Skip to main content

Connecting emails via SMTP

Configure a custom SMTP server or third-party relay to send emails directly from Commusoft.

Updated yesterday

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

Not available on: Legacy plans

User role required: Owner/Manager

If your business uses a private mail server, a third-party email relay (like Godaddy or Mailgun), or an email provider other than Google or Office 365, you can connect it to Commusoft using SMTP (Simple Mail Transfer Protocol).

This method allows you to send professional, branded communications directly from your own mail server, ensuring high deliverability.

Prerequisites

Before beginning this setup, you will need to gather your SMTP credentials. If you are unsure what these are, please contact your IT administrator or email hosting provider.

You will need:

  • SMTP Hostname: The server address (e.g., smtp.yourprovider.com).

  • SMTP Port: Usually 587 (for TLS/STARTTLS) or 465 (for SSL). Port 25 is generally not recommended due to security restrictions.

  • Username: Typically the full email address you are connecting.

  • Password: The password for the email account.

    • (Note: If your email provider uses Two-Factor Authentication, you may need to generate a specific "App Password" to use here instead of your normal password).

Step 1: Enter your SMTP details

Once you have your credentials, you can configure the connection in Commusoft.

  1. Click your Profile icon and choose Settings.

  2. Locate Communication in the categories menu and click View next to Setup email.

  3. Select the option Your mail server using SMTP, Google apps or Office 365.

  4. Click Add new SMTP email. A side panel will open.

  5. Fill in the required fields with the details you gathered from your email provider:

    • Email address: The address you are connecting.

    • Name on email: The display name customers will see (e.g., "Your Company Support").

    • Host: Your SMTP server address.

    • Port: Your SMTP port number.

    • Username: Your account username.

    • Password: Your account or app-specific password.

    • Use SSL: Toggle this on or off depending on your mail server's security requirements.

  6. Click Save at the bottom of the panel to verify the credentials and establish the connection.

Step 2: Finalize your setup

Once the email is successfully verified and added to your list, you can repeat the process above to add any additional email addresses you require.

When you are completely finished adding emails, you must click Save on the main screen to ensure all new emails and changes are successfully applied to your account.

To learn about other email connection methods, the default Commusoft address, and managing connected emails, please see our Overview article.

Common questions

My SMTP connection is failing to verify. What should I check?

If Commusoft cannot connect to your SMTP server, double-check the following common issues:

  • Typos: Ensure there are no spaces before or after your hostname, username, or password.

  • Two-Factor Authentication (2FA): If your email provider uses 2FA, your standard password will likely be rejected. You must generate a unique "App Password" from your email provider's security settings and paste that into the Password field in Commusoft.

  • Port blocking: Check that you are using the correct port (usually 587 or 465). Port 25 is often blocked by internet service providers.

  • SSL/TLS mismatch: Try toggling the "Use SSL" switch. Some servers require strict SSL on port 465, while others require TLS/STARTTLS on port 587.

Why am I getting a "security type incorrect" error?

If you receive a "security type incorrect" error, it doesn't necessarily mean your SSL/TLS settings are wrong. Often, this is a generic message indicating that your mail provider is blocking the connection for an unknown reason.

To determine where the block is happening, we recommend testing your credentials using an external tool like SMTPer.com.

  1. Go to SMTPer.com and enter your SMTP Host, Port, Username, and Password.

  2. Select your security type (SSL/TLS) and enter a sender and recipient address to run a test.

  3. If the connection is successful on SMTPer but fails in Commusoft: Please reach out to Commusoft Support so our team can investigate further.

  4. If the connection is unsuccessful on SMTPer: The connection is being blocked at the provider level. You will need to speak to your IT team or email provider for further assistance diagnosing the issue.

Can I import customer replies using an SMTP connection?

No, SMTP connections are used strictly for sending outgoing communications. Unlike the Google or Office 365 integrations, an SMTP connection does not support two-way inbox syncing (receiving/importing customer replies) onto the Commusoft timeline.

If you use SMTP, customer replies will be delivered directly to your standard email inbox outside of Commusoft.

Can I use SMTP to connect a Google or Office365 email?

While SMTP remains a standard protocol for custom mail servers, major providers like Google and Microsoft are rapidly phasing out basic SMTP authentication in favor of more secure methods.

If you use Google Workspace, personal Gmail, or Office 365, do not use this SMTP setup. Instead, please use our dedicated Google or Office 365 integrations for a more secure connection that doesn't require complex app passwords.

🤖 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.

Did this answer your question?