Sending email - Plugixa CRM

Send from any record, and the message is filed against the person it concerns rather than living in one employee’s inbox.

The emails screen, listing messages with their subject, recipients, the record they belong to, their status and date

Composing

Open a contact, a lead, an account or a case and compose from it. The message records which record it belongs to, so the next person to open that record can see what was said.

Start from an email template to avoid retyping, and the merge fields fill themselves in from the record you are sending against.

The outgoing identity

The Outgoing email settings tab, with the from address, the display name and the reply-to

Settings -> Outgoing email configures three things:

Setting	What it does
From address	What recipients see the message came from
From name	The display name beside it
Reply-to	Where replies should go, if that is somewhere else

Setting reply-to to a mailbox the CRM monitors is what closes the loop: a reply then comes back into the CRM rather than into somebody’s personal inbox.

There is deliberately no SMTP client

This is the most common question about this feature, so here is the answer in full.

Delivery is wp_mail, WordPress’s own mail layer. The plugin ships no SMTP client, and that is a decision rather than an omission.

A standalone CRM needs its own SMTP client because there is no mail layer beneath it. Inside WordPress there already is one, and every SMTP plugin in existence hooks it. Configuring a second set of SMTP credentials here would give your site two places to be wrong and no way to tell which one sent a message.

So if your mail is not arriving, install an SMTP plugin and configure it once, for the whole site. Plugixa CRM will use it automatically, along with everything else that sends mail from your site.

What this module configures is the CRM’s outgoing identity, not its transport.

The status ladder

Status	Means
Draft	Written, not sent
Sending	Handed to the mail layer, outcome not yet known
Sent	Accepted for delivery
Failed	The mail layer refused it
Archived	Filed away

Sending exists for a reason. The handoff can take seconds, and a second click must not send the message twice. The status is written before the attempt and moved after it, so a message stuck in sending is a crash rather than a silence - and that is a useful thing to be able to tell apart.

Sent means accepted, not delivered. wp_mail returning true means the mail layer took the message. What happens after that is between your mail provider and theirs.

Sending to many people

One message to one person is this feature. One message to thousands is mass email, which queues and sends in batches, adds an unsubscribe link that cannot be switched off, and tracks opens and clicks on your own domain.

Troubleshooting

Symptom	Usual cause
Nothing arrives	`wp_mail` is not delivering on this site. Install and configure an SMTP plugin; this is not a CRM problem.
A message is stuck in “sending”	The send crashed mid-handoff. That is exactly what the status is for.
Replies go to a personal inbox	Set reply-to to a mailbox the CRM monitors.
Sent but the recipient says no	Sent means accepted by the mail layer, not delivered. Check your provider’s logs.
The from address is ignored	Some SMTP plugins override it. Theirs wins, because they own the transport.
There is nowhere to enter SMTP details	Correct, and deliberate. Use an SMTP plugin.
The message is not on the record	It was composed without a parent. Compose from the record.

What to do next

Stop retyping: Email Templates.
Receive as well as send: Inbound Email and Email-to-Case.
Send to many: Campaigns and Mass Email.

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