Available on: All-in-One / Go Paperless and above

Not available on: Legacy plans

User role required: Owner/Manager

By default, Commusoft sends your customer communications from a generic "no-reply" address. While this allows you to start sending immediately, connecting your own mail server ensures your branding is consistent and significantly reduces the chance of your emails being flagged as spam.

This article covers the default email behavior and provides a starting point for connecting your own custom email accounts.

How to access the Connect emails setting

All email connection management takes place in a central control panel within your settings.

➡️ Click your Profile icon → Settings → Communication → Click View next to Connect emails.

The no-reply email address

When you first open your Commusoft account, your system is configured to use the default no-reply address: [email protected].

This is a "plug-and-play" option that requires minimal configuration. While you cannot change the "From" address in this mode, you must specify where customer replies should be directed.

Configuring your reply settings

To ensure you receive customer responses when using the no reply email address, you must complete the Reply-to section:

In the Setup email screen, select the option [email protected].
Enter the Name to appear on email. This is the sender name customers will see in their inbox.
Enter the Reply-to email address where you want to receive customer responses (e.g., [email protected]).
Click Save.

Choosing a connection method

Commusoft supports several ways to connect your own email. The method you choose depends on your current email provider and your technical requirements.

Method	Best for...	Setup article
Google account	Businesses using Google Workspace or personal Gmail.	View article
Office365	Businesses using Microsoft 365 for their professional email.	View article
SMTP	Businesses with a private mail server or third-party relay.	View article
Domain connection	Improving deliverability by verifying your domain via DNS.	View article

Managing your connected emails

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 to my customers' spam folders?

Email providers (like Gmail and Outlook) use complex filters to protect users. Your emails may be flagged as spam for several reasons:

Lack of Authentication: If you use a custom domain but haven't set up SPF, DKIM, or DMARC records, the recipient's server cannot verify that Commusoft has permission to send on your behalf. You can resolve this by connecting your own mail server or domain using any of the methods listed above.
Shared Reputation: When using shared addresses (like our default no-reply), the "reputation" of that address is affected by everyone using it.
File Attachments: Emails containing PDF attachments (like invoices or certificates) are sometimes scrutinized more heavily by spam filters.
Content Triggers: Using excessive capital letters or "spammy" keywords (like "FREE" or "URGENT" or "PAYMENT") can trigger filters.
Recipient Behavior: If several customers manually mark your emails as "Spam," filters will begin to automatically divert your future messages to the junk folder for other recipients.

Tip: To help ensure your customers see your communications, we recommend adding a small disclaimer to the bottom of your email templates: "Please check your junk or spam folders to ensure you don't miss important updates regarding your booking or invoice."

Why should I move away from the no-reply address?

While the default address is convenient, it has two main limitations:

Replies: Customers cannot reply directly to [email protected]; they rely entirely on your "Reply-to" configuration.
Deliverability: Because the address is shared, some email providers may be more likely to filter these messages into "Junk" folders. Moving to a custom connection ensures your communications are seen and trusted.

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

Yes, provided the shared inbox has its own unique login credentials that allow you to sign in directly.

However, please note that "Shared Mailboxes" (common in Office 365) that do not have their own password and are instead accessed through a primary user's account are not supported.

Can I send a mass email or mail shot to all my customers?

No, Commusoft does not have a built-in feature for manual mass emails or mail shots. Additionally, standard email providers (like Google or Office 365) set strict daily sending limits, and exceeding them by sending bulk marketing emails can cause your account to be temporarily suspended. For marketing mail shots, we recommend using a dedicated marketing integration like Mailchimp.

Can I use multiple email connection types at the same time?

Yes, but only within the Your mail server using SMTP, Google apps or Office 365 setting. Within this specific option, you can connect a combination of Google, Office 365, and SMTP addresses simultaneously.

However, you cannot mix this overarching setting with the other primary connection methods. For example, you cannot use the "Domain connection" alongside a direct Google connection, nor can you mix the default "[email protected]" address with an Office 365 connection. You must choose one primary overarching connection method for your account.

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Connecting your email: Overview