This guide explains these features in detail and highlights their common use cases.
The CRM platform offers various email communication tools tailored to specific business needs, including Automations, Campaigns, Transactional Emails, and 1:1 Emails. Each type serves unique purposes, helping you nurture leads, manage customer relationships, and automate processes effectively.
Automations
Automations are powerful tools that help you create a sequence of events to achieve specific goals. These sequences can be used for tasks such as pre-sale nurturing of contacts, sending post-sale up-sell emails, establishing regular touchpoints, and more.
Common Use Cases
- Pre-sale nurturing of a contact
- Sending post-sale to upsell emails
- Managing customer touchpoints across their journey
Campaigns
Campaigns are one-off messages sent to a list of opted-in contacts from the Campaigns Overview page. They are typically used for broad outreach to promote products or share updates.
Common Use Cases
- Announcing product updates
- Distributing newsletters
- Running one-time promotional offers
Transactional Emails
Transactional emails are unique, one-to-one messages that recipients expect to receive. These emails are typically triggered by the recipient’s actions and do not require an unsubscribe link.
Key Features
- Triggered by user actions (e.g., password resets, order confirmations)
- Do not require an unsubscribe link
- Provide personalized content
Difference from Promotional Emails:
Unlike promotional emails, transactional emails are not bulk-distributed. Instead, they are sent individually and contain personalized, action-oriented content.
Common Use Cases
- Processing password resets
- Sending account notifications
- Confirming customer orders
Thanks to integration with Postmark, transactional emails can be incorporated into your CRM automation.
1:1 Emails
1:1 emails are personal, direct messages sent to a single contact by an account user. Depending on your plan, you can send these emails from various locations, including the Contacts Overview page, a specific Contact record, a Deal record, an Account record, or even an Automation.
There are two methods to send 1:1 emails in the CRM:
-
From the CRM Platform:
- Does not require setup and uses the CRM’s servers.
- Lets you view the email in the contact’s activity stream, "Emails" tab on the contact record, and "Emails" tab on the deal record.
-
From a Connected Email Account:
- Uses your email account to send messages instead of the CRM’s servers.
- Requires connecting your email account under Deals > Connected Emails.
Additional Benefits of Connected Email:
- Use Cc or Bcc functionality.
- The track opens, link clicks, and reply activity.
- Trigger automation based on engagement (opens, clicks, replies).
- View sent emails in your email inbox’s Sent folder.
- View the sent email on the contact's activity stream
- View the sent email on the "Emails" tab on the contact record
- View the sent email on the "Emails" tab on the deal record
- View email engagement activity on the contact's activity stream
- View your sent emails in the Sent folder of your email inbox
-
- Sync follow-up email correspondence to your CRM account.
Important Note:
You cannot use both sending options simultaneously. If your email is connected, you cannot send 1:1 emails from the CRM servers. Disconnect the email account if you wish to use the CRM server option.
Common Use Cases
- Sending follow-up emails to leads associated with Deals.
- Sending direct 1:1 emails from Automation.
- Engaging directly with highly active contacts by offering special deals or coupon codes.
By leveraging these tools, the CRM platform helps businesses deliver tailored communications, automate workflows, and maintain a cohesive customer relationship management strategy.