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Avoid the Spam Folder by Correctly Setting-up Email in SugarCRM

by Amanda Anderson on March 2, 2012

4 minute read

This past Tuesday W-Systems hosted the first of a three-part series webcast on email campaigns in SugarCRM. W-Systems' VP of Products and Technology Bill Harrison set the stage for the series by explaining how email is technically delivered. He also discussed the areas where an email can get tripped up and what that means for marketers.

Since the CAN-SPAM Act of 2003, email providers and transfer senders are now more sophisticated about validating who you are. Some of the provisions outlined in this law require mass emails to have an unsubscribe link and to come from an identified sender. The benefit to you is that email providers are better able to block unwanted spam mail. It’s designed to prevent non-legitimate emails from reaching you. Because of this, marketers have to be aware of the spam traps that are out there.

Internet providers are now policing small independent email providers who send a large number of emails out to the Internet. Fortunately, the marketplace has responded to this shift by providing intermediaries that help an independent person get their email delivered. Message Transfer Agents (MTA) such as Amazon SES and inBOX25 are examples of third-party services that act as a trusted source to get your email message delivered. W-Systems highly recommends using an MTA to send emails out of SugarCRM.

After Bill Harrison gave some background on email deliverability issues, Epicom’s Engineering Manager Eric Wikman showed how to configure email to work properly in SugarCRM. The training was focused in the Admin section of Sugar. Configuring and setting up email in Sugar to work correctly in email campaigns, schedulers, and workflow rules is a multi-step process. If your email is not sending properly, there are five variables to check when troubleshooting.

  1. View campaign diagnostics. This is in the drop-down tab of the campaigns module and is the first place you should check if an error occurs. If the diagnostic check comes back bad, it will tell you where to look to solve the issue. If it says everything is OK, but you’re still having trouble sending emails, continue to the second check.
  2. Look at the email queue to see if any emails got stuck. An email queue acts as a bucket where emails can be sent out in batches. Test emails in Sugar don’t get sent to the queue. The test emails may be delivered correctly, while the actual emails may still fail. If there are emails in the queue, that for some reason did not get sent out, you can manually push them through.
  3. Have a valid SMTP server.
  4. Make sure your Sugar email scheduler and bounce mailbox is setup and correctly configured.
  5. Have your server setup to run cron jobs. This is a commonly overlooked step when configuring email in SugarCRM.

Part two of the series covers building the actual email campaign in SugarCRM. Eric Wikman will give another training session on how to create email templates and newsletters, embed tracker links, and create target, suppression, test, and seed lists in Sugar.

If you have any questions about configuring email in SugarCRM, contact us here.

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