How to Connect a Third-Party Email Service (SMTP)

Overview

Your CRM allows you to connect your own third-party email sending service, known as an SMTP (Simple Mail Transfer Protocol) provider. Using your own service can be beneficial if you have an established sending reputation with another provider, require different sending volume limits, or simply prefer to manage your email infrastructure separately. This guide explains how to add, configure, and activate a custom SMTP service for your account.

Accessing Email Service Settings

To begin configuring your email services, follow these steps:

1. Log into your CRM account.
2. Click Settings in the main navigation menu.
3. Select Email Services from the settings list.
4. Navigate to the SMTP Service tab. Depending on your interface, this area might also be labeled Advanced Settings.

Default vs. Custom Email Service

You have two primary options for sending email from your CRM:

• Default CRM System: This is the built-in email service. It requires no external setup and provides access to the platform's full suite of email management and deliverability tools.
• Custom SMTP Service: This is a third-party email provider you connect yourself (e.g., Gmail, SendGrid, Mailgun). You manage the credentials and reputation with the external provider. Some built-in CRM email tools are not available when using a custom SMTP service.

Adding a Custom SMTP Service

Step 1: Initiate Adding a New Service

From the SMTP Service settings page, click the + Add Service button, typically located in the top-right corner. A configuration window will open.

Step 2: Select Your Provider

In the configuration window, use the SMTP Provider dropdown menu to select your email service. Options typically include Gmail, Yahoo Mail, SendGrid, and an Other category for services like Mailgun, Amazon SES, or Postmark.

Step 3: Enter Connection Details

You will need to enter the credentials provided by your chosen email service. Common required fields include:

• SMTP Host: The server address for outgoing mail (e.g., smtp.sendgrid.net).
• Port: The connection port, commonly 587 (for TLS) or 465 (for SSL).
• Username: Your SMTP login username or API key identifier.
• Password / API Key: Your SMTP password or API key.
• From Name: The display name recipients will see.
• From Email: The email address from which messages will be sent.

Step 4: Save and Activate

After saving the configuration, your new SMTP service will appear in the list on the main settings page. To start using it for sending emails, locate it in the list and click Set as active. You can save multiple SMTP configurations, but only one can be active at a time.

Key Limitations to Consider

When you use a third-party SMTP service instead of the default CRM system, certain platform features become unavailable. These may include:

• Creating dedicated sending domains directly within the CRM.
• Integrated postmaster tools (e.g., Google, Microsoft).
• Built-in risk assessment, bounce classification, and inbox placement testing.
• Spam score checking and blacklist monitoring.
• Management of domains and IPs from within the CRM.

If these deliverability tools are critical for your email strategy, using the default CRM email system is recommended.

Enabling Reply Tracking

For any active custom SMTP service, you will see an Enable reply checkbox. It is important to check this box if you want replies from your contacts to be received and tracked within your CRM's conversation inbox. This enables two-way email communication.

Switching Back to the Default Email System

You can return to using the default CRM email service at any time. Navigate back to Settings > Email Services > SMTP Service. In the list of providers, find the option for the default system (e.g., CRM Email System) and click Set as active. Any custom SMTP services you have added will remain saved for future use.

Frequently Asked Questions

Can I save more than one SMTP service?

Yes. You can save configurations for multiple third-party SMTP services. However, only one service can be active for sending outgoing emails at any given time.

Will my contacts know which SMTP provider I'm using?

No. Your contacts will only see the From Name and From Email address you configured. The underlying SMTP provider details are not visible to them.

What happens to emails already sent if I switch providers?

Switching your active email provider only affects emails sent after the change. All emails sent previously remain unchanged and are not impacted.

What should I check if my SMTP connection fails?

First, double-check that the SMTP Host, Port, Username, and Password/API Key you entered are exactly correct as provided by your email service. Ensure any necessary security settings (like allowing less secure apps or using an app-specific password) are configured on your provider's end.