Automatic Emails From the CRM
In CRM it is possible send automatic emails based on email templates to predetermined target groups. The emails can also have online surveys (Q&As) linked to them to gather important information regarding e.g. a campaign or event.
There are two ways to send and automate emails:
- The email is sent based on the timing settings and the conditions of the target group.
- With this option the conditions of the target group create a campaign automatically and sends the email to the group.
- The email is sent based on the timing settings, when a contact is attached to a campaign.
- With this option you can automate the sending of the email to take place when a contact is attached to a campaign. This enables for example creating a workflow for an activity, where the contacts will be added to the campaign of the activity automatically.
To enable either of these functionalities, an admin user first needs to determine e.g. when and how these functionalities are used and which email templates are usable for which target group/campaign. When these settings are set, using the functionalities is easy for any user.
NB! The contact list built with the target group conditions does not automatically take into account the email opt-out. If you don’t wish to send emails to a contact that has opted out, make the target group include a condition which rules out these contacts.
In the Email Templates’ settings (Settings → Email Templates) you can create new and edit existing email templates. The email template determines the email sent to the contacts of the campaign or the target group.
The folder of the template has to be Campaign in order to able to link it to a campaign in the Campaigns module – or to a target group – and its contacts. The campaign-value needs to be set also when the email is attached to an automatic target group.
The sender name and email address shown to the recipients can be determined separately. The time the emails are sent (Send at) needs to be determined as well: the email can be sent “Immediately” (as soon as the contact is added to the campaign) or you can schedule them. NB! When the sent is scheduled, the emails will be sent repeatedly every week. See more below in the section Creating a target group.
You can also prevent the sending of the email if a certain user or sales group has created the activity. This is done by selecting the user or sales group in the field Exclude users. You can exclude multiple users or sales groups.
In the actual email message you can use tags to make email feel more personal for the receiver by using e.g. the name of the contact in the greeting sentence and the name of the sender in the end of the message. More information about creating the tags and setting up the templates is in the guide Managing and setting up Invitation Events.
Linking a QA Template to the Email Template
You can attach a QA template to the email template as a link, when the QA template is ready and active. This is done in the Select Field Type section while editing the email template (see the picture below). First, select “QA Templates” in the field Step 1 and then select the correct active QA template in the field Step 2. When these fields are filled, the tag of the QA template appears in the field Step 3.
Copy the tag in the Step 3 field and add it to the email message, preferably with the following steps:
- Highlight the part of the text the link is embedded to.
- Select the Link function in the tool bar (see the picture below).
- In the link settings paste the copied tag in the URL field and click Insert.
When the email template and the online survey template are completed, the next step depends on the wanted functionalities. If you want the CRM to automatically send the email to a target group, which will automatically update on the background, proceed to the next section right after this paragraph. If the email should be sent automatically when a contact is attached to an activity, and a campaign is created for this activity, you can move to the section Creating a campaign further below.
Creating a Target Group
The target group determines the group of contacts to which the automatic email is sent to by the schedules of the email.
When creating the target group, select the email template that is to be sent to the group in the field Send email template. To enable the sending of the email on schedule, the field Automatic email campaigns must be checked (see the picture below). This way the email will be sent every time the terms set are met: e.g. if the sending is set on Monday at 14.00, the email will be sent every Monday at 14.00. Thus it is important to uncheck the Automatic email campaign field after the the messages are sent, since otherwise they will be sent repeatedly every week. In some cases however, the repeated sending might be desirable, and the field can be left checked then.
If the target group is supposed to be updated before each dispatch, a separately specified scheduled task must be created (more information in Scheduled Tasks). Set the scheduled task up to update the target group for example 15 minutes before the email sending.
In the Conditions tab of the target group, the conditions for the target group are set. If you wish to send the email only to a smaller part of the target group, you will need to add a module relation between Contacts and Functions. After this you’ll need to add a condition for either sample interval or simple random sampling function. For more information about creating the target groups and determining conditions, see the guide Target Groups.
If you don’t want the email to be sent to the same contact multiple times during a certain time period (though the contact would be included in the target group based on the conditions), you can set a time limit for the email in Additional settings: Settings → Additional Settings → Campaign email waiting period (see the picture below). This way the email won’t be sent to a contact if the same user adds the email template to another target group and campaign, which include the contact.
When the target group is completed and the sending time of the email template comes, the target group will be automatically updated and it will create a new campaign. You can see the contacts which the email has been sent on the More information tab of the campaign.
Creating a Campaign
When the email template is ready, you can create a campaign and attach the template to it in the Send email template field. When a new contact is added to this campaign, the email in that field will be sent automatically to them. For more information about creating campaigns, see the guide Managing and setting up Invitation Events.
The contact can be added to the campaign either manually through a target group or automatically through a created workflow.
Creating a Workflow
If there is an activity that is clearly related to the target group of the campaign and you want to send an email concerning the activity to the target group from the campaign, you’ll need to create a workflow for this (Settings → Workflows). However, if there is a need to send email to the target group, but there are no activities related to the group, it might be simpler to send the email directly from the target group (see the section Creating a target group further above).
The new workflow is first created for the module Events. After saving the workflow, you can create a new task Invoke Custom Function, which will enable adding contacts to campaigns automatically. Lastly, you’ll need to determine the conditions for when the contact on the activity is added to the campaign. For more information on creating workflows, see the guide Workflows.
If the workflow is not created or it’s not active, the contacts can always be added to the campaign in the Campaigns module manually along with a target group. Even if the workflow is created, the manual target group adding is still an option and will activate the sending of the email.