This article covers the pieces you reuse across campaigns: Customer Groups
(saved audiences, what other tools call segments), the Templates Library,
the two email layouts, Write it with AI, and preview text. The campaign
wizard itself is walked through in
Building and sending an email campaign.
Customer Groups (segments)
Marketing → Customer Groups lists your saved groups with their
Customers count, an Emails count and the date each was created.
customer's company email plus their contacts on file, with any address that
appears more than once counted once. This is how many emails a campaign to
the group actually sends.
Building a group
rules with AND (must match all) or OR (match any).
- Active customers only (the default): customers you marked inactive
are left out.
- Include inactive customers: both, with inactive ones flagged in the
list.
- Only inactive customers (win-back): for a campaign aimed at
customers who left.
Customers in this Group. Customers with no email are marked
"No email on file".
Fields you can filter on: Customer Type, Has Email, Has Phone, Registration
Date, Last Job Date, Total Delivery Jobs, Total Spent, Account Status,
Lifecycle Stage, Customer Health Score, Days Since Last Service, Total
Services, Has Signed Agreement, Territory, Lead Source, Inactivation Reason,
NPS Score, Tags, Outstanding Balance, Customer Since and Has Portal Access.
Using a group in a campaign
In the campaign wizard choose Customer Groups as the recipient group and
tick one or more groups. The send resolves each group with the same rules the
preview used, so the count you review is the count that sends. If a group
can't be worked out at send time, the campaign fails and nothing is sent; it
never falls back to a wider audience.
Each group's row menu has View details, Edit customer group and
Delete customer group.
The Templates Library
Marketing → Templates holds reusable emails: a Template Name, a
Category (Marketing, Reminder, Follow-up, Announcement or Custom), an
Email Subject and Email Content. Click New Template, fill it in and
click Create Template (Save Changes when editing). The editor also has
Generate with AI, which drafts the subject and content from an email type,
a tone and optional custom instructions.
In the campaign wizard, Use Template starts the campaign from a saved
template. Create Your Own opens the full branded composer described
below, which is what most campaigns use.
Merge fields don't work in campaigns yet. The template editor offers
"Insert a variable" buttons such as `{{customer_name}}`, `{{first_name}}`
and `{{company_name}}`, and says they are swapped for each recipient's
details. They are not: campaign emails go out with the same copy for
everyone, and a variable arrives as the literal text. Leave them out and
write to the group.
The two email layouts
The composer's Design section has a Layout switch:
| Layout | What it looks like |
|---|---|
| Full width | Edge to edge, with a colour wash behind the header and a full-width footer. The default for new campaigns. |
| Card | A white card on a grey page, the classic look. Drafts saved before the layout switch existed keep this look so an email you already approved doesn't change. |
In Full width you can turn the Header wash on or off and pick its
colours. Both layouts carry your logo (Show company logo, with Small,
Medium or Large sizing), brand colour and company name, and your company
address in the footer when it is set in Settings → Company.
The composer also picks one of five structures (Announcement, Promo / Offer,
Newsletter, Event / RSVP, Testimonial). Those are covered in
Building and sending an email campaign.
Write it with AI
At the top of the composer, open Write it with AI, describe what the email
should say, pick a Tone (Professional, Friendly, Urgent or Casual) and
click Generate draft. It fills in the subject line, headline, body and
button label for the layout you chose. Read it and change anything before you
send; it is a starting draft.
Sample copy has to be replaced
Each layout starts filled with sample copy so the preview looks finished. Any
field still holding that sample text blocks the send with "Sample copy is
still in this email" until you edit it, because the sample text is not
yours (the Testimonial layout's sample quote is invented).
Preview text
There is no preview text box. The grey line that inboxes show after the
subject is taken from the opening of your body copy automatically, so write a
first sentence that works on its own. You see it in the inbox preview strip
above the email preview.