Brevo: email, SMS and customer engagement

Contacts and CRM is the shared record behind Brevo's marketing and sales work. Teams can import or connect contacts, maintain attributes and identifiers, create segments and use those records in campaigns, automations or deal work. Field quality, consent and synchronization remain the operator's responsibility; storing a contact does not by itself make the record current or eligible for every channel.

Sales teams use pipelines, deal stages, owners and tasks to organize follow-up work around the same customer record. A documented automation can react when a deal changes stage, wait, and send an email or continue into another action, but the deal must be linked to a contact and the pipeline stages must already be configured. This is a practical CRM and sales surface, not evidence that Brevo replaces every specialist sales system.

Campaigns is Brevo's mature outbound work surface for email and supported messaging channels. For email, a marketer can start from scratch or a template, use the drag-and-drop editor, preview different devices and display modes, send a test, then send immediately or schedule a time; some plans add best-time delivery. SMS, WhatsApp and mobile-push availability, credits and destination rules still need plan-by-plan confirmation.

Automations turns customer or website activity into an editable Trigger → Rule → Action workflow. A team can use built-in cart, form or order events, custom tracker or API events, filters, delays, branches and channel actions, then preview, test, activate and inspect run statistics. Aura can prepare a ready-to-edit first workflow from a prompt, but the team still reviews conditions, content, re-entry and exit logic before activation.

Transactional is the operational-message layer for order confirmations, password resets, shipping notices and similar event-driven communication. Brevo documents SMTP and API-oriented delivery paths so an application or store event can trigger the message separately from an ordinary campaign. The store still needs reliable events, templates, authentication and monitoring; this module should not be judged only by the campaign editor experience.

Conversations is Brevo's service interaction surface for supported live chat, calls and meetings. It brings these interactions closer to the shared customer context so a team can continue a conversation without treating each channel as a separate contact list. Mobile-store feedback applies to the Conversations companion app only and does not prove the quality of the email editor, automation canvas or full help-desk operation.

Commerce summarizes sales, revenue, top products and customer activity, while Analytics covers documented campaign, automation, contact and revenue dashboards. These views help operators compare activity across the platform, but they reflect the events and definitions supplied to Brevo. Analytics also has plan boundaries, including Pro or Enterprise scope for some published capabilities, so dashboard availability must be checked in the quote.

Aura is Brevo's editable AI assistance across marketing content, segments, CRM and sales work, automation setup and in-product guidance. For automation, it can preconfigure waits, triggers, splits, channel settings, contact attributes, lists or webhooks from a prompt; published guidance still distinguishes this from generating every email body or every segmentation rule. Aura is an assistant inside the operating surfaces, not an autonomous guarantee of a correct customer journey.