Sending Emails

Refinery CRM includes a built-in email composer for sending direct messages to individual customers. Emails are delivered through the store’s existing WordPress email configuration and use WooCommerce email templates for consistent branding.

Sending an email

1. Open a customer profile by clicking a customer in the list.
2. Click the Send Email button.
3. Enter a subject line.
4. Compose the message using the rich text editor.
5. Click Send.

The recipient’s name and email address are pre-filled from their profile. A confirmation message appears when the email is sent successfully.

Email templates

CRM emails use the store’s WooCommerce email template automatically. This means the header, footer, and color scheme match order confirmations and other WooCommerce transactional emails.

Any customizations applied to WooCommerce email templates carry over to CRM emails as well.

Email delivery

Emails are delivered through the WordPress email system. If a Simple Mail Transfer Protocol (SMTP) plugin is configured (such as WP Mail SMTP, FluentSMTP, or a similar plugin), CRM emails route through that connection automatically.

For the best deliverability, configure a transactional email service like SendGrid, Postmark, or Amazon SES via an SMTP plugin.

Customizing the CRM email template

To override the default CRM email template, copy the template file into the active theme:

1. Copy wp-content/plugins/refinery-crm/templates/emails/crm-email.php
2. Paste it to wp-content/themes/your-theme/woocommerce/emails/crm-email.php

The theme copy takes priority over the plugin default. A plain-text version is also available at templates/emails/plain/crm-email.php and can be overridden in the same way.

Troubleshooting

• Emails not arriving — WordPress uses the PHP mail() function by default, which many hosting providers restrict. Install an SMTP plugin and configure it with a transactional email service to ensure reliable delivery.
• Emails landing in spam — Verify the sending domain has SPF, DKIM, and DMARC records configured. Most SMTP plugins provide setup guides for these DNS records.
• Email styling does not match WooCommerce emails — CRM emails inherit the template set in WooCommerce → Settings → Emails. Verify the WooCommerce email template is configured and that no caching plugin is serving a stale version.

Next steps

• Customer segments — Create dynamic groups to identify which customers to contact
• Settings — Configure display preferences and manage the license key