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Mail forms are used to send tailored marketing information to target groups or to lists of marketing prospects. The system tailors the information based on the mail form, and the current master data for the business partners in the specified target groups, or the data for the marketing prospects.

Mail forms are highly integrated in campaign execution and mainly used in the campaign execution scenario and in service request scenario.

Main Objects


The mail form usage defines how the mail form is supposed to be used.

  • Internet mail: Plain text or HTML. Mail forms with the usage type Internet Mail (HTML) use the MIME content type “multiple/alternative”. The mail is sentl with text elements in both HTML and plain text. When the recipient opens the personalized mail, the HTML content is displayed, unless their e-mail client accepts plain text only, in which case, the plain-text content is displayed.
  • Fax: Plain text or HTML.
  • Short message service (SMS)
  • File Export:The file-export function is used to create a file with a list of business partners and corresponding specified attribute values. The file is mainly used for further processing, for example, to send to a lettershop for printing prior to sending as direct mail.
  • High Volume: Mail forms can also be used in the high volume scenario.

Attribute Context

Attribute contexts determine which attributes are available for selection in mail forms.

There are standard attribute contexts delivered that is selected by default when you create a mail form. Additionally own attribute contexts can be defined. Doing so will either restrict the available attributes or add own attributes. This is to be done in the following customizing:

Customer Relationship Management
Marketing Planning and Campaign Management
Personalized Mail
Maintain Attribute Contexts for Mail Forms

BTF Editor

The different text elements are to be maintained using the editor. Technically mail forms use the BTF editor, which belongs to framework.

The editor provides a design view for maintaining and formating the texts, inserting images and URLs.

The editor also provides an expert view which displays the html source of the mail form.


Attributes are used to insert personalized content in the mail forms. Depending on the attribute context different attributes are provided for the mail form.

In the mail form the attributes are shown as place holder.

Attributes are grouped in different attribute categories. An attribute category is a collection of attributes with a common theme. The attributes categories provided depend on the attribute context.

In SAP Standard the following attribute categories are delivered:

  • Business Partner
  • Marketing Attributes
  • Campaigns
  • System Attributes
  • Additional Fields

In customizing additional attributes can be defined. This is to be done in the following path:

Customer Relationship Management
Marketing Planning and Campaign Management
Personalized Mail
Maintain Attribute Contexts for Mail Forms

For filling these additional attributes during mail form execution the following BAdI needs to be implemented:

Customer Relationship Management
Marketing Planning and Campaign Management
Campaign Execution
Business Add-Ins
BAdI: Maintain Additional Attributes for Mail Form Attribute Contexts

Conditions for text elements

Conditions can be used to control which text elements and attachments are sent to which business partners in the specified target group. This is based on attributes. If several text elements are available the conditions control which of the elements are displayed.

The same can be tested using the test send and preview function.

Product Table

When having products assigned to a campaign, product tables can be used to send up-to-date data about these products in table form in personalized mail.

As a prerequisite the product table needs to be included in the mail form, together with the product table the fields to be displayed need to be selected.

The mail form needs then to be used for a campaign with products assigned.

On execution system reads the product assignment in the campaign and inserts the products in the product table when the mail is sent.

Main Processes

Test Send and Preview

The mail forms can be tested using the test send and preview function. This can be used for checking the layout but also for checking the attributes and conditions in a mail form.

Therefore different input fields are provided depending on the mail form usage.

System offers a simple preview function but also a test send function. The function is almost the same but using the test send it can be checked if the receivers mail program displays the mail correctly.

Once the test send function is used the mail is sent to the outbound Q and can be checked in transaction SOST.

Campaign Execution

Further information can be found in the campaign execution wiki page.

Response Tracking

Response tracking can be used to monitor how recipients react to your personalized mail. This can help you to understand the effectiveness of your personalized-mail campaign.

You can use one of the following functions to track response:

  • Response ID: A response ID contains outbound tracking information, including the business partner, mail form, and campaign. Response IDs are GUIDs which are not visible in personalized mail hence response IDs are mostly used in Internet mails. If a receiving business partner responds to personalized mail, the system reads the response ID of this inbound mail.
  • Personalized Response Codes: A personalized response code (PRC) contains outbound tracking information, including the business partner, mail form, and campaign. PRCs are IDs with 10 characters. PRCs are visible in personalized mail hence mostly used in mail forms sent via fax or SMS, or when using file export. The receiver business partners can then quote the PRC when responding – for example, by telephone – to the personalized mail. PRCs can be included in text elements or mail subject.
  • Response Tracking with Hyperlinks: When you insert hyperlinks in mail forms the tracking function can be used to record how recipients respond to the hyperlinks. There are the following 2 tracking functions:
    • Tracking through an intermediate site
    • Tracking through a target site


Known Issues


Mail Form Editor Issues


There are some issues that the mail form editor is not loaded properly or the BTF Editor is not reacting or the screen is freezing. Those issues are usually related to any mandatory services deactivated in TRX SICF.


To solve those issues the following Services must be activated in SICF:


Service PathService Name
/default_host/sap/crm/  crm_mail





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  1. You said, when selecting usage type Internet Mail (HTML), the mail is sent in both HTML and plain text. How can I maintain and preview the plain text version?