Syncro's Mailer allows you to set up a variety of campaigns to keep in touch with your customers.

For example, you can create automated follow ups to check-in after a ticket has been resolved, all based on specific time frames that work well for you. Alternatively, you can do one-time email blasts to all customers or a portion of your customers based off Saved Customer Searches.

Note: Free and Trial accounts have certain restrictions on Mailer Campaigns. In particular, blast emails are forbidden, and triggered campaigns that target more than a few customers in a given day are blocked.

Display the Mailer Tab

To show the Mailer module/tab, follow these steps:

1. Click your name in the Syncro User Menu (in the top right-hand corner of Syncro). 
2. Select “Tabs Customization.”
3. Check the “Mailer” box. (If desired, change the order of the tabs using the triple-line icon).
4. Click Save.

Start a Campaign

To start a campaign, follow these steps:

1. Navigate to the Mailer module/tab. (It may appear under the More menu.)
2. To use a predefined campaign, click Enable on any of the campaigns listed in the Mailer Templates Gallery. The campaign will appear in the “Your Running Mailers” section at the top. 
   Tip: You can click Preview to see the campaign.
3. To create your own custom campaign, click Start on the Custom Campaign tile. Syncro displays the New Mailing page: 
   
4. Continue with Create a New Mailing.

Create a New Mailing

To supply details for a custom campaign you started, complete the fields on the New Mailing page:

1. Enter a Name for the Mail Campaign.
2. Optionally uncheck “Include Marketing Contacts” (which is turned on by default). A checked box means that both Customers and Contacts with valid emails and their “Receive Marketing Emails” box checked will receive this email. If you uncheck this box, only Customers with “Receive Marketing Emails” turned on will receive the email, but NOT their Contacts. 
   IMPORTANT: If you want to send the campaign to Contacts only, edit the the Customer's record so that “Receive Marketing Emails” is unchecked. Then, edit each Contact's record so the “Receive Marketing Emails” box IS checked.
3. Select the Campaign Type: One-Time Blast Mailing or Automatic Triggered Mailing. See About the Custom Campaign Types for details.
4. The Mailer Medium Type displays Email and you have no other option unless you have a Twilio Integration, in which case you can change this to SMS.
5. If desired, you can select a Saved Customer Search and/or a Saved Asset Search.  
   Note: When your campaign starts, it will go to the customers listed in the search you created. If someone is on both lists, they will not receive the campaign twice—only once.
6. Enter an Email Subject.
7. Select a From Mailbox Address to use as the Sender email address for the given campaign. 
   Note: If, before the release of Multiple Outgoing Email Addresses, you had entered an email address that did not match an active Mailbox, a placeholder Mailbox was created and populated for you in the “From Mailbox Address” field. This mailbox must be activated before it can be used with a Mailer Campaign: 
   
8. Create your Email Body using the editor and toolbar.
9. Click Create Mailing.

About the Custom Campaign Types

One-Time Blast Mailing (will go to all customers): After selecting this type, select a Send On date. (Syncro will automatically send the one-time blast out on that date.)

Automatic Triggered Mailing: First, enter a number of days in the “Trigger Mailing When” field. Then select one of two options:

1. Days Since Ticket Closed: For customers to be included in the recipient pool for this email, the following must be true: 

• A ticket of theirs has been set to Resolved the number of days ago you entered in “Trigger Mailing When” field, 
• A paid Invoice is attached to that ticket, and 
• The ticket has NOT been reworked.

Notes:

• If a ticket is marked Resolved but does not have an invoice attached or has an unpaid invoice attached, the customer will NOT be included. 
• Although the tooltip for this option says one requirement is "Issue Type not iPhone," that is no longer true and you can ignore it.

2. Days Since Customer Created: The customers included in the recipient pool is based on their creation date.

Tip: To send the mail to all matching customers regardless of when they were created, enter 0 in the “Trigger Mailing When” field.  This skips the customer creation check. Without a time delay of 0, only new customers get the email. If you select Days Since Ticket Closed, only customers meeting the search and having a paid invoice/resolved ticket would ever get it.

For Automatic Triggered Mailings, you can also optionally set a Re-Arm time, which determines how long after receiving a mail from this campaign a customer is eligible to receive the same mail again. 

For example, with a re-arm of 14 days, a customer that receives the mail one day can receive the same mail two weeks later, if they still meet the criteria for the campaign. 

Pause a Campaign 

If you want to pause a campaign, follow these steps:

1. Navigate to the Mailer module/tab. (It may appear under the More menu.)
2. In the “Your Running Mailers” section at the top, click the Edit (Pencil) icon for the campaign you want to pause.
3. Check the “Pause This Campaign” box (it's just under the Mail Campaign Name field).
4. Click Update Mailing. Your campaign will stop running until you return here and uncheck the box.

View Campaign Statistics

See how effective a campaign is by clicking its graph icon:

Statistics display how many people are getting your campaigns, and if they are opening them, clicking them, or sending them to Spam. It will also show Bounces.

FAQs