Send an email to a segment
A segment from Contacts, a connected mailbox as the sender, a message — and replies that come back into the shared inbox next to the calls and WhatsApp threads.
An email send here is not a separate list in a separate tool. The segment is a filter over the same contacts the phone team calls, the sender is a mailbox you connected as an email channel, and a reply comes back into the shared inbox with the whole record beside it. That last part is the point: nobody rings somebody about an offer they replied to by email yesterday.
Before you start
- A connected email channel — the shared mailbox, not your personal sync.
- SPF and DKIM set up on the sending domain. Without them a burst of mail is treated as suspicious whatever it says.
- A segment in Contacts, filtered on open stages.
- An unsubscribe line in the message, and an attribute or stage to honour it with.
Steps
Build the segment from Contacts
Stage, source, last call outcome, last activity, any attribute. "Reached but not qualified in the last 30 days" is a segment the phone team would recognise, because it is their filter. Check the count, then open three records.
Choose the sending mailbox
The shared email channel, so replies come back into the queue. Your own domain and a real sender name — a person's, where you can — rather than a no-reply address.
Write it as a person would
One subject, one point, one ask. Short paragraphs. An unsubscribe line at the bottom that is honoured by a stage or attribute change, so every later segment excludes them without anybody remembering to.
Send to twenty first
Including yourself. Read it on a phone. Then confirm a reply lands in the shared inbox on the email channel with the contact record beside it.
Send the rest and read the replies as conversations
They arrive assignable, filterable and answerable by a bot if the channel is pointed at one. Every send is a line on the contact's activity feed.
Check it worked
Reply to your own test email from another address and confirm it appears in the shared inbox with your contact record beside it. If it landed in somebody's personal mailbox instead, the sender was the personal sync rather than the email channel.
The parts people get wrong
- Personal email sync under Settings, Personal is your one-to-one mail. Marketing goes out on the shared email channel.
- For reaching each person over time — a call, then WhatsApp, then email — use a campaign. A send is one message to a segment, now.
- DND is terminal. Filtering on open stages excludes it automatically.
The ones people actually ask
Replies are going to somebody's personal inbox.
The send went from a personal email sync rather than the shared email channel. Send from the channel, so replies are assignable and a bot can answer them.
How is this different from a campaign?
A send is one email to a segment, now. A campaign reaches each person over time across calls, WhatsApp and email, stopping per person when they connect. Use a send for a newsletter or an announcement; a campaign when the point is to reach each individual.
Can I email everyone in the CRM?
You can, and you should not. Filter to people who would recognise you and who have not opted out, and keep purchased lists out of marketing email entirely unless you have a clear legal basis.