Setting up your email sending preferences ensures that communications from Commusoft are sent professionally and reliably. You can choose to send emails from a default no reply address, use your own domain for brand consistency, or connect your own email server for full control. This helps improve email deliverability, builds customer trust, and ensures replies come back to the right inbox.

What plan is Connect emails available on?

Plan name	Client region	Plan includes connect emails
Legacy Plans	All	No
Go Paperless	UK	Yes
Customer Journey	UK	Yes
Automation	UK	Yes
--------------	--------------	--------------
All-in-one	US	Yes
Customer Journey	US	Yes
Field Automation	US	Yes

How to access the Connect emails setting

➡️ Go to your Profile icon → Choose Settings → Locate Communication in the Categories menu → Click View next to Setup email

Commusoft provides three methods for sending emails. By default, your account is set to use the [email protected] address. You can change this to use your own domain or connect directly to your own mail server.

Only users with Owner/Manager access can configure emails.
Emails may fail to send due to your email provider's limitations, such as file size restrictions. For example, Gmail's limit is 25MB total attachment size. Check your provider's limitations regarding sending emails to avoid issues.

How to use the no reply email address

This is the default setting for all accounts. Emails will be sent from [email protected], but customer replies will be directed to the 'Reply-to' address you configure.

Select the option '[email protected]'.
In the 'Reply-to' section, enter a 'Name to appear on email'. This is the sender name your customers will see in their inbox, so it's best to use your company name for recognition.
Enter the 'Reply-to email address'. This is the inbox where any customer replies will be sent, ensuring you never miss a response.
Click Save.

How to use your domain with Commusoft's mail service

This option allows you to send emails from your own domain (e.g., [email protected]) while using Commusoft's mail servers, which helps with deliverability and brand recognition.

Select the option 'Your domain, but using Commusoft's mail service'.
A new section called 'Setting up Commusoft's mail server' will appear.
Enter your domain name in the 'Domain' field and click 'Save domain'.
A table will appear with the CNAME records needed to verify your domain. You have two options for adding these to your domain provider's DNS settings:
1. Manually copy the records: Click the copy icon next to each value and paste it into your domain provider's DNS management page.
2. Send instructions to your IT support: If you're not comfortable editing DNS records, click 'Send to IT support person'. Enter the email address of the person who manages your domain and click 'Send'. This will email them the required information.
Once the records have been added in your domain provider, return to Commusoft and click 'Verify domain DNS'.
- Until the records are verified, you will see a 'Pending domain verification' status next to the option in the ‘Set up email’ section.

Click here to see an example domain setup

(The domain details have been blurred for security reasons.)

Adding DNS records is an advanced step that happens outside of Commusoft. If you are unsure how to proceed, we recommend using the 'Send to IT support person' option.
It can take up to 48 hours for DNS changes to be verified.
While your domain is pending verification, Commusoft will continue to send emails using the default [email protected] address to ensure there is no interruption to your communications.

How to add and manage emails for your domain

Once your domain is successfully verified, you can add the specific email addresses you want to send from.

How to add a new email address

In the 'Set up email addresses for @[yourdomain.com]' section, click 'Add new email address'.
A side panel will appear. Enter the first part of the email address (e.g., 'info', 'support') and the 'Name on email' that customers will see.
Click Save.

How to manage your email addresses

The email addresses you add will appear in a list. From here you can set a default, edit the display name, and delete addresses.

Set your default sending email: The email at the top of the list is your default for all automated communications. To change it, use the reorder icon on the far left to drag a different email to the top.
Edit an email address: To change the display name, click 'Edit', make your changes, and click 'Save'.
Delete an email address: To remove an email, click 'Delete', type delete in the pop-up, and click 'Confirm'.

How to connect your own email account

This option allows you to send emails directly from your own mail server. For Google and Office 365, this uses a direct and secure authentication method. For other email providers, you can connect using their SMTP details.

Select the option 'Your main server using SMTP, Google apps or Office 365'.
A new section, 'Set up your email addresses', will appear, giving you three options to connect your account.

How to add a new SMTP email

Click 'Add new SMTP email'.
A side panel will appear where you must enter your email and server details, including Email address, Name on email, Username, Password, Outgoing mail server, Port number, and Security type.
You can get these details from your email provider.
Click Save.

Yahoo and BT Internet email addresses are not supported for SMTP connections due to their security policies. We recommend using a different provider or one of the direct connection methods (Google/Office 365) for best results.
Commusoft is unable to guarantee emails will show in your email provider's sent folder when connected using SMTP.

How to add a new Office 365 email

Click 'Add new Office 365 email'. A side panel will appear.
In the 'Receiving email' section, choose 'Yes' or 'No' to decide if you want to import emails into Commusoft.
In the 'Sending email' section, click 'Connect to 365'. a. A new window will open for you to sign in to your Microsoft account. Follow the on-screen steps to grant Commusoft permission. This is required to allow Commusoft to send emails on your behalf.
Once you have configured your desired options, click Save.

Do not reload the page while authenticating your email address. The page will reload automatically once the connection is complete.
Commusoft imports emails to a customer's communication timeline if the email address matches a stored contact. Before connecting to Office365, ensure the email address isn't linked to any customer.

How to add a new Google email

Click 'Add new Google email'. A side panel will appear with sections for sending and receiving email.
To set up sending emails: a. In the 'Sending email' section, click 'Connect to Google'. b. A new window will open for you to sign in to your Google account. Follow the on-screen steps to grant Commusoft permission. This is required to allow Commusoft to send emails on your behalf.
To set up receiving emails (optional): a. In the 'Receiving email' section, click 'Connect to Google'. b. You will need to follow the authentication steps again. This second authorisation is required to allow Commusoft to read and import emails from your inbox.
Once you have configured your desired options, click Save.

Do not reload the page while authenticating your email address. The page will reload automatically once the connection is complete.
Commusoft imports emails to a customer's communication timeline if the email address matches a stored contact. Before connecting to Gmail, ensure the email address isn't linked to any customer.

Click here to see the authentication process for Google for Business.

Step 1 - Select the account to connect to Commusoft.
- Review documentation through the links provided by Google to ensure you understand their terms and policies.

Step 2 - Review the information and click Continue.

Step 3 - Review the information and click Allow, you will be redirected back to Commusoft.

Click here to see the authentication process for personal Google emails.

Step 1 - Select the account to connect to Commusoft.
- Review documentation through the links provided by Google to ensure you understand their terms and policies.

Step 2 - Review the information and click Continue.

Step 3
- Review the information and check the box Send emails on your behalf.
  - For more information on this, click Learn more.
- Click Continue, you will be redirected back to Commusoft.

How to manage your connected emails

Once you've connected your email accounts, they will appear in a list under 'Set up your email addresses'. This table provides an overview of each connected email, including its source and whether it's configured to send, receive, or both.

Set your default sending email: The email address at the top of the list is your default sender for all system communications, including automated emails. To change the default, use the reorder icon on the far left of the email address and drag it to the top of the list. We recommend setting a general company email (e.g., [email protected]) as the default. Any additional emails in the list can be selected when sending communications manually.
Delete a connected email: To permanently remove a connection, find the email in the list and click 'Delete' in the 'Actions' column. Type delete in the pop-up, and click 'Confirm'.

Common questions

💭 Why are my emails going into my customers' spam folders?

This can happen for a few reasons, but it's often related to how email services verify that a sender is legitimate. If you are using the 'Your domain with Commusoft's mail service' option, it is essential that your domain is properly verified. This tells other email providers that Commusoft has permission to send emails on your behalf. If this isn't set up correctly, your emails may be treated as suspicious and sent to spam. Other factors, like your customer's own spam filter settings, can also play a part regardless of which sending method you use.

💭 Can I connect a shared inbox like [email protected]?

Yes, you can connect any email address as long as you have the authority to log in and approve the connection or have access to the SMTP credentials.

💭 Where do I find my SMTP details?

Your email provider supplies these. Search your provider's help documentation for "SMTP settings" to find the server, port, and security information you need.

💭 I'm getting an error when I enter my SMTP details. What should I do?

This can happen if your email provider is blocking the SMTP connection. You can test your credentials externally at a site like SMTPer.com. If the connection fails there, you'll need to contact your email provider for help. If it succeeds, please contact Client Services for further assistance.

💭 When I try to connect my Google/Microsoft account, it keeps showing the wrong email address. How can I fix this?

The login details you see are often stored by your browser or computer, which Commusoft cannot control. To resolve this, try logging out of the incorrect account on your computer first, then attempt the connection again in Commusoft. If you're still unable to switch accounts, you may need to contact your IT support for help.

🤖 Still need help?

Ask AI:den, our 24/7 AI agent.

➡️ Go to your Profile icon → Get support → Ask a question

AI:den can guide you or connect you with our team if needed.

Connect and manage email addresses