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Frequently Asked Questions

General​

What is Score CRM?​

Score CRM is a multi-tenant email marketing platform that lets you send campaigns, build marketing automation journeys, create dynamic customer segments, and track email engagement — all at scale.

How many emails can I send per day?​

Score CRM is designed to handle 10 million+ emails per day. Actual throughput depends on your SMTP provider's rate limits and your throttling configuration.

How many customers can I have?​

Each organization supports up to 4 million customers. The system is designed to handle segmentation queries on this volume in under 3 seconds.

Is my data isolated from other organizations?​

Yes. Score CRM uses complete data isolation between organizations. Each organization has its own separate database, and all queries are scoped by organization ID. There is no cross-organization data access.

Campaigns​

Why can't I edit my campaign?​

Campaigns can only be edited in draft status. Once a campaign is launched (running, paused, completed, cancelled, failed), its content and targeting are locked. You can duplicate the campaign to create a new editable copy.

My campaign is stuck in "running" — what should I do?​

Check that your SMTP connection is working (test it from the SMTP page). If the connection is healthy, you can pause the campaign while investigating and resume when the issue is resolved. Contact support if the problem persists.

Why is my recipient count different from my list size?​

The recipient count excludes:

  • Suppressed contacts (bounced, complained, manually suppressed)
  • Unsubscribed contacts
  • Duplicates (if a customer appears in multiple included lists)
  • Excluded lists/segments

Can I send the same campaign twice?​

Not directly. A completed campaign cannot be resent. Instead, duplicate the campaign to create a new draft, then launch the copy.

Segments​

Why is my segment showing 0 customers?​

Common causes:

  • The field name doesn't match (check for typos, case sensitivity)
  • The operator is too restrictive (try broadening the condition)
  • Custom field values don't exist yet (have you uploaded data with that field?)
  • All matching customers are suppressed

Are segments cached?​

No. Segments are evaluated in real-time every time they're used. This means your segment always reflects the current state of your customer data.

Can I use multiple conditions?​

Yes. You can combine unlimited conditions using AND/OR logic with nested groups.

Deliverability​

Why are my emails going to spam?​

Common causes:

  • Sender domain is not authenticated (missing SPF, DKIM, DMARC records)
  • Email content triggers spam filters (excessive capitalization, spam keywords)
  • Sending to old or purchased lists (high bounce rates)
  • Sending too many emails too fast (use throttling)
  • High complaint rates from previous sends

See Email Deliverability Tips for detailed guidance.

Why is my bounce rate high?​

  • List quality: Old or purchased email lists have many invalid addresses
  • No suppression: Make sure bounced addresses are being suppressed
  • Domain issues: Check that your sending domain is properly configured

Yes. Most email regulations (CAN-SPAM, GDPR) require a visible unsubscribe mechanism. Use the {{unsubscribe_url}} merge tag in every marketing email.

SMTP​

Which SMTP provider should I use?​

It depends on your volume and budget. For most use cases:

  • SendGrid or SparkPost: Best webhook support, good deliverability tools
  • AWS SES: Most cost-effective for high volume
  • Generic SMTP: Works as a fallback but lacks webhook event tracking

Can I use multiple SMTP connections?​

Yes. Score CRM supports multiple connections with load balancing (single, percentage split, or round robin). See SMTP Load Balancing.

Journeys​

What happens to customers in a journey when I publish a new version?​

Customers already in the journey continue on the previous version's path. Only new enrollments use the new version. This prevents disrupting customers mid-flow.

Can a customer be in the same journey twice?​

It depends on your re-entry settings. By default, customers can only be in a journey once. You can enable re-entry after completion or concurrent re-entry.

My journey isn't enrolling anyone — why?​

  • Check that the journey is published (not just a draft)
  • Verify the entry trigger is correctly configured
  • For list-based triggers, only new additions to the list trigger enrollment
  • Check that the journey is not paused