By default, emails that are sent to your guests and hosts come from [email protected]. This can be changed to a custom email address and configured per location. This knowledge article walks through the steps required to customize this for your account.
If you'd like to learn more about how to edit the content within those emails, check out our email template knowledge article HERE.
Request and Configuration Steps
1. First, the SMTP Configuration feature must be enabled in your account via our support team. Please contact [email protected] to request the feature.
2. Once complete, click the Gear icon in the top right corner, followed by Preferences.
3. Scroll down to the SMTP Configuration section and click New email.
4. Fill out the settings within the SMTP Configuration window.
Host: The address of the SMTP server that handles your emails.
Domain: Even though Domain is marked as optional, some servers (eg. a shared SMTP server) require this field. Do not include the @ symbol.
Port: If left blank, a default port of 25 will be used (587 is currently the standard port for secure SMTP email sending).
Security type: Dropdown list containing None, SSL, TSL, and STARTTLS.
Auth Type: PLAIN, LOGIN, CRAM_MD5, or OAUTH.
Username: SMTP Server username
Password: SMTP Server password
Sender email: The visitor facing email address used by a location.
Note: We recommend that you keep a ‘no reply’ indicator in your Sender email so that it is clear to your guests/hosts that it is not possible to respond to that email address.
5. Click TEST CONNECTION. You will see a pop-up indicating that your configuration is successful or not.
6. Click save to complete the process. Once successful, you will see your new email domain in the SMTP Configuration section. You can edit or delete it any time by clicking one of the corresponding icons in its right-hand dropdown list.
Configuring Your Domain for a Location
Now that you have one or more domains created, you must then set them to run as the default domain for their relevant locations. This is controlled within each Location in your admin portal.
1. Click into the Locations section from the left-navigation bar. Then, click into any of the locations you'd like to edit.
2. Click Preferences, followed by Email Settings.
3. Toggle on Use custom email address, then choose the email address you'd like to use from the dropdown list. Hit Save.
Your SMTP configuration is now complete. Repeat the same steps for other locations if needed.
SMTP Configuration for Microsoft 365 mailboxes
If you are using Microsoft 365, you will need to enable SMTP Auth on the mailbox that you are trying to connect to our platform. Follow the steps below (For details on the Microsoft Oauth setup, see the next section):
1. Open the Microsoft 365 admin center and go to Users > Active Users.
2. Select the user, and in the flyout that appears, select Mail.
3. In the Email Apps section, select Manage Email Apps.
4. Enable Authenticated SMTP settings.
5. Select Save Changes.
More information can be found in Microsoft's help center HERE.
You must disable MFA for the mailbox that you are connecting to our platform. Otherwise you will receive an error in the setup process.
6. Follow the steps outlined in the Request and Configuration Steps section above.
Below is an example screenshot of an SMTP configuration for a Microsoft 365 mailbox. Typically, you will follow these settings:
Host: smtp.office365.com
Auth Type: Up to your Microsoft Settings
Port: 587 (optional but recommended)
Security type: STARTTLS (optional but recommended)
6. Follow the steps in the Configuring Your Domain For a Location section to complete the process.
Microsoft OAUTH
We also allow for Microsoft SMTP authentications using OAUTH. For more details, check out Microsoft's documentation HERE.
Once setup within Microsoft, follow these steps within the Visitor Management admin portal:
Click the Integrations icon from the left navigation bar.
Under the SMTP Provider section, click Install in the Microsoft tile.
Provide your Microsoft admin details to connect with your account.
In the top-right corner of your account, click the Gear Icon > preferences.
Under SMTP Configuration, click Create New.
Enter your SMTP details as follows:
Host: smtp.office265.com
Auth type: OAUTH
Auth type: Microsoft
Port: 587 (optional but recommended)
Security Type: STARTTLS (optional but recommended)
Username: Your Microsoft username
Sender email: Email address a location will use when sending notifications.
7. Click Test connection to verify that the setup is working. Then, click Save.
8. Follow the steps in the Configuring Your Domain For a Location section to complete the process.
Alternate SMTP Configuration
As an alternative setup step, we can set up an SMTP Configuration on your behalf following the steps below:
1. Provide a subdomain that we can use to initiate the process internally (eg. @visitors.yourdomain.com). Top level domains are not acceptable since these domains are owned by your company and we are not able to take control of your network traffic, other than what Visitor Management requires for this process. We therefore only require a subdomain in order to send public facing emails on your behalf.
2. Provide the public facing email address you wish to use. This will be the email address that is visible to your guests/hosts. You can choose the email address from a top level domain (eg. [email protected]) or from the subdomain you want us to create (eg. [email protected])
3. We will provide an auto-generated TXT token for you.
If using the alternate SMTP configuration, we can also send you the DKIM record to add your DNS.
4. Add that TXT token in your DNS records for Sending (It can take 24-48 hours for DNS changes to propagate).
5. Notify us that the TXT has been added to your DNS so that we can verify the change.
6. We will then route email traffic for your account through this domain and notify you once it's complete.
While you can request a change to the default alias and no-reply section before the email domain, we highly recommend that you keep a ‘no reply’ indicator so that it is clear to your guests/hosts that it is not possible to respond to that email.
