The emails section in SHR CRM is your central workspace for creating, configuring, and managing all outbound email communications. From this area you can build new email templates, configure send settings, manage scheduling, and review performance data.
📌Note: The emails section supports two distinct email types: Template Emails and Segment Emails also referred to as Broadcast Emails. Both are configured in the same place. The key difference is how and when they are sent.
Email types
Before creating an email, it is important to understand which type best suits your use case.
| Template Email | Segment Email (Broadcast) |
Purpose | Automatically triggered by campaigns, forms, or point triggers | Manually sent to one or more Segments of contacts |
Editing after send | Can be edited at any time | Cannot be edited once sent |
Segment assignment | Not assigned to a Segment | Must be assigned to a Segment |
Scheduling | Controlled by the Campaign or trigger | Controlled by Publish date/time |
Ongoing sends | Sends to each new qualifying contact | Can continue sending as new contacts enter the Segment |
The email index
The index lists all emails in your instance. Use the search and filter panel to narrow results. Follow the steps below to search for an email.
From the left navigation menu, click Campaign Management Tools.
Click Channels.
Click Emails.
Use search filters to locate a specific email.
Click Search.
Search and filter options
Filter | Description |
Name | Search by the email template's internal name |
ID | Numerical ID associated with the template. Enter multiple IDs separated by commas |
Category | Filter by category as configured in your CRM instance |
Segment | Filter by associated Segment |
Language | Filter by the language associated with the template |
Created by me | Toggle to show only templates you created |
Active Only | Toggle to show only active emails |
Hide Expired / Show Expired | Control visibility of expired templates |
The index columns are also sortable and filterable:
Name.
Type: Segment or template.
Has A/B test: Yes or no.
Category.
Status:
For segment emails start send date or time.
For template emails activation date or time.
Row actions
Click the dropdown arrow next to any email row to access the following actions:
Edit: Opens the email configuration for editing.
Clone: Creates a copy of the selected email.
Delete: Permanently removes the email.
📌Note: Even if an email is cloned from a previously used template, it must still be Litmus tested before sending to ensure content and structure display correctly across all email clients.
Creating a new email
New emails can be created from scratch or cloned from an existing template.
Creating a new email from scratch
Follow the steps below to create a new email from scratch.
From the left navigation menu, click Campaign Management Tools.
Click Channels and click Emails.
Click the + New button in the top-right corner.
A dialog will appear: What type of email do you want to create?
Select either New Template Email or New Segment Email.
The email setup screen will open, displaying three configuration tabs: Detail, advanced and templates.
Creating a new email by cloning an existing email
Follow the steps below to create a new email by cloning an existing email.
From the left navigation menu, click Campaign Management Tools.
Click Channels and click Emails.
Locate the email you wish to clone using the search filters.
Click the dropdown arrow on that row and select Clone.
Choose the email type for the clone either template or segment.
The cloned email opens in edit mode, proceed to configure it as needed.
🤓Tip: Cloning is a fast way to reuse structure and design. Remember to update the subject, internal name, and any segment assignments before sending.
Configure an emails detail tab
The detail tab contains the primary identity and scheduling fields for the email.
From the left navigation menu, click Campaign Management Tools.
Click Channels and click Emails.
Click the name of the email you want to configure, or create a new one using the steps above.
Click the Detail tab.
Complete the fields as required.
Click Apply to save and continue, or Save and Close to return to the index.
Detail tab fields
Outlined below are the fields in the details tab:
Field | Required | Description |
Subject | Yes | The subject line displayed in the recipient's inbox. |
Internal Name | Yes | A name for internal reference only — not visible to recipients. |
Title | No | Used as the title tag in the email HTML — supports screen readers and browser tab display when viewed in a browser. |
Category | No | Groups templates by type for organization and reporting purposes. |
Language | No | The language the email is written in. Adds the appropriate language tag for screen readers and web view. |
Active | Yes | Controls whether the email is live. It is recommended to leave this set to No until the email is fully built and approved. |
Publish at | No | Date and time the email becomes active and eligible to send. |
Unpublish at | No | Date and time the email deactivates. Leave blank for ongoing use, or set an end date for time-limited promotions. |
The detail tab also includes optional UTM tag fields for campaign tracking:
Field | UTM Parameter | Usage |
Campaign source | utm_source | Identifies the source of the traffic (e.g. newsletter) |
Campaign medium | utm_medium | Identifies the channel (e.g. email) |
Campaign name | utm_campaign | Identifies the specific campaign |
Campaign content | utm_content | Differentiates between links or variants within the same campaign |
Configure an emails advanced tab
The advanced tab controls the sender details and plain text fallback for the email.
From the left navigation menu, click Campaign Management Tools.
Click Channels and click Emails.
Click the name of the email you want to configure, or create a new one using the steps above.
Click the Advanced tab.
Complete the fields as required.
Click Apply to save and continue, or Save and Close to return to the index.
Advanced tab fields
Outlined below are the fields in the advanced tab:
Field | Description |
From Name | The name the email appears to come from — this can be a person's name, a hotel name, or a brand name |
From Address | Select from the dropdown list. These addresses are verified by SHR and AWS. If the required address is not listed, the system default will be used |
Reply to Address | The address that replies are forwarded to. If left blank, the system default ([email protected] or [email protected]) is used |
BCC Address | A blind copy address — this address will receive a copy of every email sent using this template |
Plain Text Version | A stripped-down text-only version of the email for recipients with HTML disabled in their email client. Select Auto Generate after the template content is complete |
⚠️Important: From Address options are managed by SHR and must be AWS verified before they appear in the dropdown. Contact your SHR team to add or update verified sending addresses.
Configure an emails templates tab
The templates tab allows you to choose a pre-designed layout to use as the starting point for your email content. Once a template is selected, it can be fully customized in the designer.
Select a template
Outlined below are steps to selecting a template.
From the left navigation menu, click Campaign Management Tools.
Click Channels and click Emails.
Click the name of the email you want to configure or create a new one.
Click the Templates tab.
Use the category, sub category, and name filters to browse available templates.
Click Select on the desired template.
A confirmation dialog will appear, click Yes, select it, then click Apply.
A message will confirm the selection has been applied.
Click the Designer button to begin editing the template content.
🚨Warning: Changes are not saved automatically. If you close the session or it times out before clicking Apply, your template selection will be lost.
Create an email without a template
Follow the steps below to create an email without a template.
From the left navigation menu, click Campaign Management Tools.
Click Channels and click Emails.
Click the name of the email you want to configure, or create a new one using the steps above.
Click the Templates tab.
Configure an emails configuration tab
Follow the steps below to save changes via the configuration tab.
Saving your configuration
Two save options are available from any configuration tab.
Option | Description |
Apply | Saves all changes and keeps the email open for continued editing |
Save and Close | Saves all changes and returns you to the Emails index |
Viewing email performance
Once an email has been sent, performance data is available directly from the email record.
From the left navigation menu, click Campaign Management Tools.
Click Channels and click Emails.
Click the name of the email you want to review.
Select the relevant tab:
Email details tab:
Displays key metadata about the email: category, created by, created on, last modified, publish and unpublish dates, ID, and the theme used.
A donut chart on the right shows at-a-glance delivery status including sent, read, and pending counts. The chart can be refreshed while on the page to see the latest figures.
Email stats tab:
Provides a breakdown of engagement across segments and devices. For segment emails, segment comparison statistics show performance across multiple audience groups, including stats by device type including desktop, smartphone and tablet.
The date range can be adjusted using the from and to filters, then clicking view to refresh the data.
Click counts tab:
Shows link-level engagement data: each URL included in the email is listed alongside its total clicks, unique clicks, and tracking ID. Clicking a unique click count will take you to the full list of guest profiles that interacted with that link.
📌Note: When navigating from an email to the profile list, your search filters carry over automatically. Page and source IDs are visible at the bottom of the screen and on the email index, so you can continue to refine your search.
Broadcast queue tab:
The broadcast queue tab shows the send queue for a specific segment email broadcast instance. Use the select broadcast instance dropdown to choose the send run you want to review, and filter by status to focus on specific delivery outcomes.
Summary cards display colour-coded counts for: Total, pending, processing, sent, failed, and frequently blocked.
Each row in the queue shows the EmailQueueMasterID, email ID, guest, variation ID, status, date added, date processed, retry count, error message, and a view button to open the exact email content sent to that guest.
Variants tab:
If the email includes an A/B test, the variants tab allows performance to be reviewed by individual variant to assess which version performed better.
Segment email send process
Segment emails also called broadcast emails are sent directly to contacts within one or more segments, without using the campaign builder. The send is scheduled using the publish date and time fields.
Before you send an email
Before you send an email consider the following.
The segment email must be fully created, published, and ready at least 24 hours before the scheduled send time.
The segment must also be created and fully built at least 24 hours before the scheduled send.
It is strongly recommended to complete a full test send before going live with your audience.
Setting up a segment email send
Follow the steps below to set up a segment email send.
From the left navigation menu, click Campaign Management Tools.
Click Channels and click Emails.
Click the name of the segment email you want to send, or create a new one using the steps above.
Click the Detail tab.
In the segment selection area, assign one or more segments. Confirm each selected segment is active and up to date.
Set Active to Yes.
Enter the Publish at date and time.
Optionally enter an Unpublish at date and time for time-limited promotions. Leave blank to continue sending to new contacts as they enter the Segment.
Click Apply or Save and Close.
🚨Warning: Publish times are based on your CRM system time zone. Contact your SHR team if you are unsure of your system's configured time zone.
What happens at send time of an email
Once the publish date and time is reached:
The email status changes from pending shown as yellow to published shown as green.
The system begins pre-processing the audience, including deduplication and opt-out removal.
Sending begins immediately after processing completes.
Larger segments will take longer to prepare, this is expected behaviour.
🤓Tip: For segments with up to 100,000 contacts, keep segment emails enabled for at least 24 hours to ensure the full audience receives the send. If a segment email is unpublished early, new profiles that have since entered the segment will not receive it.