Email Campaigns are currently available via early access and on the Premium plan.
If you are on a trial, evaluator account, or Premium plan and would like this enabled, please request a human to review your request.
This feature requires a subscription to the SortScape Premium plan
Email campaigns allow you to send bulk marketing or informational emails to groups of your contacts. This feature is ideal for promoting seasonal services, announcing special offers, or keeping in touch with past customers.
When to use Email Campaigns
Use email campaigns to:
Promote seasonal services (e.g. spring lawn care)
Re-engage past customers
Announce special offers or discounts
Share general updates (holidays, service changes, business news)
Accessing Email Campaigns
To access the campaigns feature:
Navigate to Messages in the main navigation
Click the Email campaigns tab
Who can access this feature
Admin users only
Premium plan required
Creating a Campaign
1. Click Add campaign from the Email campaigns tab
2. Fill in the campaign details:
Campaign name – A descriptive name for your reference (e.g., "Spring Service Special")
From – Select which team member's name and email address should appear as the sender
To – Choose your target audience (see Audiences section below)
Subject – The email subject line (can include personalisation tags)
Message – Your email content (can include personalisation tags)
3. Choose one of the following options:
Save Draft – Save the campaign to send later
Send Now – Immediately queue the campaign for sending
Sender
The From field determines:
Display name – The selected team member's name will appear as the sender name
Reply-to address – When recipients reply to the email, their response will be sent to either:
The "Job email reply-to" address configured in your account settings (if set), OR
The selected team member's email address (if no reply-to is configured)
Audiences
Choose one of three target audiences when creating a campaign:
Audience | Description |
Existing Customers | Contacts with visits scheduled within the next 30 days. These are your active, current customers. |
All Active Contacts | All active contacts in your system who have a valid email address and are subscribed to campaigns. |
Past Customers | Contacts who had visits completed within the past year but have no future visits scheduled. Ideal for re-engagement campaigns. |
The number of contacts in each audience is displayed next to the option when creating a campaign.
Only contacts who meet all of these criteria are included in the audience:
Have a valid email address
Are active (not archived)
Are not unsubscribed to email campaigns
Using Personalisation Tags
You can personalise campaign subjects and messages using template tags such as:
Contact details (first name, last name, display name)
Sender details (name, email, mobile)
Business details (company name)
To see the complete and up-to-date list, use View all tags or the Insert template tag dropdown in the editor.
Saving as Draft
Saving a campaign as a draft allows you to:
Work on the campaign content over time
Review and edit before sending
Share with colleagues for review
Draft campaigns remain editable until they are sent.
Previewing a Campaign
Before sending, you can preview your campaign to see:
1. Template preview – View how the email will look with tags replaced using a sample contact's data
2. Recipient list – See exactly which contacts will receive the email, including:
Their email address
Their name
The personalised subject line
The personalised message content
The preview is available when viewing a draft campaign. It helps you verify that personalisation tags are working correctly and that the right contacts are included.
Copying a Campaign
After a campaign has been sent (or partially sent), you can copy it to create a new campaign based on the original:
View the campaign you want to copy
Click the Copy action from the dropdown menu
The form will open with all content pre-filled
Edit the name and any other details as needed
Save as draft or send immediately
This is useful for running similar campaigns to different audiences or creating follow-up campaigns.
Sending a Campaign
When you send a campaign:
The system validates the campaign (checks email limits, contact validity, content)
Emails are queued and sent in the background
Progress is displayed in real-time with a progress bar
You can monitor the sending progress from both:
The campaign list view (shows progress bar and percentage)
The campaign detail view (shows detailed status)
Viewing Sent Campaigns
After a campaign is sent, you can view:
Total emails sent – The number of emails successfully delivered
Send date and time – When the campaign was sent
Email notification history – A list of all recipients with:
Their email address and name
The subject and message they received
The date and time the email was sent
Campaign Statuses
Status | Description |
Draft | Campaign is saved but not yet sent. Can be edited or deleted. |
Queued | Campaign is being validated and will start sending shortly. |
Sending | Emails are being sent to contacts. Progress bar shows completion percentage. |
Sent | All emails were successfully sent. |
Partially Sent | Some emails were sent, but some failed. May be retryable. |
Validation Failed | Campaign could not be sent due to validation errors (e.g., exceeded daily limit). |
Send Failed | Campaign sending failed completely. |
Limitations
Daily Email Limit
There is a daily email limit per account (rolling 24-hour window)
The system will prevent you from sending a campaign if it would exceed this limit
If you're close to the limit, you'll receive a warning before sending
Content Restrictions
Emails are checked for spam content before sending
Campaigns containing inappropriate or spam-like content will be blocked
Editing Restrictions
Campaigns can only be edited while in Draft status
Once a campaign is sent (or queued for sending), it cannot be modified
To make changes to a sent campaign, use the Copy feature to create a new version
Contact Requirements
Contacts must have a valid email address
Contacts must be active (not archived)
Contacts must be subscribed to email campaigns
Invalid email addresses are automatically skipped when sending
Retrying Failed Campaigns
If a campaign partially fails or encounters validation errors:
View the campaign to see the error details
For Validation Failed: Fix the underlying issue (e.g., wait for email limit to reset) and click Retry Send
For Partially Sent: Click Retry Failed Emails to attempt resending only to contacts that had retryable failures
The system distinguishes between:
Retryable failures – Temporary issues that may succeed on retry
Permanent failures – Issues like bounced emails that won't be retried
How Contacts Can Unsubscribe
Every campaign email includes an Unsubscribe link in the footer. When a contact clicks this link:
They are taken to an unsubscribe confirmation page
Their email is immediately unsubscribed from future campaigns
They can re-subscribe using the link on the confirmation page if they change their mind
Important notes:
Unsubscribing affects email campaigns only – contacts will still receive service-related notifications (visit reminders, invoices, quotes) if those are enabled
Administrators can also manage a contact's campaign subscription from the contact's profile under Subscriptions
Troubleshooting
"Daily email limit reached"
Wait for the 24-hour rolling window to reset
The limit resets gradually as older emails age past 24 hours
"Validation failed" errors
Review the specific error message displayed
Common causes: exceeded email limit, spam content detected, no valid contacts
Fix the underlying issue and use Retry Send
Campaign stuck in "Sending" status
If a campaign appears stuck (shows "Stuck" label), use the Retry option
The system automatically detects campaigns that haven't made progress in 30 minutes
Retrying will continue from where it left off without re-sending to contacts who already received the email
Contacts not receiving emails
Verify the contact has a valid email address
Check the contact's subscription settings (must have "email campaigns" enabled)
Check your spam/junk folder
Review the campaign's email notification list to see if the email was sent
If the email shows as sent, the contact may need to check their spam folder or whitelist your sending address