Email Campaigns
SwiftlyCRM's Email Campaigns module lets you send personalised, bulk email communications to segmented contact lists — with open and click tracking built in. All campaigns are sent from your branch's configured sending domain.
Campaign Flow
Creating an Email Template
Go to Campaigns → Templates → New Template. Write your subject line and body using the built-in rich-text editor. To personalise content for each recipient, insert variable placeholders wrapped in double curly braces.
Supported Variables
| Variable | Replaced With |
|---|---|
{{first_name}} | Contact's first name |
{{last_name}} | Contact's last name |
{{company}} | Contact's linked Account name |
{{custom_field}} | Any custom field defined on the Contact model |
At send time, SwiftlyCRM substitutes each placeholder with the recipient's actual data. If a field is empty for a particular contact (e.g., no company), the placeholder is replaced with a blank string.
Handling empty fields
Use fallback-aware phrasing in your copy to handle blank fields gracefully. For example, use Hi {{first_name}}, rather than Dear {{first_name}} {{last_name}},.
Selecting a Contact Segment
After writing your template, create or select a Segment to define who receives the campaign:
| Segment Type | Description |
|---|---|
| All Contacts | Every active contact in your branch |
| By Tag | Contacts with one or more specific tags |
| By Account | All contacts linked to a specific company |
| By Custom Filter | Contacts matching a saved filter (e.g., lead score > 60, created in last 90 days) |
Segments are evaluated at send time, not when created — so a segment defined as "tag = hot-lead" always reflects the current list of contacts with that tag.
Scheduling vs Sending Immediately
When you are ready to send, click Review & Send. On the confirmation screen you can:
| Option | Behaviour |
|---|---|
| Send Now | The campaign is queued immediately and typically delivered within a few minutes |
| Schedule | Pick a future date and time (in your branch's timezone) and SwiftlyCRM dispatches automatically |
Scheduled campaigns can be edited or cancelled any time before the send time. Once a campaign starts sending, it cannot be stopped.
Tracking Opens
An open is recorded when a recipient loads the email in their mail client, which triggers a 1×1 tracking pixel embedded in the HTML.
Open tracking caveats
Apple Mail Privacy Protection (iOS 15+) pre-fetches emails, which can inflate open counts. Plain-text email clients do not load images and cannot be tracked. Open tracking is an approximation — use it as a directional signal rather than a precise count.
Click Tracking
Every link in a campaign email is automatically rewritten to pass through SwiftlyCRM's redirect server. When a recipient clicks a link, SwiftlyCRM records the click event with a timestamp and the original URL, then forwards the user to the destination. Click data is more reliable than open data and is the stronger engagement signal to optimise for.
Viewing Campaign Reports
Open any sent campaign and click Report. The report shows:
| Metric | Description |
|---|---|
| Total recipients | Number of contacts the campaign was sent to |
| Delivered | Successfully delivered emails |
| Opened | Unique recipients who opened the email |
| Clicked | Unique recipients who clicked a link |
| Open rate | Percentage of recipients who opened |
| Click-through rate | Percentage of recipients who clicked |
| Unsubscribes | Number of contacts who opted out |
You can also view individual recipient activity with their specific open and click events.
Managing Unsubscribes
Every campaign email automatically includes an unsubscribe link in the footer as required by anti-spam law. When a contact clicks unsubscribe:
- Their Email Opt-Out flag is set to true
- They are automatically excluded from all future campaigns
- The unsubscribe is logged in the contact timeline
Important
You cannot manually override an unsubscribe from within a campaign. If a contact asks to re-subscribe, they must do so through a re-opt-in form or you can reset the flag on their contact record under Preferences → Email Communications.
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