Email and phone

Email services

How emails from your CRM go out: our email service, your own domain through us, or your own Mailgun account. One sends at a time; inbox emails, campaigns and tests all use it.

#Email Services

Open Settings → Email Services.

#Our email, ready now

Choose a name and you get an address on our shared sending domain, like alex@mail.sandboxm.website, working at once. Replies come back to your inbox in Conversations.

• An address belongs to one account: the page tells you as you type whether a name is free.
• Because everyone on the shared domain shares its reputation, there's a daily allowance (300 emails a day by default). Over it, a send is refused and a campaign pauses until the next day.
• A new address starts lower: 50 emails a day in its first week and 150 in its second, then the full allowance. Email Services shows today's allowance.

#Keeping the shared address healthy

One account sending to old or bought lists can get the shared domain marked as spam for everyone, so it watches itself:

• Automatic pause: if more than 5% of your emails bounce, or more than 0.1% are marked as spam, over the last 7 days, sending from the shared address pauses for your account. Email Services shows why. Other accounts keep sending.
• To start again: clean the list (contacts that bounced or complained are already left out of campaigns), then write to us, or send from your own domain (Dedicated Domain), which isn't paused.
• Before a campaign on the shared address, Send now and Schedule show what might land it in spam: link shorteners (bit.ly and the like), links to bare IP addresses, a subject in capital letters or with several exclamation marks, typical spam phrases, and a short AI review. They're warnings: you decide.
• Send only to people who asked to hear from you (they filled in a form, booked, or are your clients).

#Your own domain through us (Dedicated Domain)

1. On the Dedicated Domain tab, click Add Domain and type a subdomain that's only for email, like mg.yourbusiness.com, then Add & Verify.
2. Add the DNS records shown (TXT, MX and CNAME) at your domain provider. Each has a copy button. If your domain is on Cloudflare, set them to DNS only (grey cloud).
3. Click Verify Records. It can take up to a day for the records to be seen.
4. Once it's verified, sending moves to it by itself if you were on our shared address. Otherwise choose Use for sending from its ⋯ menu.

Until it's verified you keep sending the way you did. Set Headers (⋯ menu) changes the From name and address. There's no daily allowance from us on your own domain.

#Your own Mailgun

+ Add Service connects your own Mailgun account: your API key, your webhook signing key and your sending domain. Keys are stored encrypted and never shown again. We add what's needed for replies and delivery reports to your Mailgun without touching your other settings, and take exactly that out again if you disconnect.

#A dedicated IP

Your emails normally go out from IP addresses shared with other senders. With a dedicated IP, your own domain sends from an address of its own, so your delivery depends only on how you send. It suits steady senders (a few thousand emails a week or more). If you send only a few emails a day, the shared IPs usually deliver better.

• Open the Dedicated IP tab under Settings → Email Services and click Use a dedicated IP.
• Through us: you get one of our dedicated IPs that nobody else uses, for a monthly fee shown before you click. If none is free, the tab says so and you keep sending from the shared IPs.
• Your own Mailgun: pick one of your Mailgun account's own dedicated IPs. You buy them in Mailgun (Sending → IP Management).
• Warm-up: a new IP has no reputation yet, so Mailgun sends through it gradually for about a month. Send to your most engaged contacts first, and avoid big campaigns in the first weeks.
• Use shared IPs goes back to the shared ones. Changing your email set-up (another domain, our shared address, or disconnecting) also gives the IP back.

The shared address on our domain always uses our shared IPs. You can also ask the assistant: "Give my email domain a dedicated IP".

#Delivery reports

Whichever you use, emails in Conversations and campaigns show Delivered, Opened, Clicked, Bounced, Complained and Unsubscribed. Contacts who bounce, complain or unsubscribe aren't emailed by campaigns again.