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User Guide

Overview

This guide covers how to send email blasts with pickup response buttons and how to monitor customer responses.

Last Updated: February 2026 Duration: 20 minutes Audience: CSRs, Dispatchers, Managers

Lesson 1: Sending Email Blasts

Learning Objectives

  • Create a mass email with pickup response buttons
  • Use saved filters to target specific customers
  • Understand what happens when customers respond

Step-by-Step: Create a Pickup Email Blast

Navigation: Email Marketing → Mass Email from Filter

Click Mass Email from Filter in the top menu bar to open the dialog:

Mass Email from Filter dialog

The dialog has two sections: Select Recipients (left) and Mailing Options (right).

Step 1: Select Your Recipients

You have two options:

Method When to Use
Use Saved Filter When you have a pre-defined customer segment (e.g., "Active Recycling Customers")
Manually Select Contacts When targeting specific customers

Using a Saved Filter:

  1. Set Selection Method to "Use Saved Filter"
  2. Click the Saved Filter dropdown
  3. Select your filter (e.g., "Recycling - Due for Contact")
  4. The Number of Contacts will update automatically

Manually Selecting Contacts:

  1. Set Selection Method to "Manually Select Contacts"
  2. Click in the Contacts field
  3. Search and select customers
  4. Use Shift+Click to select multiple

Step 2: Enable Pickup Response Links

  1. Check the box "Include Pickup Response Links"
  2. An info box will appear confirming the feature is enabled

What This Does

When enabled, each customer receives a personalized email with unique tracking links. The system generates a secure token for each recipient.

Step 3: Set Email Subject

  1. Enter a subject line in Email Subject
  2. Keep it clear and action-oriented

Good Examples:

  • "Do You Have Materials Ready for Pickup?"
  • "Quick Check-In from Scott Recycling"
  • "Ready for Your Next Recycling Pickup?"

Avoid:

  • Vague subjects like "Hello" or "Update"
  • ALL CAPS or excessive punctuation

Step 4: Create the Mailing

  1. Click Create Pickup Mailing
  2. Wait for confirmation message: "X pickup response tokens generated"
  3. You'll be redirected to the mailing editor

Step 5: Review and Send

  1. Review the email content (pre-filled with pickup buttons)
  2. Optionally customize the message above the buttons
  3. Click Send when ready
  4. Confirm the send action

The Email Your Customers Receive

Customers will see a professional email with:

  • Personalized greeting with their company name
  • Brief message asking about pickup needs
  • Two prominent buttons:
  • Green "Yes, I Need a Pickup" button
  • Gray "No, Not Right Now" button
  • Scott Recycling footer with contact info

Lesson 2: What Happens When Customers Respond

"Need Pickup" Response

When a customer clicks "Yes, I Need a Pickup":

Action Result
Lead Created/Updated Lead moves to "Needs Pickup" stage
Note Created "Customer requested pickup via email link" logged
last_decision_maker_date Updated to today
Response Record Marked as "need_pickup" with timestamp

What This Means:

  • The lead appears in the dispatcher's queue
  • Customer is flagged for pickup scheduling
  • The contact shows as recently engaged

"No Pickup" Response

When a customer clicks "No, Not Right Now":

Action Result
NO Lead Created Customer stays in regular cycle
Note Created "Customer indicated no pickup needed via email link" logged
last_decision_maker_date Updated to today
Response Record Marked as "no_pickup" with timestamp

What This Means:

  • Customer won't re-enter the call queue until their next followup date
  • Followup cycle resets: next contact = today + their followup frequency
  • No dispatcher action needed

Customer Confirmation Page

After clicking, customers see a confirmation page:

For "Need Pickup":

  • Green checkmark icon
  • "Pickup Request Received!" heading
  • "We'll be in touch soon" message
  • Their company name displayed

For "No Pickup":

  • Thumbs up icon
  • "Got It!" heading
  • "We'll check back with you later" message
  • Their company name displayed

Lesson 3: Monitoring Responses

Viewing All Responses

Navigation: Email Marketing → Response Analytics

Response Analytics view

You can also access responses via SR Management → Customers → Email Responses.

This dashboard shows all pickup email responses:

Column Description
Partner Customer name (clickable)
Response Type need_pickup, no_pickup, or pending
Response Date When they clicked
Mailing Which email campaign (if tracked)
Lead Link to created lead (if applicable)
Note Link to activity note

Filtering Responses

Use the built-in filters:

Filter Shows
Need Pickup Customers who requested pickups
No Pickup Customers who declined
Pending Tokens generated but not yet clicked
Today Responses from today
This Week Responses from this week

Using the Pivot View

For reporting:

  1. Click the Pivot icon in the view switcher
  2. Group by Response Type to see totals
  3. Add date grouping for trends

Lesson 4: Best Practices

When to Send Pickup Emails

Good Times:

  • Beginning of the week (Monday/Tuesday)
  • After holidays when businesses are catching up
  • Seasonally when recycling volumes typically increase

Avoid:

  • Friday afternoons (low response rates)
  • During major holidays
  • Too frequently (respect customer preferences)

Targeting the Right Customers

Recommended Filters:

Filter Name Description
Active Recycling Customers Customers with recent pickups
Due for Contact Based on followup frequency
High-Volume Accounts Priority customers

Avoid Sending To:

  • Customers with recent pickups (< 7 days)
  • Customers currently in the call queue
  • Customers with do-not-email preferences

Following Up on Responses

For "Need Pickup" Responses:

  1. Dispatcher should contact within 24 hours
  2. Reference that they responded to the email
  3. Schedule the pickup promptly

For "No Pickup" Responses:

  1. No immediate action needed
  2. Customer will re-enter queue per their followup frequency
  3. Track patterns if customer consistently declines

Lesson 5: Troubleshooting

Customer Says They Didn't Receive Email

  1. Check their email address in Contacts
  2. Look for the response in Email Responses (maybe they did click)
  3. Check the mailing's statistics for bounces
  4. Have them check spam/junk folder
  1. Verify the token exists in Email Responses
  2. Check if they already responded (can only respond once)
  3. Ensure Odoo is accessible from the internet
  4. Check server logs for errors

Response Not Creating Lead

  1. Check the Email Responses record - does it show lead_id?
  2. Look at the Odoo log for errors during processing
  3. Verify the customer has valid partner record
  4. Contact IT if issue persists

The Email Marketing Screen

When you open Email Marketing, you'll see all your mailings with their status, delivery stats, and open/click rates:

Email Marketing mailings list

The top menu provides access to Mailings, Mailing Lists, Mass Email from Filter, Response Analytics, and Response Alerts.

Quick Reference

Sending Email Checklist

  • Select recipients (filter or manual)
  • Check "Include Pickup Response Links"
  • Enter clear subject line
  • Click "Create Pickup Mailing"
  • Review email content
  • Send mailing

Response Monitoring Checklist

  • Check Email Responses dashboard daily
  • Filter by "Need Pickup" for action items
  • Ensure leads are being scheduled
  • Review "No Pickup" trends weekly

Key Locations

Task Navigation
Create Email Blast Email Marketing → Mass Email from Filter
View Responses SR Management → Customers → Email Responses
Check Leads SR Management → Leads
View Customer Notes Contacts → [Customer] → Notes tab

Questions? Contact your supervisor or IT support for assistance.