Email sending and your own SMTP server

asktrix sends emails to your contacts on your behalf: conversation transcripts, campaign emails and double opt-in confirmations. You set the sender and, if you like, your own SMTP server under Settings → Channels → Sender & SMTP. Email is part of the Start plan and up. Only owners and admins can change these settings.

What gets sent

Email	When
Conversation transcript	When a conversation is resolved, if Send the conversation once resolved is on under Settings → Channels → Sending & signature. Also when a teammate emails a transcript from the conversation.
Campaign emails	When you send an email campaign (Team plan and up)
Double opt-in confirmation	When a contact is asked to confirm marketing emails

Emails go to the contact's email address. Contacts without an email address don't get any.

Replies to these emails don't come back into the asktrix inbox. They go to your sender address, so use a mailbox that someone reads.

Sender

Under Sender enter a Sender name (for example your shop's name) and a Sender email.

What the recipient sees depends on how the email is delivered:

• Default delivery (no own SMTP server): the email comes from asktrix's sending address, with your sender name as the display name. Your sender email is set as the reply-to address, so replies reach you.
• Custom SMTP server: the email comes from your sender email, through your own server.

Use your own SMTP server

With your own server, emails come from your domain, and your mail provider's reputation applies.

1. Turn on Use a custom SMTP server.
2. Enter Host, Port, Username and Password from your mail provider.
3. Port 587 uses STARTTLS automatically. For port 465, turn on Use TLS/SSL.
4. Click Save SMTP.
5. Click Send test email. It goes to your own account email.

Your account email needs to be verified before you can save SMTP settings. The password is stored encrypted. The SMTP host must be reachable from the internet; local and private addresses are blocked.

If the test fails, the message names the reason: wrong username or password, no connection, timeout, TLS problem, unknown host, or the server rejected the email. Most providers need an app password or SMTP to be enabled first.

SPF and DKIM

Receiving mail servers check that your server is allowed to send for your domain. Without that, your emails land in spam or are rejected.

With your own SMTP server, set these up at your domain's DNS:

• SPF: a TXT record on your domain that lists your mail provider, for example v=spf1 include:_spf.google.com ~all for Google Workspace. There can be only one SPF record per domain, so add the provider to your existing record instead of creating a second one.
• DKIM: your mail provider gives you a key to publish as a TXT or CNAME record. Turn on DKIM signing in your provider's admin panel.
• DMARC: recommended. Start with v=DMARC1; p=none; rua=mailto:[email protected] on _dmarc.your-domain.com and tighten it once SPF and DKIM pass.

Your mail provider's help pages have the exact values. After changing DNS, wait for it to update, then send a test email and check the headers for spf=pass and dkim=pass.

With default delivery, the emails are sent from asktrix's domain, so you don't need to change your DNS.

Signature

Under Settings → Channels → Sending & signature, turn on Use a signature and enter your text. It's added below every outgoing email.