Outgoing Email Settings
After configuring your Help Scout mailbox to use a custom email address, Help Scout Account Owners and Administrators can also adjust the Outgoing Email settings for that mailbox. The option you choose for your outgoing email will depend on your organization's needs and requirements. This article will explain what those options are so that your team can decide which is best for you!
In this article
Change Outgoing Email Settings
From within the mailbox, click the gear icon and choose Outgoing Email.
Alternatively, you can navigate using the top menu by choosing Manage > Mailbox(es) > [Your Mailbox] > Outgoing Email.
Use Help Scout
All mailboxes default to this setting, and by default Help Scout will send emails on your behalf when you reply to or start a new conversation. This means that the emails will show to your recipients as via helpscout.net or on behalf of your domain. This prevents spam filters from seeing the email as "spoofing" your domain, or falsely pretending to be real email from you. The recipients' email client will determine how this appears in their email. For example, if your recipient uses Gmail, it will look like this in their inbox:
We will send the message as your custom email address directly if we're able to confirm that you have SPF set up to allow Help Scout to send as your domain. Check out Use an SPF Record to Help With Email Delivery for more information what SPF is and how to create that record.
We also recommend that you create a CNAME for DKIM validation so that emails you send from Help Scout will also pass any spam protection that checks for DKIM signatures. Use DKIM to Help With Email Delivery offers the information you'll need to set that up as well.
Use Custom SMTP
You may choose to use custom SMTP to improve email deliverability or to have more control over your outgoing email in general. Each time a reply or new email is sent, our servers will connect to your email provider and hand off the email to them — your email then will be sent to your recipient from your email provider's servers instead of Help Scout's servers.
If your email provider is Google Workspace or Gmail, Use Google OAuth to Send From Help Scout will help you connect Help Scout to your Google account.
Most other email providers offer a basic SMTP service you can use. For more help there, see Use SMTP to Send From Help Scout.