Email sending

Rutba CRM sends email to customers in two different ways. This page explains which one is used when, which address the customer sees, and where their replies go, so you can tell customers what to expect and set up your mailbox correctly.

Two ways email leaves Rutba CRM

There is no setting to send campaigns through your own mail server or from your own domain.

Campaign, rule and follow-up emails

These are written in Email campaigns, Automations and Follow-ups. Each one asks for:

• Reply address: the address customers reach when they press reply. Use a mailbox someone reads.
• Your postal address: printed at the foot of every email after your company's name, as anti-spam laws in many countries require.

Every such email:

• Shows your company's name as the sender, from the platform's address.
• Ends with an Unsubscribe link, and also tells email apps how to unsubscribe in one click. A customer who unsubscribes stops receiving marketing from your company.
• Contains no images or tracking pixels, so opening it tells nobody anything.
• Counts towards your plan's Campaign emails a month. Rule emails are sent before campaign emails, because they answer something the customer just did.

Before sending a campaign to customers, send yourself a test from the campaign to check how it looks and that replies reach your mailbox.

Personal emails from a contact's record

When a team member has connected their mailbox, the contact's record has an Email panel to write and send a plain-text email. It goes out from that person's own address and appears in their sent mail. Replies from the customer arrive in their mailbox, and are shown on the contact's record within about 5 minutes. Setup is in Google and Microsoft mailbox and calendar.

Good to know

• Customers who have opted out of marketing still receive personal emails a team member writes to them, because those are part of a conversation, not marketing.
• Notifications and digests for your team come from the platform's address too. Each person sets them under Email and language on their Notifications page.
• If customers say campaign emails land in spam, ask them to add the platform's sending address to their contacts, and keep your campaigns relevant: complaints affect delivery.

Troubleshooting