Send white-label email through SMTP

Send every email the portal sends for your agency through the email service you already use, from your own address. Choose your service in the Email Hub, enter its SMTP sign-in details, and the portal fills in the server and ports for you, signs in to check them before saving, and sends over an encrypted connection. Presets cover Google Workspace and Gmail, Google Workspace SMTP relay, Amazon SES, SendGrid, Mailgun, Postmark, Brevo, Zoho Mail, Mailjet and SMTP2GO, and Other SMTP server covers the rest.

This guide is one of five sender guides. For a comparison, see Configure custom email.

What you need first

Owner access. The Email Hub is in Settings, which only the agency owner opens.
An email service that allows SMTP sign-in with a username and password or key. Services that accept only known IP addresses refuse the portal, so use sign-in by username and password.
A From address your service lets you send from, on your own domain.
SPF and DKIM set up for your domain at your email service. Most services walk you through it: SPF lists which servers may send for your domain, DKIM signs each email so mailbox providers can check it came from you, and a DMARC record (a TXT record at _dmarc, for example v=DMARC1; p=none;) tells them what to do when a check fails.

Settings for each email service

Pick the service under Email service and the portal fills in the SMTP server, offers only the ports that service accepts (the first one is picked for you), and names the password field the way the service does.

Email service	SMTP server	Ports offered	Username	Password field
Google Workspace / Gmail	`smtp.gmail.com`	587, 465	Your full email address	App password: a 16-letter app password, not your Google password
Google Workspace SMTP relay	`smtp-relay.gmail.com`	587, 465	Your full email address	App password
Amazon SES	`email-smtp.us-east-1.amazonaws.com` (change the region)	587, 465, 2587, 2465	Your SES SMTP username	SMTP password
SendGrid	`smtp.sendgrid.net`	587, 465, 2525	`apikey` (filled in)	API key with Mail Send permission
Mailgun (US)	`smtp.mailgun.org`	587, 465, 2525	The domain’s SMTP login, such as `postmaster@mg.yourdomain.com`	SMTP password
Mailgun (EU)	`smtp.eu.mailgun.org`	587, 465, 2525	The SMTP login of your EU domain	SMTP password
Postmark	`smtp.postmarkapp.com`	587, 2525	Your Server API token	Server API token (the same token)
Brevo	`smtp-relay.brevo.com`	587, 465, 2525	The login under Settings, then SMTP & API	SMTP key (not an API key)
Zoho Mail	`smtp.zoho.com`	587, 465	Your full email address	Password, or an app-specific password with two-factor sign-in
Mailjet	`in-v3.mailjet.com`	587, 465, 2525	Your API key	Secret key
SMTP2GO	`mail.smtp2go.com`	587, 465, 2525	An SMTP user from Sending, then SMTP Users	SMTP password of that user
Other SMTP server	You type it in	587, 465, 2587, 2465, 2525	As your service gives it	Password

Google Workspace and Gmail

App password: turn on 2-step verification, then create an app password in your Google Account under Security. Paste it as Google shows it: the portal removes the spaces between the groups of four letters. See Google’s Sign in with app passwords (opens in a new tab).
From address: Gmail sends from the account you sign in with, or from an address added to it under Send mail as. Any other From address is replaced with the account’s own address. See Google’s Send emails from a different address or alias (opens in a new tab).
SMTP relay: for Google Workspace’s relay, set it to Require SMTP Authentication in the Google Admin console first. See Google’s Route outgoing SMTP relay messages through Google (opens in a new tab).

Amazon SES

Use SMTP credentials created in the SES console under SMTP settings, not your AWS access keys. SMTP credentials belong to one AWS Region. See Obtaining Amazon SES SMTP credentials (opens in a new tab).
Change the region in the server name to your account’s region, for example email-smtp.eu-west-2.amazonaws.com.
From address: it must be a verified identity in SES (the address or its domain). While your SES account is in the sandbox, SES sends only to verified recipients.

SendGrid, Mailgun and Postmark by SMTP

These three also connect by API key in the Email Hub, which adds delivery tracking. Choose SMTP only if you prefer it. See SendGrid, Mailgun and Postmark.

SendGrid: the username is the word apikey, filled in for you. Send from an authenticated domain or verified sender.
Mailgun: use the SMTP login and password from the domain’s SMTP credentials, and pick Mailgun (EU) for domains in the EU region. Send from an address on that domain.
Postmark: the Server API token is both the username and the password (the Account token is refused). Send from a confirmed sender signature or verified domain.

Brevo, Zoho Mail, Mailjet and SMTP2GO

Brevo: the SMTP login is shown under Settings, then SMTP & API, next to where you create an SMTP key. Brevo shows a new key only once. Send from a sender or domain set up in Brevo. See Brevo’s Send transactional emails using Brevo SMTP (opens in a new tab).
Zoho Mail: paid organisation accounts on a custom domain use smtppro.zoho.com, and EU accounts use smtp.zoho.eu: choose Zoho Mail, then change the server name. Send from the account’s address or one of its aliases. See Zoho Mail SMTP configuration (opens in a new tab).
Mailjet: your API key and Secret key are on Mailjet’s SMTP settings page. Send from a sender address or domain validated in Mailjet. See Mailjet’s SMTP Relay overview (opens in a new tab).
SMTP2GO: create an SMTP user under Sending, then SMTP Users (not your account login), and send from a verified sender. See SMTP2GO SMTP settings (opens in a new tab).

Microsoft 365 and other services

Microsoft 365 isn’t a preset. To send from a Microsoft 365 domain, send through a sending service such as SendGrid or Amazon SES set up for that domain. For any other service, choose Other SMTP server and enter the SMTP server name your service gives for sending.

Connect your SMTP server in the Email Hub

Open the Email Hub

Go to Settings and open the Email Hub tab. In Your email sender, under How you send, select SMTP server.
Choose your service

Pick it under Email service. The SMTP server and Port fill in, and a line under the fields says which username and password your service expects.

Enter the sign-in and sender details

Field	What to enter
SMTP server	Filled in by the preset. Edit it for a different region or host.
Port	587 suits most services. You don’t choose the security mode: the portal uses TLS from the start on 465 and 2465, and requires STARTTLS on 587, 2587 and 2525.
Username	See the table above.
Password (named for your service, for example App password or SMTP key)	Encrypted at rest and never shown again. When you edit other fields later, leave it blank to keep it. If you change the server or username, enter it again.
Reply-to Email	Where client replies go.
From Name	Your agency name as clients see it.
From Email	An address your SMTP account is allowed to send from. Required.

Select Save and check connection

The portal signs in to your server before saving anything (it sends nothing). If the server refuses, nothing is saved and you see the server’s reason. When it works, you see Connected to your SMTP server and saved, with a note such as “Signed in to smtp.gmail.com:587. Send a test email to confirm your server sends from hello@youragency.com.”

Every connection uses TLS 1.2 or later, with the server’s certificate checked against its name.

Send a test email

Enter an address next to Send Test Email and select Send Test Email.

“Test email accepted by your mail server for …” means your server took the email. The badge changes from Send a test email to confirm to Test email accepted.
Check the From address on the email you receive. Some servers, such as Gmail, replace a From address that isn’t the signed-in account or one of its aliases.
If the message says the test went out from the platform address, your server refused it and the message gives the server’s reply.

You can send up to 10 test emails an hour.

How do I track delivery with SMTP?

The portal records that your server accepted each email. Bounces, delays and delivery reports stay with your email service, or come back to your mailbox, as they do for any email you send through it. If you want the portal itself to record delivered, bounced and spam emails, connect SendGrid, Postmark or Mailgun by API key instead.

What happens if your SMTP server can’t send an email?

The server refuses it (for example after a password change, or a From address it doesn’t allow): the email goes out from the Voice AI Portal address instead, under your From Name and with your Reply-to Email, so your client still gets it. The Email Hub shows “Your SMTP server couldn’t send an email (date and time), so it went out from the platform address” with the reason, and the collapsed card shows Sending problem. A successful test email clears it.
The server asks to try again later: the portal retries before it moves to the platform address.
The server can’t be reached: the email goes out from the platform address, and for the next five minutes the portal sends straight from the platform address, so sign-in codes don’t wait for a server that isn’t answering.
The server refuses the recipient’s mailbox (for example “user unknown”): the email is not sent from another address.
Outbound email campaigns never use the platform address. If your server refuses a campaign email because of your setup, the campaign pauses with the reason. See Email campaigns.

Can I send email campaigns through SMTP?

Yes. An email campaign playbook is ready once the Email Hub shows Test email accepted. Until then, it shows “Verify your sending domain in Settings → Email Hub first”. Check your service’s sending limits and rules for marketing email before you launch a large campaign. See Email campaigns.

Troubleshooting

When the portal can’t sign in to your server on save, the message ends with “Nothing was saved.”

Message or problem	What to do
“… rejected the username or password (…)”	Check the username and password your service expects (table above). For Google, the message adds “Google accepts only an app password here, not your normal Google password”: create an app password. For Brevo, use an SMTP key, not an API key, and your SMTP login, not the server name.
“Couldn’t start a secure connection to …: the server expects a different security mode on this port. Use port 587 or 465.”	Choose the other port.
“… didn’t answer in time” or “Couldn’t connect to … (…)”	Check the server name, then try port 587 or 465. Some services also use 2525.
“Couldn’t find the SMTP server …. Check the host name.”	The server name doesn’t exist. Check the spelling.
“… is not a public internet address. Use your email provider’s SMTP server.”	Use your service’s public SMTP server name.
“Enter the SMTP server as a host name, such as smtp.example.com”	Enter the name only, without `https://`, a port or a path.
“Use port 587, 465, 2587, 2465 or 2525”	Port 25 isn’t offered. Use one of these.
“Enter the password again: the server or username changed”	Enter the password, then save.
“Enter the From Email your clients will see”	Add a From Email.
The email arrives from a different address than your From Email	Your service replaced it. Add the address as an alias or verified sender in your service, then send another test.
“… refused the email (…)” on a test	Usually the From address isn’t allowed by your service. Verify it there.
“Too many changes to your email settings. Try again in an hour.”	The Email Hub accepts 10 saves an hour.

Switch or disconnect

Select Disconnect SMTP server and confirm. The saved password is removed and your emails go out from the platform address straight away. Your server and sender details stay, so reconnecting only needs the password.