Compose, schedule and save drafts

The reason to write email inside the CRM rather than in your mail client is that the message lands on the record. The thread, the contact and the deal stay together without anyone copying anything across.

Who this is for

Anyone who emails customers as part of their work.

Before you start

• A connected mailbox on a provider that can send — Gmail, IMAP or SendGrid.
• The contact or deal you are writing about, if you want the message attached to it.

Write and send

1. Start from the record where possible
   Composing from inside a contact or deal attaches the message to that record from the start, rather than relying on address matching afterwards.
2. Check the From address
   If you have more than one mailbox, or a shared team mailbox, the From address is a choice. Getting it right matters most on replies — a reply from your personal address takes the customer's answer off the shared thread.
3. Write the message
   Use a saved template if there is one for this situation, and let merge tokens fill in the details rather than typing them.
4. Schedule it instead of sending now
   If the message would land at a bad time, schedule it. It sends at the time you choose rather than sitting in your head as a reminder.
5. Leave it as a draft if you are not finished
   Drafts are kept so you can come back to a half-written message rather than losing it.
6. Confirm it landed on the record
   After sending, check the contact's timeline. The message should be there alongside the rest of the relationship.

What you get

• Email that lives on the record instead of only in someone's inbox.
• Control over which address a message goes out from.
• Sends that happen at a sensible time without you being awake for them.
• Drafts that survive being interrupted.

Frequently asked questions

Why does the From address matter so much on a reply?

Because the customer replies to whatever address the message came from. A reply sent from your personal address moves the conversation off the shared thread, where your colleagues can no longer see it.

Does a scheduled email still attach to the record?

Yes. Scheduling changes when it goes out, not how it is recorded.

Can I use a template and still edit the message?

Yes. A template is a starting point — merge tokens fill in the details and you edit from there.

Where do my drafts live?

With the rest of your mail in KudosCRM, so you can pick a half-written message back up rather than starting again.