General
Mass mailing makes it possible to send e-mails to large groups of recipients directly from the CRM. The mass mailing module takes care of the last step of the sending process – i.e. sending emails – so before that you have to make sure that the email to be sent and the campaign (i.e. recipient group) are active and ready to send.
Please note When scheduling mass mailings, the Scheduled At -field must follow specific settings. If you encounter any issues with mass mailings, contact the admin user who can check and change the settings by following the guide Mass Mailing Scheduling Settings.
Start
New mass mailings are created in the Mass mailings module by clicking the New button in the upper right corner of the listing view. When mass mailing is created, the appropriate campaign and email are added into it as well. If necessary, they can be created when creating the mass email.
Quick Start Guide
- Press New.
- Give mass mailing a name.
- Add wanted campaign.
- Add wanted email.
- Now mass mailing is created and it is ready for sending.
Mass email is not sent when it is created and sending the mass mailing is always a separate function. It is possible to schedule the sending of mass email.
Creating mass mailing
Creating a mass mailing requires the following information:
- Mass Mailing Name – Only visible in CRM; the subject of the e-mail is specified in the e-mail information.
- Campaign – The recipients of the email.
- NOTE! If the purpose of the campaign is to send emails via mass mailing, the campaign must be email email-type campaign. Non-email-type campaigns are not shown in the list where users can select the campaign used for mass mailing.
- Email – Email to be sent to all recipients.
Sending the mass email
Once the mass mailing has been created and is ready to be sent, you can send the mass mailing in the mass mailing information by clicking the Module tools button and selecting Send Now. If you want to schedule the mail to be sent at a specific time, select Schedule now.
Scheduling mass mailing
You can schedule mass mailing using the following steps:
- Press the Module tools button.
- Select Schedule now.
- Set wanted date & time.
- Save.
- As a sign of a successful saving, the message “Email scheduled” appears at the top of the screen.
If you encounter issues when scheduling, please contact the admin user to make sure that the settings for scheduling mass mailings are correct.
Unlike many other fields, the scheduling date cannot be changed directly from the mass mailing card. The date and time of the scheduling as well as the unscheduling are always set using the Module tools button.
Unscheduling and editing a scheduled email
Scheduled emails cannot be edited directly, but as long as the scheduled time has not arrived, i.e. the email itself has not been sent, the email can be unscheduled if necessary. Once the unscheduling is done, the mass mailing can be edited in the same way as any other unsent email. After editing, the scheduling just has to be turned on again, if you still want to use it.
Unscheduling can be done using following steps:
- Press Module tools button.
- Select Unschedule.
- Confirm the choice.
- After successful unscheduling you will get a notification in the top of the screen.
If there are problems with the scheduling removal, the admin user should check that the mass mailing scheduling settings are correct.
Mass Mailing Reports
Once the mass mailing has been sent, it is possible to monitor the reception of the shipment in the Reports tab of the mass mailing (e.g. how many people have been sent the email, percentages for opening the email, clicking on links and ending the subscription, openings by date and time).
Only the external links are calculated when link openings are calculated. When mass mailing, for example, links to a survey made in CRM use an internal tag, and for this reason opening the survey does not count as link opening.
The bars provide a visual representation of the data, and you can also hover your mouse over a bar to get more detailed information about that bar. By clicking on a bar, you can get a more detailed analysis of which recipients have clicked on the links and how many times they have been clicked.
Delivery Errors
The mass mailing also has a Delivery Errors tab, which shows bounces or other errors that may have occurred in the transmission. Please note that this calculates errors at the sender’s end, but the receiving end may have errors that are not caught via CRM since delivery itself did not have any errors to report. To get errors from the receiving end as well, use DMARC with rua=mailto: option to get these error reports into the email of your choice.
Mass Mailing Unsubscriptions
You can find the list of unsubscribed contacts from the campaign that has been used for the mass mailing. The campaign has a tab called Campaign unsubscriptions. This list shows you the contacts that has unsubscribed from the campaign/mass mailing.
Mass Mailing – Frequently Asked Questions
Why don’t all mass mailing opens appear in CRM statistics even though I know the email was opened?
CRM only registers an open if the email is viewed with images enabled, because tracking relies on a tracking image. If images do not load automatically (e.g., in Outlook), the open will not be recorded unless the recipient allows image loading (for example by clicking “Trust Sender” or loading images).
Why does the email information show that it was opened even though I know the message was not delivered?
This is usually caused by automatic checks on the recipient’s side. When the message is rejected and returned as an error notification, the original email may be included as an attachment. The recipient’s email server or antivirus software may scan the error message content and load the tracking image. This is interpreted by the system as an open, even though the recipient did not actually open the message — it’s automated technical behavior.
Why do CRM sending errors show only a few errors, while I received many more error notifications by email?
CRM only registers errors that occur during the sending phase. Some errors, such as “address not found” or other delivery issues, happen later on the recipient’s side. CRM cannot detect these, so they are forwarded by email if an address for receiving errors has been set in the DMARC settings.