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Summary

This article describes how email settings are configured in EngageIP in order to send to send emails (invoices, notices, etc.)

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Configuration Process:

1. Click the Setup tab

2. Under the Communication Services heading click Email Settings

3. If no Email Settings are defined, click the Add button

4. On the Email Settings page Enter the SMTP settings

   

   • SMTP Server - the email server to user for outgoing email messages, also known as the Outgoing SMTP Server

   • SMTP Port - the port to use for outgoing email messages, default is 25

   • From Name - the name that will appear in the "from" field of outgoing email messages

   • From Address - the email address that will appear in the from address field of outgoing email messages

   • Bcc (added in EngageIP 8.5.18.0) - blind carbon copy addresses which will not be seen by the "To" recipient.  A comma or semi-colon can be used to separate multiple addresses

   • SMTP Username - the username used to log in to your SMTP server

   • SMTP Password - the password used to log in to your SMTP server

   • Credit Card Expiry Reminder Email Message - the email message template to use for expired credit card messages when sent. This can be any template from the Email Messages list

5. Click the Save button
   

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If you're wondering if emails are being sent or if customers are receiving invoices for example, here is a list of troubleshooting procedures you can follow:

1. Load the Setup tab page and click on Email Settings for the owner (if branded owners are used, or just top owner) and confirm the email settings are correct

2. Setup an Email client on the webserver to confirm that you can send emails with that same configuration information - this will confirm your email settings are correct via a parallel method

3. Check the Contact Type to confirm there is an email address specified:

   • For invoices, check the 'Billing Contact' to be sure there is an email address. This is the 'out of the box' contact type that is used for emailing invoices

   • For regular emails such as bulk emailing from reports, check your canned email configuration. On it you can configure which contact type it should be sent to (administrative contact, technical contact etc.).

     • Ensure that there is an email address configured on the contact type configured in the canned email (Email Messages link on Setup tabpage)

4. Add YOUR email address to the contact type and attempt to email out manually

   1. For invoices:

      1. Click on Invoices tab

      2. Check the box beside the invoice you want to deliver

      3. Click Email

   2. For emails from reports or lists:

      1. Click on the Packages tab

      2. Ensure there is at least one package in the list on the account you want to email (otherwise no email will be sent, because there is no package information to email out)

      3. Click Email

      4. Select your canned email

      5. Click the Send button

5. Confirm the email went out by reviewing the event log report on the Reports tab page (see image below as example of what the event log looks like when an email is sent)

6. If the email is in the event log as being sent but has not been received, confirm the following:

   1. Event Service and Job Service are running - these deliver emails

   2. Check your outgoing mail server software

      • Check the mail log to look for the email passing through

      • Check error log to look for errors

      • Check any pending / waiting delivery locations in your mail server

   3. Check your mail servers spam folder

   4. Check your mail accounts spam folder to be sure the email is not being sorted or filtered out

   5. Though all of this, there should be a log / trail of all activity of the email being sent

7. If the event log in EngageIP does not show the email, please return to step 1 and reconfirm your setup to be sure nothing was missed