Emails

Send emails to customers from the CRM, add attachments and track whether sent emails have been opened.

Emails are sent from the customer card, and the “📧 Emails” section is a log of all emails sent from the CRM. For each email, you can see the date, customer, recipient, subject, status and sender. Emails are also recorded in the customer's activity feed.

Sending an email to a customer

Open the customer's card and click “📧 Email” (or click a person's email address in the “Contact persons” section).

Check the “To *” field — you can select a contact person with the buttons below it.

For ready-made text, select a template from the “Template” list; templates in the customer's language are listed first with a ✓.

Fill in “Subject *” and “Text *”; you can format the text in the editor.

If needed, click “📎 Attach a file from your computer”, or tick a file in the “Customer files in the CRM” list.

Click “Send”.

Tracking sent emails

Open the “📧 Emails” section from the left menu.

Select a filter: “All”, “👁 Opened”, “✉️ Not opened” or “⚠️ Not delivered” — each button shows a count.

See the email status in the “State” column: Sent, Delivered, Not opened, Opened (number of times), Not delivered, Marked as spam, Not sent.

Click a row to open the customer's card; click the email in the card's feed to see its full text and attachments.

Rules

Email must be configured in the system before you can send emails; if it is not configured, the “Send” button is disabled and you need to contact your admin.

Sender address: if the company has connected its own sender (SMTP or Brevo) in Settings → “🔑 Your own integrations” → “📧 Email (your own sender)”, emails go out from the company’s own address; otherwise from the platform’s shared address (crm@sbt.az).

You can attach up to 10 files, with a total size of no more than 15 MB.

When the recipient replies, the reply goes to the sending employee's own email address.

An email that could not be sent is also recorded in the log with the “Not sent” status.

The “Opened” information comes from the email service; because some email programs block images, opens may not always be recorded.

Sending emails requires the add permission for Emails; in restricted visibility mode, a seller only sees emails to their own customers and emails they sent themselves.

Click a row to open that email (text, attachments, open status); click the customer name to go to their card.

“Open not tracked” — if the recipient blocks images or reads in a preview pane, the open cannot be tracked; it does not mean the email was not read.

If the AI assistant is enabled, briefly describe what you want to write in the email window and click “✨ Write with AI” — a subject and text will be prepared. Always review the text before sending.