template library, so anything you build once is reusable in both places.

The Campaigns list

• Columns: Name, Template used, Audience (a summary like "40 leads, 12 clients" or a segment description), Recipients, Sent count, Open rate, Click rate, Status, and Created date.

• Status values include Draft, Scheduled, Sending, Sent, and Cancelled.

• Double-click a campaign to open its full results.

• The search box filters by campaign name or template.

• There's no duplicate or pause action from the list itself — cancelling a scheduled or in-progress campaign, or deleting a draft, is done from inside the campaign's own detail page.

Building a campaign

• You always start from a Template — campaigns don't have their own free-text subject/body, so build or pick a template first.

• Choose your audience one of two ways:

  • Selected records — the exact leads and/or clients you'd already picked via the "Send Campaign" bulk action on the Leads or Client grid.

  • Segment — check Include Leads and/or Include Clients, then optionally narrow leads further by status or tag.

• Choose Send now or Schedule for later with a specific date and time.

• Save as a draft first if you're not ready to commit, or launch it directly.

• Every campaign email includes an unsubscribe link automatically, and open-rate tracking is approximate — some email clients block open tracking outright, so treat it as a directional number, not an exact count.

Reading campaign results

• Stat tiles show Recipients, Sent, Opened, Open rate, Clicked, and Click rate, plus a pending/failed count if anything didn't go out.

• A Links Clicked table breaks down clicks per individual link in the email, showing total and unique clicks for each.

• A per-recipient grid lists every recipient's email, name, delivery status, sent date, opens, clicks, and any error message for that specific send.

• From here you can Edit, Delete, or Launch a draft campaign, or Cancel one that's scheduled or currently sending.

A few tips

• Build your templates before you need them — since campaigns require a template up front, having a small library ready makes launching a campaign a two-minute job instead of a scavenger hunt.

• Use the Segment option with a lead status or tag filter instead of manually selecting rows whenever the audience is "everyone in a certain stage" — it stays accurate even as new leads move into that status later.

• Don't over-read a single campaign's open rate on its own — since opens are approximate, look at click rate and reply activity too when judging whether a campaign actually worked.

• If a send starts failing across the board, check Email Setup first — an expired mailbox connection is the most common cause of a sudden drop in delivered messages.