Setting Up Automatic Email Sending from Bitrix24 CRM
After each funnel stage you need to send the client an email: a welcome after first contact, a proposal after qualification, a reminder two days later, a thank-you after payment. Nobody does this consistently by hand. We configure auto-sending via robots.
Email Infrastructure Requirements
Before configuring robots, the mail setup must be correct. A common mistake: robots are configured, but emails go out from the technical address @bitrix24.com and land in clients' spam.
Correct setup: Settings → Mail → Outgoing Mail — connect a corporate SMTP (Google Workspace, own server). After that, all emails from CRM are sent from the corporate domain.
Additionally — SPF and DKIM records for the domain. Without them, automated emails receive a low rating and go to spam even from a corporate address.
"Send Email" Robot
Configured in CRM → [Funnel] → Robots → [Stage] → Send Email to Client.
Parameters:
- From — sender address. Options: portal mail, the deal's responsible person's personal mailbox, a fixed address.
-
To — the contact's or company's Email field from the deal (
{=Document.CONTACT_EMAIL}), or a fixed address. -
Subject and body — support substitution of all deal fields via
{=Document.FIELD_NAME}. - Delay — email goes out immediately or after N hours/days.
Email Templates
For repeatedly used emails, templates are created: CRM → Settings → Email Templates. A template is an HTML email with variables. When configuring a robot, the template is selected and variables are substituted automatically.
Basic HTML template for a robot:
<p>Hello, {=Document.CONTACT_HONORIFIC} {=Document.CONTACT_NAME}!</p>
<p>Your request <strong>#{=Document.ID}</strong> has been received.</p>
<p>Manager {=Document.ASSIGNED_BY_FULL_NAME} will contact you within an hour.</p>
Note CONTACT_HONORIFIC — the salutation. The field is often empty if it wasn't filled in when creating the contact. It's better to omit it or use a neutral form.
Email Open Tracking
Emails sent from CRM are tracked: you can see when a client opened the email and clicked links. Data is visible in the deal timeline.
For an automatic reaction to an email being opened — the Email Opened trigger. When it fires, the deal can be moved to a stage or the next reminder robot can be launched. This is exactly how a follow-up email chain is built.
Email Chain (Drip Campaign)
Example sequence for a SaaS product:
- Stage "New" → "Welcome" email (immediately)
- Delay 1 day → "How to Get Started" email (if first email wasn't opened — a different email)
- Delay 3 days → "FAQ" email
- Delay 7 days → "Demo call with manager" email
Branching based on email opens requires using triggers together with robots — you can't build a conditional chain with robots alone.
Setup Time
| Task | Time |
|---|---|
| SMTP setup and deliverability check | 1–2 h |
| Creating 3–5 email templates | 2–3 h |
| Robots with delays for one funnel | 2–3 h |
Full setup of an automated email chain — 1 working day including writing the copy, building templates, and testing delivery.