Customer Email
The CRM sends two kinds of email: one-off messages you write to a customer, and bulk sends from campaigns and sequences. Both pass through the same governed queue, so nothing goes out faster than your platform allows.
Transactional email - invoices, tickets, credit control letters, payment reminders and proposal delivery - does not pass through this queue.
Compose Email
Section titled “Compose Email”Compose Email writes one message to a customer or lead, threaded through a case so their reply lands back in a queue you can work.
Reach it from the customer page, or from a deal.
What you need: the Cases & Email feature, permission to add correspondence and email letters, the CRM Cases permission (because the reply arrives on a case thread), and a CRM section for that customer’s dealer.
The form
Section titled “The form”Content:
- Correspondence type, each marked as composed or templated.
- Case category - shown where more than one applies, labelled with its section. The reply lands on a case in that category’s queue.
- Whatever the chosen type needs: an Invoices picker, a start or end date, or free-text message blocks.
- Subject and Body for composed types, pre-filled from the type’s template and yours to edit. Merge fields still fill in per customer.
Delivery:
- Recipient - the customer plus the copy contacts for that type, or one named contact.
- Send mode - Send now, or Create for approval (review before sending).
Send mode follows your permissions. If you do not hold CRM Case Sending for any offered category’s section, the choice disappears and everything is created for approval, with a note saying why. If you hold it for some sections but not others, the server decides per category you choose.
An email allowance line sits above the form, and warns you when the shared monthly pool is nearly used.
Send Statement and Copy Invoices
Section titled “Send Statement and Copy Invoices”The customer page carries Send Statement and Copy Invoices buttons, which open Compose Email with the type already chosen. Copy Invoices offers a picker of the customer’s raised invoices, so a copy-invoices email travels the same approval and case-thread route as anything else.
The result page
Section titled “The result page”The headline is deliberately careful: Email sending, Email queued or Email created for approval. It never claims a delivery the transport has not reported.
Where the email is queued rather than sending, the page says why - the marketing queue is paused, it is outside the send window, this hour’s quota is used, the monthly pool is exhausted, or your hourly pre-sale limit is reached.
Follow-up links take you back to the customer, to the case, or to the correspondence record.
The Email Queue
Section titled “The Email Queue”Email Queue shows what CRM sales and marketing email is waiting, what is deferred and why, and what has gone out.
What you need: the Sales or Customer Services section, the CRM Email Queue permission, and any one of Cases & Email, Campaigns or Sequences.
Cards: sent this hour, pending, deferred, sending and cancelled in the last week.
The marketing governance panel shows each dealer’s state - Running or Paused - this hour’s usage against the allowance, and the spam-complaint rate over the recent window, with Pause and Resume buttons.
The queue list filters to Pending, Deferred, Sent, Failed and cancelled, or All. Columns are the customer, the source (tagged marketing where relevant), the status with any retry count, the reason, and the scheduled and sent times. Managers get Send now and Cancel on individual rows.
One reason is spelled out rather than coded: interrupted after mail may have gone - check before releasing. Check whether the customer received it before you release that one.
Read-only or managed
Section titled “Read-only or managed”Full queue visibility and management come with the Platform Pack. Without it, the page shows a read-only view of your own sends and the controls disappear.
Pausing or resuming a whole dealer’s traffic additionally needs unrestricted customer access for that dealer. An operator limited to some accounts can work the rows they can reach, but not stop the dealer’s marketing.
One thing worth knowing: resuming acknowledges the complaints already counted, so the automatic pause does not immediately trip again on the same unchanged history.
Email Quotas
Section titled “Email Quotas”Email Quotas is the manager view of who is using the allowance.
What you need: queue management and unrestricted customer access, because the figures are platform-wide.
Cards: how much of the shared monthly pool is used, how much is left (or that it is exhausted and sends will defer to next month), and any pool bonus on top of user allowances.
The table lists each user’s sends this month, their contribution to the pool, their bundles, and their pre-sale position for the current hour.
Each user’s allowance, base plus bundles, feeds the shared pool. The per-user monthly figures are informational; the pre-sale hourly limit is enforced per user for one-off sends.
Field reference
Section titled “Field reference”Queued Email
Section titled “Queued Email”| Field | Description |
|---|---|
| Correspondence | Correspondence row this queue item sends |
| Customer | Customer the email is addressed to |
| Case | Case thread the email belongs to |
| Approval ID | Correspondence approval row gating this send, when one exists |
| Sending User | Operator whose email quotas this send counts against |
| Dealer | Dealer whose marketing hourly quota and send window govern this send |
| Source | What created this send: compose, campaign, sequence, proposal or other |
| Source ID | Identifier of the creating record (campaign send, sequence enrolment) where applicable |
| Recipient | Explicit recipient address when the send targets one contact; blank uses the customer's standard correspondence recipients |
| Marketing | Whether the send counts against the dealer's hourly marketing quota and send window |
| Pre-Sale Customer | Whether the customer was a pre-sale (lead) record when the send was queued |
| Counts Against Quota | Whether the send consumes the sending user's monthly and pre-sale hourly allowances |
Dispatch
Section titled “Dispatch”| Field | Description |
|---|---|
| Priority | Lower numbers send first |
| Status | held, queued, sending, sent, failed, cancelled or suppressed |
| Hold Reason | Why a queued send is deferred: paused, outside-send-window, hourly-quota, monthly-quota, presale-hourly-quota or awaiting-approval |
| Failure Category | Category of the most recent send failure |
| Retries | |
| Scheduled | When the queue will next consider this send |
| Claimed | |
| Sent | When the send was handed to the mail transport (the stamp quota counting uses) |
| Completed |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Updated | |
| Created |