10.5 Email Campaigns (Broadcasting)

What This Feature Does #

Email Campaigns let you send the same email template to many contacts at once. A campaign holds the sending settings: the Outbound Mail Server that delivers the messages, and optionally a Reply-To Mailbox that receives replies. Each broadcast you add to the campaign picks the template and the audience, and sends either immediately or at a scheduled time. Creating the campaign alone sends nothing.

Email campaigns have their own page under the Email sidebar menu. There is no shared "Campaigns" area for all channels. WhatsApp campaigns are separate, under WhatsApp → Campaigns (9.4).

When to Use #

• Use for bulk communications: newsletters, promotions, announcements, follow-ups.
• Do not use for one-on-one conversations — use Email Conversations for that.

Prerequisites #

• TenantUser role with CanManageEmailCampaigns permission, or CompanyAdmin role.
• Enterprise plan.
• At least one configured Outbound Mail Server.
• At least one Email Template.

Common Use Cases #

• Welcome campaign for new signups.
• Abandoned-cart recovery.
• Lead nurturing sequence.
• Re-engagement campaign for inactive contacts.

Quick Path: Create and Send an Email Campaign #

1. In the left sidebar, open Email → Campaigns. The page is titled Email Campaigns.
2. Click New Campaign (top right). If you have no campaigns yet, the button reads Create your first campaign.
3. Enter a Title, pick the Outbound mail server and optionally a Reply-To mailbox, then click Create.
4. On the campaign’s row, click the New Broadcast (paper-plane) button. You can also open the campaign and click New Broadcast there.
5. Pick the Template, choose the audience, then click Save and Queue to send now, Save and Schedule to send later, or Save to keep it as a draft.

10.5.1 Create a Campaign #

1. In the left sidebar, expand Email and click Campaigns.
2. Click New Campaign. The Create Email Campaign form opens.
3. Fill in:
   • Title: a name so you can recognise the campaign later.
   • Active: leave it ticked. Only active campaigns can get new broadcasts.
   • Outbound mail server: the SMTP server that delivers the emails (10.1).
   • Reply-To mailbox (optional): where customer replies arrive (10.2).
4. Click Create.

You do not pick the template or the audience on this form. You choose both on each broadcast (next step).

10.5.2 Create a Broadcast #

1. Start the broadcast in either of these ways:

   • On the Email Campaigns list, click the New Broadcast (paper-plane) button on the campaign’s row.
   • Open the campaign by clicking its name, and click New Broadcast at the top of the page.

   The button is disabled for an archived campaign.

2. Under Send mode, choose:

   • Send to the audience: send to the contacts that match the Audience filters.
   • Resend: reach people from an earlier broadcast again. This option is available only after at least one broadcast has completed. Pick the source broadcast, then tick one or both options:
     • Reminder: contacts who received the email but did not open or click it.
     • New contacts: contacts who match the filters but were not in the previous broadcast.

3. Under Template, pick the Template. Optionally, enter a Subject override (optional) to replace the template’s subject for this send.

4. Optional: under Automation, attach workflows to start when the broadcast is sent, an email is opened, or a link is clicked (11. Automation Workflows).

5. Under Audience, narrow down your contacts:

   • Search, Person type, Active, City, Language: standard contact filters.
   • Tags: type a tag and press Enter. Only contacts that have all of the listed tags are included.
   • Exclude tags: type a tag and press Enter. Contacts that have any of these tags are skipped.
   • Include bounced emails (undeliverable): off by default.

   Click Preview audience to check who will receive it.

6. Choose how to save:

   • Save and Queue: send now.
   • Save and Schedule: pick a date, time and time zone, or deliver at each recipient’s local time. A scheduled broadcast also appears on the 16. Scheduler calendar.
   • Save: keep it as a draft. Nothing is sent.

Retry a Failed Email Broadcast #

1. On Campaign Details, find the broadcast with status Failed in the Broadcast History table.
2. Click its Retry (circular-arrow) button and confirm Yes, retry.
3. The broadcast is queued again and sends only to contacts who have not been sent the email yet.

10.5.3 Monitor Campaign Performance #

On the Campaign Details page (cumulative across all broadcasts in the campaign):

• Performance overview cards: Recipients, Delivered, Failed, Opened, Clicked (with rates), Delivery rate, A/B coverage, and the most recent broadcast’s status.
• Sent / Delivered / Opened / Clicked / Bounced / Unsubscribed figures.
• Engagement funnel chart.
• A/B performance chart (comparing an original send to its resend), when the campaign uses A/B testing.
• Engagement by country map.
• Engagement over time chart.
• Broadcast History table listing every broadcast sent from this campaign.

On an individual Broadcast Details page, plans with advanced reports also show a 72-hour hourly delivery/engagement chart, an engagement-pattern chart (by hour, weekday, and day of month), and — if a workflow is attached to the broadcast — a workflow instance summary (Total/Succeeded/Failed) with a details popup for failed instances.

Errors, Messages, and Common Fixes #

Deliverability Troubleshooting Flow #

If campaign emails are not reaching inboxes:

1. Check whether the campaign actually sent or failed before dispatch.
2. Check the selected Outbound Mail Server.
3. Verify SPF, DKIM, and DMARC on the sending domain.
4. Check bounce patterns on affected recipients.
5. Send a test to a second domain to separate provider issues from recipient filtering.
6. Reduce volume and retry only after the sender is healthy.

What happens if this fails? #

• If SMTP fails before send, no new recipients are processed.
• If SMTP fails mid-send, some recipients may already have received the email.
• If spam filtering is the problem, the campaign may show as sent while inbox placement remains poor.
• If the Reply-To mailbox is disabled, replies may not route properly even when delivery succeeds.

Best Practices #

• Always include {{UnsubscribeUrl}} in your email template (required by CAN-SPAM and GDPR).
• Test your campaign by sending to a small group first.
• Send campaigns during weekday mornings (9–11 AM in recipient’s timezone) for best open rates.
• Monitor bounce rates — above 5% signals list quality issues that may affect your sender reputation.
• Build or confirm the message first in 10.4 Email Templates.