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Mail

Email that lives with the customer record instead of in one person’s inbox, so a conversation survives somebody being on holiday.

Mail in the CRM shows messages sent and received on your account’s addresses. Anything matched to a contact or company appears on that record too, so opening a customer shows what has been said to them without anybody forwarding a thread.

Before mail works

You can send straight away from the shared address included with your account. To send from your own domain — which is what your customers should see — you need to add and verify it first.

  1. Add your domain and publish the DNS records. See Add your domain.
  2. Create the addresses you want to send from. See Email addresses.
  3. Send a test to yourself and check it arrives in the inbox rather than the spam folder.

Receiving

Receiving is optional and separate from sending. It needs an MX record pointing at us, which takes over delivery for that domain or subdomain — so it is usually set up on a subdomain such as reply.yourdomain.com rather than on the domain your staff already get their own mail on.

Never point your main domain’s MX at us by accident

If your company already receives email at yourdomain.com through Microsoft 365, Google Workspace or anyone else, repointing that domain’s MX record stops all of it. We check for this and warn you, but the DNS change is made in your account and only you can make it safely.

What is stored

Messages sent and received on your addresses are kept against your account so they can be shown on the customer record. They are your business records: we do not read them, and they are not used for anything other than showing them back to you.

Deliverability

Three things decide whether your mail arrives: the DNS records you published, whether recipients mark you as spam, and whether you are sending to addresses that do not exist. The first is a one-off. The other two are ongoing, and the fastest way to damage a domain is to send to a bought list.