Settings: Email Services

This article will go over the Email Services section of your settings and how to navigate/use it. 

Domain Service

This is the tab where you will pick/determine your default provider. You can also enable reply tracking back into the system, and add service providers using the Add Service option.

Reply & Forward Settings

• In this tab you can set up Forwarding, BCC, and forwarding to specific assigned users.

Note: If you reply from the other email system and not within the platform, your replies will not be seen in the platform and replies to you will not come back into the system after.

• You can also set up a specific reply-to address.

Note: Reply conversations cannot be tracked and will not come back into the conversation thread

Ability to Turn ON/OFF Email Tracking

You can enable or disable open and click tracking for emails for managing how your email interactions are monitored and reported.

How to Access Email Tracking Settings

1. Navigate to Sub-account Settings
   • Go to the Email Service section.
   • Select SMTP Service, then Dedicated Domain and IP.
   • Click on Domain Settings under the dedicated domain.

Open Tracking

• Enabled by Default: Open tracking is enabled by default for all outgoing emails.
• How to Disable: To disable open tracking for a specific domain, adjust the settings in the dedicated sending domain tracking settings.

Click Tracking

• Enabled by Default: Click tracking is also enabled by default for all outgoing emails.
• How to Disable: To disable click tracking for a specific domain, adjust the settings in the dedicated sending domain tracking settings.

Note: Configuration Changes: Changes to open and click tracking settings may take up to 15 minutes to reflect.

Email Verification for Campaigns

Email addresses must be verified before sending email campaigns to enhance security and protect your reputation. This step prevents identity spoofing and ensures only valid email addresses are used.

1.Navigate to the email marketing section, enter the sender email, and follow the prompts to verify it with an OTP.

2. This can also be done via the settings page, providing a seamless process to maintain email integrity and trustworthiness.

Email Bounce Classification

The Email Bounce Classification feature provides detailed insights into email delivery performance by categorizing and analyzing bounce events. This feature helps you monitor critical metrics such as bounce rates and identify specific bounce reasons like mailbox issues or sender reputation problems.

Benefit: By identifying and resolving bounce issues quickly, you can improve email deliverability and optimize your campaigns to ensure messages reach your recipients' inboxes.

How to Use: Access the detailed bounce reports from the Email Services module. Use filters such as sending domain or email type to refine the analysis, and follow the actionable troubleshooting guidance provided for each bounce reason to fix any issues.

For more in-depth understanding of Bounce Classification, please review our article, “Bounce Classification Codes and Definitions”

1. How do I choose my default email service provider?

To choose your default email service provider, navigate to the Domain Service tab in the Email Services section of your settings. From here, you can select your default provider and enable reply tracking. You can also add additional service providers by using the Add Service option.

2. Can I forward emails to specific users within the platform?

Yes, you can set up email forwarding to specific assigned users in the Reply & Forward Settings tab. This allows you to direct replies to specific team members or departments as needed. Be sure to configure the settings carefully to avoid any interruptions in email thread management.

3. What happens if I reply from an external email system instead of the platform?

If you reply from another email system, not within the platform, your replies will not be tracked or visible in the platform. Additionally, replies to your email will not return into the system, causing a disruption in the email conversation thread.

4. How can I enable or disable email tracking for my campaigns?

To enable or disable email tracking, navigate to the Sub-account Settings, then go to the Email Service section. Select SMTP Service, then Dedicated Domain and IP. Under the Domain Settings for your dedicated domain, you can manage both open and click tracking. These settings are enabled by default, but you can turn them off if desired.

5. Why do I need to verify email addresses before sending campaigns?

Verifying email addresses before sending campaigns is crucial for maintaining your email reputation and preventing identity spoofing. It ensures that only valid email addresses are used, enhancing security and trustworthiness. You can verify your email through the email marketing section or the settings page by following the prompts and verifying with an OTP.