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Email

How to send an email to a contact

Open the contact in Contacts (or the conversation in Conversations), pick the email channel, check the sender, write the subject and message and click Send. The customer's reply shows up in the same conversation.

Updated on

Before you start

  • The contact needs a valid email address saved on their record.
  • The account needs an active email sending service: the Elooo CRM email service (default) or your own SMTP.
  • To send from your personal inbox, connect Gmail or Outlook to your profile first.
Where to find it

Contacts › contact name › Email

Step by step

  1. In the left menu, open Contacts and click the contact. (If they don't exist yet, click Add Contact, enter at least the name and email and click Save.)
  2. In the contact's conversation area, choose the Email channel. You can also open the conversation directly in Conversations.
  3. In the From field, check the sender address. By default it's the logged-in user's email.
  4. Fill in the Subject.
  5. Write your message. You can add attachments, custom values (such as the contact's name) and your signature.
  6. Click Send.
  7. The message is logged in the conversation. When the customer replies, the reply appears in the same place.

Send a test email

  1. Create a test contact with an email address you can access (for example, a personal Gmail).
  2. Send them an email using the steps above.
  3. Open that inbox and check that the email arrived (check the spam folder too).
  4. Reply to the email and check that the reply appears in Conversations.

Tips

  • For better deliverability, use a sender address on your business's verified sending domain (for example, name@yourbusiness.com).
  • If you use your own SMTP, the sender should be the address set up in that service (or an alias authorized with your provider).
  • You can reuse the same test contact every time.

Common problems

  • There's no option to send an email → Make sure the contact has a valid email saved and that you're on the Email channel, not SMS or WhatsApp.
  • The message shows an error icon → Click the icon to see the reason returned by the mail server. If it mentions your domain, check your DNS records; if it mentions the recipient (for example, mailbox doesn't exist), fix the address.
  • The email didn't reach the recipient → Ask them to check their spam folder and see the article on emails going to spam.
  • The customer's reply isn't showing in the CRM → If you use your own SMTP, turn on Enable reply for the active SMTP service under Settings › Email Services. Also check that the customer replied to the email sent from the CRM and not a different one.

Frequently asked questions

Can I send from my personal email?

Yes. Connect Gmail or Outlook under Settings › My Profile and one-to-one emails will go out from your inbox.

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