Email sending

By default, the emails your customers get from FSM Navigator (appointment updates, estimates, invoices, payment receipts, reminders) come from FSM Navigator's own address. On the Enterprise plan you can send them from your own business address instead, either from a domain you own or from a Microsoft 365 mailbox.

Every plan also gets sending health: we track which customer emails bounce or get reported as spam, warn you about the failing addresses, and protect your sending reputation (and ours) if too many fail.

The Owner and the Administrator manage this on the Email Sending tab of Company Settings.

What changes and what doesn't

When you send from your own address:

• Your customers see your business name and address in the From line, and their replies come back to you.
• The top of each email shows your logo, business name and brand colour. The rest of the email doesn't change: the layout and wording stay the same, and the "Powered by FSM Navigator" footer stays at the bottom of every email.
• Marketing emails, such as feedback requests and year-in-review statements, carry your business name and mailing address at the top. See Mailing address for marketing emails.
• Sign-in and verification emails (password resets, portal sign-in links, email confirmations) always come from FSM Navigator, so they never depend on your mail setup.
• Emails to you and your team, such as reports and alerts, keep coming from FSM Navigator.

Choose how your emails are sent

At the bottom of the Email Sending tab, How your emails are sent has three options:

You can set up either your own domain or Microsoft 365, not both. Nothing changes until you set one up and it passes its checks. Once your domain is verified and your sending address is saved, or once your Microsoft 365 connection works, the option switches on its own. If you've already picked an option yourself, we never change it. You can switch back to FSM Navigator at any time, and the change applies to the next email.

Send from your own domain

Use this when your business email runs on a domain you own, such as yourcompany.com, with any email provider.

1. Add your domain

1. Open Company Settings, then the Email Sending tab.
2. Under Your sending domain, type the domain only (no www or https) and choose Add domain. Public email providers such as Gmail can't be used.
3. After a few minutes, use Check again to see the DNS records to add.

2. Add the DNS records

The tab lists three CNAME records, each with a Copy button for the host and the value. Add them at the company that manages your domain's DNS (often where you bought the domain). They prove the domain is yours and let us sign your emails for it.

Changes can take a few hours to show up. Use Check again to see each record's status. When all three are found, the domain shows Verified.

If your domain stops working, your customer emails don't wait: they go out from FSM Navigator's address under your business name until it's fixed, and we email the Owner and the Administrator.

3. Set who your emails come from

Under Who your emails come from:

• Sender name: the name your customers see. Leave it blank to use your company name.
• Sending address: the part before the @, such as billing or office.
• Reply-to address (optional): where replies go. Left blank, replies go to the sending address.

A preview shows exactly what your customers will see. You can save these before your domain is verified.

Bounce domain (optional)

When an email can't be delivered, a bounce notice goes back to the sender. Once your domain is verified you can add a bounce domain, a subdomain you don't use for anything else, such as bounce.yourcompany.com. It lets inboxes match bounce notices to your domain, which can help your emails reach the inbox. The tab shows the two records to add (an MX record and a TXT record). Your emails keep sending while it's set up.

Protect your domain with DMARC

DMARC tells inboxes what to do with email that pretends to come from your domain.

• If your domain already has a DMARC record, the tab shows it and we leave it alone. Emails we send for you are signed for your domain, so they pass it. Don't change your existing record for FSM Navigator.
• If your domain has none, the tab offers one. Choose Quarantine (fake emails go to spam, recommended), Reject (fake emails are blocked) or Monitor only (no protection; use it only while you check your other services). Copy the record and add it at your domain provider.
• If your domain has more than one DMARC record, inboxes ignore all of them. Keep one and delete the others.

If you send more than 5,000 emails a day to Gmail addresses, Google requires a DMARC record on your sending domain.

Send from Microsoft 365

Use this when your business email is on Microsoft 365. You create a small app in your own Microsoft account, and we send as one mailbox through it. Nobody signs in, so strict sign-in rules, password changes and MFA prompts can't interrupt your customer emails.

The setup needs a Microsoft 365 administrator. Follow the step-by-step guide: Microsoft 365 setup for email sending.

If Microsoft 365 stops working (for example, the client secret expires), your customer emails don't wait: they go out from FSM Navigator's address under your business name, with replies going to your mailbox, and we email the Owner and the Administrator to fix it.

Sending health

The Sending health card shows how your customer emails were received over the last 30 days. It's on every plan, whichever option you send with.

Rates appear once you've sent enough customer emails to measure; until then the status reads Not enough emails yet to measure.

Failing addresses

Below the figures, Failing addresses lists each address that bounced or reported spam, with the customer it belongs to, the reason and when it last happened.

An address that hard-bounces, or whose owner reports your email as spam, stops receiving all of your customer emails. This protects your sending reputation. You can't unblock an address yourself; to reach that customer, open their record and update their email address.

Warnings, pause and resume

If too many of your customer emails bounce or get reported as spam, we warn you before anything stops. Each warning email lists the failing addresses and the customers they belong to.

1. Warning: some customer emails are bouncing or being reported as spam. Correct or remove the addresses listed.
2. Second warning: still happening 7 days later.
3. Final warning: still happening 7 more days later. The email tells you the rates that would pause your sending.
4. Paused: still happening after the final warning, or a very high bounce or spam rate at any point.

A warning clears after 30 days without problems.

While your customer emails are paused

No email goes to your customers, including invoices, until our team resumes sending. Emails to you and your team, and sign-in emails, still go out. Customer emails that weren't sent are listed on the card under Not sent while paused.

The Owner, Administrator and Managers see a banner on their dashboard. We open a support request for you automatically, and the card links to it.

Ask us to resume

1. Correct or remove the failing addresses on your customer records.
2. On the Sending health card, under Ask us to resume sending, describe what you fixed and tick I reviewed the failing addresses below.
3. Choose Send to our team. Your answer goes onto the support request, and our team replies there and by email.

Only our team can resume sending. When we do, your status shows Resumed, under review for 30 days. During those 30 days, reaching the warning level pauses your customer emails again.

Mailing address for marketing emails

US anti-spam law requires a physical mailing address in every marketing email. Marketing emails to your customers, such as feedback requests, year-in-review statements and membership offers, carry your business name and mailing address at the top, on every plan.

Add your full mailing address (street, city, state and ZIP) in Company Information. Until it's complete, marketing emails to your customers aren't sent, and the Email Sending tab shows a reminder. Your other customer emails, such as invoices and appointment updates, aren't affected.

Common questions

Related

• Microsoft 365 setup for email sending
• Support requests
• Company Information
• Text notifications