Send an Email Campaign (Marketing)

Last updated July 13, 2026 · Admins and office staff

An email campaign sends a personalized email to a list of customers or leads — each person gets their own copy with their name and details filled in. Campaigns run on the same engine as printed mail-merge letters, so the same templates produce a Word document, a PDF, or an email. This article walks the whole path: get a template, pick your audience, choose “Send as email,” and watch the delivery results come back.

Before you start

  • Your email sending must be set up. Until it is, campaign emails can’t leave the building — a campaign run will report an error instead of sending. Contact support to enable email sending for your account. (Word and PDF output work without it.)
  • Your recipients need email addresses on their records. Anyone without one is skipped (not failed) and you’ll see the count afterward.
  • A template. Fastest path: the Template Gallery (below). You can also build one from scratch — see Mail Merge templates.
  • Recommended: add your business address under Settings. Anti-spam law (CAN-SPAM) requires marketing email to display your physical address; the app warns you if it’s missing but still lets you send.

Steps

1. Get a template

  1. Go to Tools → Mail Merge. You land on the Templates tab, with a tab strip: Templates | Segments | Gallery | Sequences | History | Suppressions.
  2. Click the Gallery tab. You’ll see ready-to-send letters grouped into Seasonal, Upsell, Retention, and Reputation categories, each written for lawn and snow contractors.
  3. Click Preview full letter to read one, then click Add to my templates. A private copy appears under the Templates tab, where you can edit the wording. Fields like «CustomerName» fill in automatically for each recipient.

2. Choose your audience

You start a campaign from your customer or lead list — that’s how the engine knows who the recipients are.

  1. Open Customers (or Leads). Filter the grid to the people you want (e.g. by classification or city).
  2. In the grid toolbar, click Mail Merge. The full filtered set is carried over — not just the current page.
  3. You land on the Run Mail Merge page. Under Who will get this letter? pick one:
    • The records I selected — the exact people you filtered to.
    • A saved segment — a saved set of filters that resolves to a fresh, up-to-date list when the campaign runs (so anyone who newly matches is included automatically). Choose one from — Choose a segment —; a live panel shows how many match right now and a sample of names. See Saved Segments.

3. Pick the template and format

  1. Under Pick a template, choose from — Choose a template —. Only templates set up for your recipient type (customer/lead) are listed.
  2. Under What format do you want?, choose Send as email — “each customer gets their own personalized email.”
  3. In the email options that appear:
    • Subject line — type one, or leave blank to use the template name.
    • Read the note: emails send one at a time in the background, anyone without an email address is skipped, every email includes an unsubscribe link, and opt-outs are skipped automatically.
    • If your business address is missing, a Heads up warning links you to Settings — you can still send.

4. Send

  1. Click Queue email campaign. (For Word/PDF the button reads Run mail merge / Queue mail merge instead.)
  2. You’re taken to the run’s detail page with a confirmation: “Email campaign queued. The emails will be sent in the background.” You can keep working.

5. Track delivery

  1. Go to Tools → Mail Merge → History. Each run shows Started, Template, Source, Records, Status, and an Actions column.
  2. For an email run, the Actions cell shows a live tally: X sent · Y skipped · Z failed. Once delivery events arrive it extends with delivered · opened · clicked (and bounced if any).
  3. Click View on any run for the full detail page with the same counts broken out.

Delivery, open, click, and bounce tracking only appears once your email provider’s delivery tracking is set up. Without it you’ll still see sent / skipped / failed — the open/click funnel just stays empty.

Building your own template

Prefer to write your own? Under the Templates tab click New Template:

  1. Choose Start from scratch or Use a Word document I already have (upload a .docx).
  2. Fill in Template name, Who is this for? (Customer, Lead, or Contact), and an optional Description.
  3. Write your letter in the document editor on the left. Pick the person type to load Available fields on the right, then click any field to drop it in at your cursor — anything in «brackets» fills in per recipient.
  4. Click Save template. It now appears in the template list and in the campaign template picker.

The editor is a full word processor built into the app — fonts, tables, spell check and all — so you never need Microsoft Word. The Use a Word document I already have option simply opens your .docx in that same editor so you can add merge fields to it.

What happens next

Queued emails go out one at a time in the background. As each is attempted it’s counted as sent, skipped (no email address, unsubscribed, or recently emailed), or failed. If your provider reports back, recipients then move through delivered → opened → clicked, and any hard bounces or spam complaints are added to your Suppressions list so those people are never emailed again. A built-in frequency guard also skips anyone who already got a campaign email in the last few days.

Tips & best practices

  • Preview before a big send. On the Run page, Preview first customer downloads a sample document so you can proof the merged wording.
  • Use a segment for anything recurring. “Contract expiring within 60 days” stays current every season without re-filtering. See Saved Segments.
  • Write a real subject line. Leaving it blank uses the template name, which is rarely what you’d want a customer to read in their inbox.
  • Fill in your business address first to stay CAN-SPAM compliant and out of spam folders.

Troubleshooting

  • “Email campaign queued” but nothing arrives. Your email sending isn’t set up yet, or the recipients have no email addresses (check the skipped count). Contact support if sending should be enabled.
  • Lots of skipped, few sent. Skipped means no email address on the record, an earlier unsubscribe, or the frequency guard. Add missing emails and check Suppressions.
  • “Pick a segment or switch back to selected records.” You chose the saved-segment option but didn’t pick a segment. Select one or switch back.
  • “The segment … currently matches no records.” The segment’s filters match nobody right now. Open Segments, adjust the filters, and try again.
  • No opens/clicks ever show. Delivery tracking isn’t configured with your email provider — sent/skipped/failed still work.

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