Sending set-up

What has to be in place before the CRM can send for a brand. Most of it is done once, with the platform team; what the operator provides is marked You.

Email

Each brand sends from its own sending project at the mail provider, with its own key, sender and results connection. Brands never share one.

Step	Who	What
Sender	You	The address players see, usually a no-reply address on your domain, the sender name, and where replies should go
Domain	You	Add the DNS records you are sent (SPF, DKIM, a verification record) at your domain's DNS provider, and a DMARC record. A TTL of 30 minutes is fine
Project	Platform	A sending project for the brand, with the sender and the results connection
Test list	Platform	Sending is switched on for a test address only
Test	You	Send a test from any email template; check the inbox, the sender and the unsubscribe link, and that Sent shows Delivered
Go live	Platform	The test list is removed. From then on every broadcast and live journey reaches the players it matches

A no-reply address does not need a mailbox, but give players a support contact inside the email.

Daily limit

Each brand has a daily email limit. Messages over it wait for the next day (UTC) and show as Waiting. Keep it low for the first weeks on a new domain: mailbox providers judge a new domain by how players react, and a slow start keeps it out of spam folders.

Links and tracking

Click tracking and the unsubscribe link run through the mail provider's link domain. A brand can have its own link domain (a subdomain such as track. on its domain, added by a DNS record) so links show the brand's name; it is optional.

SMS

SMS goes through the brand's SMS provider, the same account that can send verification codes, but with its own sender, and optionally its own account, so marketing never shares a sender with codes.

Step	Who	What
Senders	You	Register a sender for codes and a promotional sender for the CRM with the SMS provider. A name is at most 11 letters and digits; some countries only allow numbers
Samples	You	Providers ask for sample messages for each sender. Promotional samples should start with the brand name and include 18+, terms apply, and an opt-out
Connection	Platform	The SMS service is set up for the brand with the provider key and both senders
Test numbers	Platform	Sending is switched on for test numbers only
Go live	Platform	The test numbers are removed

SMS has its own daily limit. Players who opted out of SMS are never sent to. Each SMS's delivery and cost appear in the admin's SMS / OTP log, with the codes.

Reading the pill

The pill at the top of every CRM page says what this server can send:

Pill	Meaning
Email on, test list only (1)	Email goes only to the addresses on the test list
Email sending is on	Email reaches every player a broadcast or journey matches
SMS off	No SMS leaves; templates can still be written

If the pill says sending is off, the send dialog shows why: a server setting is missing. It is not a template problem.