Table of Contents
At a Glance #
Application has three separate email businesses. Understanding which is which prevents configuration errors:
| Business | What It Does | Where to Configure | Plan |
|---|---|---|---|
| Transactional/System Email | Platform-managed system notices (password resets, invites, billing) | Not tenant-configurable | N/A |
| Outbound Mail Servers (Campaign Broadcasting) | Sends bulk email campaigns and broadcasts | Email → Mail Servers | Pro |
| Reply-To Mailboxes (Contact Communication) | Receives replies and enables direct email with contacts | Email → Mailboxes | Pro |
Critical rule: An Outbound Mail Server cannot receive email. A Reply-To Mailbox is for communication, not bulk sending. They serve different jobs and must not be confused.
Which option should I choose? #
| Goal | Best Option | Why |
|---|---|---|
| Send a newsletter or one-to-many message | 10.5 Email Campaigns | Built for audiences, broadcasts, and tracking |
| Reply to one customer | 10.3 Email Conversations | Keeps thread history and uses the assigned mailbox |
| Set up delivery for campaigns | 10.1 Outbound Mail Servers | This is the campaign sending path |
| Receive replies and handle direct communication | 10.2 Reply-To Mailboxes | This is the inbox and reply path |
Common Use Cases #
- Welcome email sequence for new contacts.
- Abandoned-cart recovery campaign.
- Lead nurturing over time.
- Re-engagement for contacts who have gone quiet.
