Send messages from the QrX CRM: email, sales mailbox and bulk outreach
You can write to a person straight from the CRM. The message goes out through the QrX Message Centre, so the conversation, the replies and the history stay in one place and show on the person's timeline. This article explains what you can send, which sender is used, how an unknown person who writes to you becomes a lead, how to send to many people, and what texting (SMS and WhatsApp) needs. It is for CRM users and administrators.
What the CRM sends
Email to one person: click Message on the person page or on a row of the People list. On a company page click Message a person at this company and choose the person.
Email to many people: select people in the list and click Send message (bulk outreach). Each person gets their own separate conversation. It is not a newsletter.
SMS and WhatsApp: the CRM composer and bulk send do not send texts. See "Texting" below.
What you need
Your role needs Edit CRM records plus these Message Centre settings: View Message centre, Create conversations, Reply to conversations, Manage conversation participants and Email external people in conversations. If one is missing, the button is greyed out and the hint names the missing settings. A person needs an email address. Bulk outreach also needs a plan with bulk actions (Starter or higher). The organization needs at least one support address set up in the Message Centre.
Write to one person
Click Message.
Check From (the sender) and To (the person's primary email address).
Enter a Subject (200 characters at most) and a Message (plain text, 20,000 characters at most).
Optional: Insert a variable adds CRM fields such as Full name, First name, Last name, Email, Company name, Deal title, Deal value, Deal currency or Owner name at the cursor. Insert a template opens the Message Centre template picker; typing / in the subject or message also finds a template. Message Centre template variables are not filled in here, only the CRM variables. Marketing-class sends require the address to be subscribed and not suppressed (see Sequences and marketing consent).
Click Send. The message Message sent to NAME offers Open conversation.
Replies arrive in the Message Centre and show on the person's timeline (marked Received or Sent, with the mailbox name). A contact who unsubscribed or whose address bounced cannot be emailed, and an archived contact cannot be messaged.
The sender and the mailbox identity
The From list shows your mailboxes. Each one shows how it appears to the recipient: its own address when you set one up and the domain of the sales channel is verified, otherwise "SENDER NAME via QrX". If your organization has a Sales mailbox, it is selected by default and the default support address is not offered. Without a sales mailbox the choice is the Default support address, your organization's support address.
To create a mailbox open Settings > Message Centre > Support > Mailboxes and click Add mailbox. You need the role setting Manage consumer support routing. Fill in the Name, the Purpose (Sales or a custom purpose), the Sales channel, the Sender name and optionally the first part of your own address. Only one mailbox per purpose and channel is allowed, and the channel must already have its default support address. QrX gives the mailbox its own intake address, which customers can write to; you can copy it from the table and it cannot be changed. A mailbox can be deactivated: it stops receiving new mail and its conversations stay.
Your own address. An administrator can give you a personal mailbox: under Mailboxes click Add mailbox and choose your name under Personal mailbox of, for example [email protected]. Only you can send from it and only you see it in the From list. When you have one, it is selected by default every time you click Message, and people who write to it become your people in the CRM. The address is used once the domain of the sales channel is verified; until then the mail goes out as "YOUR NAME via QrX". Each person can have one personal mailbox per sales channel.
How an unknown sender becomes a lead
For every mailbox you choose What happens to the sender:
Do not use the CRM: conversations stay in the Message Centre only.
Link to an existing person: if the sender's email address is already a person in your CRM, the conversation is linked to them. Nobody new is created.
Link or create a person: as above, and when the sender is unknown a new person is created from the email, with the lifecycle stage you choose for new people (Lead if you choose none), an owner as set under Owner of new people (Rotate over the default group, A fixed user or No owner) and the source set to inbound email. If the sender's domain belongs to one of your companies, the person is linked to that company.
Link or create a person and a deal: as above, and the conversation joins the person's open deal in the chosen pipeline, or a new deal is opened in its first stage. This needs a plan with deals.
The same choice exists for the default support address of each sales channel at the top of the Mailboxes page, under Default support address; a channel without a choice only links existing people. A new person is not created when your plan's people limit is reached, or when the person was erased with the block option. The conversation itself is never lost in those cases.
Send to many people (bulk outreach)
On the People list, tick people or use Select all loaded rows and Select all N matching.
Click Send message in the bar. The sheet Send a message to many people opens with From, To (the number of people), Subject and Message. The line "N of M sent today" shows your daily limit.
Click Start sending. Messages go out in small batches while the sheet is open, with a progress bar. You can Pause, Resume or Cancel send. People who already received the message keep it.
Closing the sheet pauses the send. A strip above the People list says "A message send is unfinished" and offers Resume sending. Only the person who started the send, or a user with Manage CRM settings, can continue it. A send covers at most 5,000 people.
People not reached lists who was skipped and why: No email address, Unsubscribed or bounced, Contact archived, Refused by the Message Centre or Person no longer exists.
Daily limit
Bulk outreach is capped per day by plan: Free 0, Starter 50, Team 200, Business 1,000, Enterprise unlimited. The count covers conversations opened by bulk sends since midnight UTC; single messages from the composer are not counted. When the limit is reached the message says "Daily sending limit reached" and the remaining people stay queued; sending can continue the next day or on a higher plan.
Texting (SMS and WhatsApp)
The CRM sends email only. SMS and WhatsApp are part of the Message Centre and work only inside a conversation that belongs to an order, for a customer who ordered. So only people with an order conversation can be texted, and everyone else, such as a lead who never ordered, can only be reached by email. On the person page the Linked shopper card shows their SMS and WhatsApp consent (Allowed, Opted out, Opted in or No answer yet).
Common problems
The Message button is greyed out. The person has no email address, or you lack a permission. Hover over the button.
No support address is set up yet. Ask an administrator to set up a mailbox in the Message Centre settings.
This mailbox no longer exists. Choose another sender under From.
This contact unsubscribed or their address bounced. No email can be sent to them.
The Message Centre did not accept this message. The message shows the reason; if the conversation was created, Open conversation shows it.
Bulk messaging is not switched on for your account yet. Contact QrX support.
Only the person who started this send can continue it. Ask that person, or a user with Manage CRM settings.
A new sender did not become a lead. Check the mailbox setting What happens to the sender, the people limit of your plan, and whether the conversation arrived through the mailbox's intake address.
If a problem remains, contact QrX support and say which message or mailbox it concerns.