Emails can go out in one of two ways: from the Communication21 agency mailbox, disclosed as written on your behalf, or from your own business address. You choose in setup step 6 and can switch later in Settings → Mailbox.
The two options side by side
| Communication21 sends for you | Use your own mailbox | |
|---|---|---|
| From | The agency mailbox, with your sender’s name and “Communication21”. | Your own address. |
| Disclosure | The signature says Communication21 is writing on behalf of your company. | Your own company signature. |
| Replies | Arrive in the agency inbox, then in your Conversations. | Land in your inbox and appear in Conversations. |
| IT setup | None. | Mail server details and an app password. |
| Scheduled sending | Starts once your account manager approves it. | Available once the mailbox is connected. |
| Daily capacity | Shared with other clients on the agency mailbox. | Your own warm-up and limits. |
The agency option is the quickest way to start. Your own mailbox builds your domain’s reputation and keeps replies in your own inbox, which suits companies planning to run outreach for the long term.
Connect your own mailbox
Any mailbox that supports SMTP with a password or app password can be used. Accounts that only allow sign-in through the provider’s own login page are not supported yet. Gmail and Outlook users need an app password, not their usual password.
- In setup step 6 choose Use your own mailbox, or go to Settings → Mailbox.
- Enter Your email address and the Name people see.
- Enter the Outgoing mail server, your Sign-in username (usually your full email address) and the App password.
- Open Advanced settings to set the port (587 STARTTLS or 465 TLS), the Incoming server (IMAP) and, optionally, a DKIM selector.
- Select Test connection. Testing does not send any email.
- If it works, the mailbox is saved, the password is encrypted and never shown again, and automatic sending is paused so you can check the new sender.
- Use Send test email to send one message from the address to itself, then check Inbox and Spam. This counts towards today’s limit.
Why the incoming server matters
SMTP only sends. Without the incoming (IMAP) server, the app cannot save copies to your Sent folder, and it cannot read replies, bounces or opt-outs from your mailbox. That means no automatic reply sorting and no follow-ups. Add IMAP if at all possible. It uses the same username and password.
With IMAP set, a copy of each sent email is placed in your Sent folder (named Sent, Sent Items or Sent Messages), so your team sees the same history you see in the app.
The checks on connection
Connection and deliverability checks reports on SMTP and TLS, Sent-folder copies, reply tracking, and your domain’s SPF, DMARC and DKIM records. Only a sign-in or connection failure stops the save; the DNS results are advice (see SPF, DKIM and DMARC explained simply). Inbox placement is never claimed: delivering to yourself does not guarantee delivery to other providers.
What must be in place before anything sends
- A working mailbox. If your own mailbox’s sign-in fails, sending stops; it never falls back to the agency mailbox.
- A real postal address for the footer, where post reaches you.
- A reviewed statement register.
- For each company: a permitted address, no opt-out, a clean draft, and a finished review window.
Still to check before emails send lists anything missing.
Switching between them
To move from your own mailbox back to agency sending, disconnect it with Disconnect and pause sending. This removes the saved details and pauses automatic sending, and agency sending needs your account manager’s approval again. To move from agency sending to your own address, connect your mailbox as above. A new address starts its own warm-up.
Need help with something not covered here? Email wilson@communication21.com or use Help & glossary in the app.