Documentation
Bulk Mail guide
Everything you need to send personal-feeling sales emails from your own mailbox, collect one-click answers, and hand warm leads to Sales Coach.
Overview
Bulk Mail sends campaigns from your own email account, a few at a time, so they arrive like normal one-to-one email rather than newsletters. The building blocks are:
| Mailbox | The email account campaigns are sent from (your SMTP login). Each mailbox warms up gradually and has its own daily limit. |
|---|---|
| Audience | A list of contacts, uploaded from CSV or added by hand. |
| Template | The email subject and body, with merge fields like {{first_name}}, links and one-click buttons. Optionally a follow-up email. |
| Campaign | One audience + one template + a schedule. Created with the campaign wizard. |
| Responses | Replies, form submissions and one-click answers land on the Leads page. Positive ones are passed to Sales Coach automatically. |
Mailboxes & sending limits
Add your mailbox under Mailboxes with its SMTP server, port and password, then run Verify SMTP. Campaigns can only use verified mailboxes. The mailbox's own Send test button sends a short fixed message to check the connection.
How fast emails go out
- Warm-up: a new mailbox starts at 15 emails per day and adds 5 per day until it reaches its daily cap (100 by default). This protects your domain's reputation.
- Sending window: emails only go out on your send days (Mon–Fri by default) between your window hours (9:00–16:00 by default), in the timezone set in Settings.
- Batches: emails are sent in small batches (5 by default) with a random pause between each email, and batches are spread across the remaining sending window.
- Test sends never count toward the daily limit.
Audiences & CSV import
Create an audience under Audiences, then upload a CSV or add contacts one at a time.
CSV format
Only an email column is required. Column names are matched without regard to capitals:
| Field | Accepted column names |
|---|---|
| Email (required) | email, email address, e-mail, emailaddress, contact email, work email, business email, email 1 |
| First name | first_name, first name, firstname, given name |
| Last name | last_name, last name, lastname, surname, family name |
| Full name (split automatically) | name, full name, fullname, contact name, contact full name, contact |
| Company | company, company name, organization, organisation, business name, business |
| Title | title, job title, position, role |
From Excel, use File → Save As → CSV UTF-8. Plain CSV also works; accented names are preserved either way. All other columns are kept with the contact.
Names in one column
If there is no separate first/last name column, a full-name column is split for you:
| In the file | First name | Last name |
|---|---|---|
| John Smith | John | Smith |
| Mary Ann Smith | Mary | Ann Smith |
| Smith, John | John | Smith |
| Dr. Jane Doe | Jane | Doe |
| JOHN SMITH | John | Smith |
| 100 Shafer LLC (looks like a business) | left blank | |
Cleaning & duplicates
- Emails are trimmed and lower-cased;
mailto:and <brackets> are removed. If a cell holds several addresses, the first is used. - Rows with no email, or an invalid one, are skipped.
- The same email twice in one file: the first row is kept.
- Someone already in your account is linked to the new audience, not duplicated.
- Unsubscribed and bounced addresses are never imported.
After every upload you get a summary, e.g. “Added 340 new contacts, attached 12 existing. Skipped: 3 duplicate emails in file, 9 rows with no email, 1 invalid email, 2 on suppression list.”
Plan limits
Regular plans allow up to 3,000 contacts per audience, Pro up to 25,000. Uploads that would exceed the limit are refused with a message explaining how many still fit.
Export
Export CSV (next to Delete audience) downloads email, first_name, last_name, company for every contact in the audience, excluding unsubscribed and bounced addresses. The file opens directly in Excel and can be edited and uploaded again.
Templates & merge fields
Templates hold the subject and body of your email, plus an optional follow-up.
Merge fields
| Field | Replaced with |
|---|---|
{{first_name}} | Contact's first name |
{{last_name}} | Contact's last name |
{{company}} | Contact's company (“your company” if unknown) |
{{title}} | Contact's job title |
{{email}} | Contact's email address |
{{company_name}} | Your company name from Settings |
Always use two curly braces on each side — {first_name}} will be sent as typed.
When a field is empty
An empty field disappears cleanly, together with the space before it (and a comma before it at the end of a line):
| Template | Name known | No name |
|---|---|---|
Good afternoon {{first_name}}, | Good afternoon Brian, | Good afternoon, |
Hi {{first_name}}, | Hi Brian, | Hi, |
Quick question, {{first_name}} | Quick question, Brian | Quick question |
Links
Paste web addresses as plain text, e.g. https://example.com/. They become clickable links showing just example.com, in previews and in sent emails.
Preview & test
Preview shows the email with sample data without saving. Save & Preview saves first. In the campaign wizard, Send test email sends the real template to you, filled in with the first contact of the chosen audience.
Follow-ups
Enable a follow-up on the template to send a second email a few days later (4 by default) to contacts who haven't replied, unsubscribed or bounced. Follow-ups use the same mailbox limits.
One-click responses
One-click responses are answer buttons inside your email — Book a call, Send me pricing, Not interested. The recipient clicks once and their answer is recorded. No form, no typing, no reply needed.
The default library
Every account starts with twelve ready-made one-clicks (edit them under One-clicks):
| Button | Recorded as |
|---|---|
| Yes, interested · Send me a demo · Book a call with me | Interested |
| Tell me more · Send me pricing | Question |
| Maybe later · Not right now · Refer a colleague | Other |
| Not interested · Wrong person | Not interested |
| Unsubscribe · Too many emails | Unsubscribe |
Creating your own
- Name — internal label.
- Button label — the link text the recipient sees.
- Triage action — Interested, Question, Not interested, Other, Unsubscribe, or record only.
- Send them to (optional) — a web page to open after the click, e.g. your booking page. See Booking links.
Adding buttons to an email
In the template editor click Insert One-Click, pick a one-click and it is inserted as [Book a call with me] {{one_click:21}}. In the sent email this becomes a link with your label, unique to each recipient. Put each button on its own line; 3–5 buttons work best.
What happens on click
- The answer is recorded against that recipient and campaign, and appears on the Leads page.
- Interested and Question answers are passed to Sales Coach within about a minute.
- Unsubscribe adds the address to your suppression list — no campaign will email it again.
- The recipient sees a thank-you page, or is taken to the Send them to page.
Booking links
Set Send them to on “Book a call with me” to your Cal.com or Calendly booking page. After the click is recorded the recipient lands on your booking page with their name and email already filled in — booking takes one more click. Only https:// links are accepted. To have booked calls appear in Sales Coach, connect Cal.com as described in the Sales Coach guide.
Protection against email scanners
Company mail systems (especially law firms and large organisations) often open every link in an incoming email to check it for malware. Without protection, that would “click” every button at once. Bulk Mail detects this: if one recipient triggers two or more different buttons within 10 seconds, all of them are treated as a scanner and ignored, and anything they triggered (including an unsubscribe) is undone. A scanner that opens only a single link can still get through, so treat an isolated answer from a large organisation with a little caution.
Forms
Forms collect more detail than a one-click — e.g. a demo request with phone number and preferred time. Add a form link to a template from the template editor; each recipient gets a personal, pre-filled link. Submissions appear on the Leads page, are added to the form's audience, and interested ones go to Sales Coach.
After submitting, the visitor sees the form's success message. If you set a redirect URL on the form (for example your booking page), they are taken there automatically after a few seconds, with a “Go now” link straight away.
Your own domain for forms
Forms work straight away on bulkmail.yourprodesk.com/f/…. To make form links use your own brand — e.g. https://forms.yourcompany.com/demo-request — connect a custom domain. It's optional and included in Bulk Mail.
- Open Custom domains → Add a custom domain and enter a subdomain you control, such as
forms.yourcompany.com. Don't use your main website address; domains inside yourprodesk.com can't be used. - The domain's page shows a CNAME record to add at your DNS provider (Namecheap, GoDaddy, Cloudflare, your web host…):
If the page also lists a one-time TXT record (ownership or SSL validation), add that too.Type Name Target TTL CNAME forms.yourcompany.com bulkmail.yourprodesk.com Auto (or 3600) - Wait for the status to go Pending DNS → Validating → Issuing cert → Active. This usually takes 5–15 minutes after your DNS change; use Refresh to check.
- Edit a form and choose your domain. Its links — and the confirmation emails of signup forms — now use your address.
The SSL certificate (the padlock in the browser) is issued and renewed automatically.
Campaigns
Start a campaign from Campaigns → New campaign. The wizard walks you through:
- Audience — pick a list (the number of contacts is shown), create one, or paste addresses for a quick one-off send.
- Template — pick the email to send.
- Schedule & details — send now or at a set time.
- Test send — send the real email to yourself. One-click links in a test are displayed but do not record anything.
- Pre-flight checks — mailbox, sending window, campaign limits.
- Launch.
Campaigns at the same time
| Plan | Campaigns sending at once |
|---|---|
| Regular | 1 |
| Pro / Scale | Unlimited |
Campaigns running together take turns and share your mailbox's daily limit — more campaigns spread the same daily volume, they don't increase it. A campaign whose emails are all sent but whose follow-ups aren't due yet stays “sending” and simply passes its turn to the others.
You can pause, resume or cancel a campaign on the Campaigns page.
AI reply triage
When reply tracking is turned on for a mailbox (the IMAP settings on the mailbox), Bulk Mail regularly checks its inbox for replies to your campaigns. Only replies from contacts in your campaigns are processed — the rest of your inbox is left alone — and each message is handled once.
Every reply is read by AI (Anthropic's Claude Haiku) and sorted into a category:
| Category | Meaning | What happens |
|---|---|---|
| Interested | Wants to talk, buy or see a demo | Listed on Leads, sent to Sales Coach, follow-ups stop |
| Question | Asks about price, specs or details | Listed on Leads, sent to Sales Coach, follow-ups stop |
| Not interested | Declines | Listed on Leads, follow-ups stop |
| Unsubscribe | Asks to be removed | Listed on Leads, follow-ups stop |
| Out of office | Automatic away or vacation reply | Follow-up still goes out as scheduled |
| Other | Anything else | Listed on Leads, follow-ups stop |
For interested replies and questions the AI also extracts the phone number, company and role when mentioned, plus a one-sentence summary of what the person wants — so you can act without opening every email.
- Only the subject and the first 2,000 characters of a reply are sent for classification.
- If the AI can't be reached, the reply is still saved and the contact is still treated as having replied (no follow-up after a real reply); classification is retried automatically every 10 minutes.
- You can correct a category on the Leads page if the AI got it wrong.
Leads & responses
The Leads page combines every response in one list:
- Replies — read from your mailbox and sorted by AI reply triage.
- Form submissions.
- One-click answers (scanner bursts excluded).
Filter by category or status and set a status as you follow up. Interested and question responses also become leads in Sales Coach.
Unsubscribes & bounces
Every email includes an unsubscribe link in the footer, as required by anti-spam law. Addresses are added to your suppression list when someone:
- uses the footer unsubscribe link (it asks for confirmation, so scanners can't trigger it),
- clicks an Unsubscribe one-click button, or
- hard-bounces (the address doesn't exist).
Suppressed addresses are never emailed by any campaign, are skipped on CSV import, and are left out of exports.