Emails from the business app (automations and one-to-one emails) go out as the business. Settings → Email sets how.
The standard sender (works straight away)
With nothing set up, emails go from the business's name (our standard address), so they work on day one. Replies come back to the business (below).
Your own domain and addresses
To send from addresses like sales@yourbusiness.com:
- Your sending domains → Add a domain: your own domain, or a subdomain just for email (like
mail.yourbusiness.com). Gmail, Outlook and Yahoo addresses can't be used: they land in spam. - Add the DNS records it shows at your domain's DNS host (usually 3 or 4), then press Verify. It says Not found yet until the records are live, which can take a few hours.
- Once verified, Sending addresses → Add an address: the part before the @ (sales, jane), and the name people see in their inbox, like "Sales team" or "Jane at Smith Plumbing". An address can be a team member's default (Default for a team member (optional): their emails from the app use it unless they pick another).
- Choose the Default sender, used when an email doesn't pick one.
The domain is checked again every day. If its records stop working, it shows Domain not verified — the standard address is used: emails carry on from the standard sender until it's fixed, and the business and the agency are told once. A domain can only be verified by one business.
Replies and sending
- Reply address: replies to the app's emails go to a reply address of ours and are kept in the business app only: on the contact's emails and Activity history. They're never forwarded to another mailbox: they land in the Conversations inbox, where the business reads and answers its email. A reply from someone who isn't a contact yet makes a new contact. Out-of-office replies are recorded but never start automations.
- Who's told about a reply: whoever the conversation is assigned to, else the contact's owner, else the business's owners and managers, as Contact replied in My notifications: the bell by default, plus an email New reply from … (a link only, the message itself is never in it) and phone notifications for those who choose them. All I can see tells you about every reply you can read.
- Postal address: the law requires it at the bottom of marketing emails. Without it, marketing emails aren't sent (transactional ones still are).
- Daily limit: the most emails the app sends in a day. Empty = no daily limit. It counts every email the app sends.
Emails are paused
If too many emails bounce or are marked as spam (5% or more of the last 200 bounce, with at least 20 bounces; or 3 or more spam complaints with a high rate over the last 1,000), Emails are paused: "Too many emails bounced or were marked as spam." Chargeable emails stop until someone presses Resume sending, after cleaning the list. The business and the agency are told. Free emails (bookings, form notifications) keep going.
Marketing or transactional
Every email is one of two kinds:
- Marketing: newsletters, offers, follow-ups nobody asked for. It adds the unsubscribe link and your postal address.
- Transactional: replies and confirmations someone asked for. No unsubscribe link, but bounces and spam complaints still stop it.