Email Settings tell include GO how to send email on behalf of your business — invoice notifications to clients, purchase orders to vendors, payroll reminders to crew members, and system alerts. You pick an email provider, give the app the credentials, and it takes care of delivery.
There are two provider options: Postmark (a reliable transactional email service, the recommended default) and SMTP (your own mail server or another provider like Gmail or Microsoft 365). Pick whichever fits your setup; you can change providers later without losing other settings.
The same page also sets your Inbound Mailboxes — the two addresses customers email in on, which turn their messages into tickets. Two neighbouring settings pages finish that story: Inbound Notifications (who gets alerted) and Auto-Reply Templates (what the customer gets back).
Where to Find Email Settings
From anywhere in include GO, click the Settings icon in the left sidebar. In the Settings sidebar that opens, under the Integrations & Data section, click Email Settings.
Navigation path: Dashboard → Settings → Integrations & Data → Email Settings
The Email Settings Page
What you see on this screen
# | Element | What it does |
|---|---|---|
1 | Postmark API option | Send email through Postmark, a transactional email service optimized for deliverability. Default choice. |
2 | SMTP Server option | Send email through any SMTP server — your own mail host, Gmail, Microsoft 365, SendGrid's SMTP interface, etc. |
3 | Inbound Mailboxes card | The two addresses customers email in on — one for support, one for sales. See Inbound Mailboxes below. |
4 | Send Test Email button | Sends a test message to your own login address using the settings as they are currently saved. Save first, then test. |
5 | Save Email Settings button | Saves changes to provider choice, credentials, sender identity, and inbound mailboxes. |
Above the provider cards there are status badges showing which provider is active, that credentials are stored encrypted, and which fields the chosen provider requires. Below the provider cards, the selected provider expands to show its configuration form and a Sender Identity section (From Name, From Email, Reply-To), followed by the Inbound Mailboxes card.
Using Postmark (recommended)
Postmark is a transactional email service built for reliable delivery. It handles bounce management, signs messages with DKIM, and gives you detailed send reports. If you don't already have a preferred email provider, pick Postmark.
Setting it up
Sign up for a Postmark account at postmarkapp.com (a dedicated server is recommended for production).
In Postmark, create a Server — this represents your include GO instance as a sender. Note the Server API Token.
Add and verify the sending domain you want to send from (e.g., notifications.yourcompany.com).
Back in include GO, on the Email Settings page, pick Postmark API.
Paste the Server Token into the Postmark Configuration form.
Optionally set a Message Stream (defaults to
outbound).Fill in the Sender Identity: From Name (e.g., ACME Landscaping), From Email (must match a verified Postmark domain), and Reply-To.
Click Save Email Settings, then click Send Test Email to confirm delivery.
Server Token, not Account Token: Postmark has two kinds of tokens. Paste the Server token (starts with the server's name) not the Account token. The Account token has admin rights you don't want to expose here.
Using SMTP
Pick SMTP if you already have a mail provider, prefer to use your own mail server, or need a sending rule that Postmark doesn't cover.
Setting it up
On the Email Settings page, pick SMTP Server.
Fill in the SMTP fields from your mail provider:
Host (e.g.,
smtp.gmail.com,smtp.office365.com)Port (typically 465 for SSL or 587 for TLS)
Username and Password (app password for Gmail / Microsoft 365)
Encryption (TLS or SSL)
Fill in the Sender Identity at the bottom of the form.
Click Save Email Settings, then click Send Test Email to confirm delivery.
App passwords for Gmail / Microsoft 365: If your account uses 2-factor authentication, you'll need to generate an app password in your provider's security settings — don't paste your regular account password.
Sender Identity
The Sender Identity section controls what the recipient sees in their inbox:
Field | Purpose |
|---|---|
From Name | The display name shown in the recipient's inbox (e.g., ACME Landscaping Invoices). |
From Email | The address the email is sent from. Must be on a domain your provider has verified. |
Reply-To | Where replies go. Can be the same as From Email, or routed to a monitored shared inbox like billing@yourcompany.com. |
Which address outbound mail actually comes from
Sender Identity is not the only place an outbound address can come from. include GO resolves the From address in this order:
The address the message itself sets. A few features deliberately send from their own address — customer replies on a support or sales ticket go out from your business unit's Messaging Email, so the customer's reply comes back into the right conversation.
Your From Email on this page. Whatever you set under Sender Identity for the active provider.
Your business unit's No-Reply Email. If you never changed the From Email from the platform default, include GO falls back to the No-Reply Email on your business unit record rather than sending from a shared platform address.
Messaging Email and No-Reply Email are set elsewhere: Settings → Organization → Business Unit → Contact. If mail is going out from an address you don't recognise, check there as well as here.
Your branding, not ours: transactional emails — invitations, password resets, notifications — are rendered with your identity, not include GO's. Your business unit name appears in the header and sign-off, and your logo is embedded in the message itself (no public link required; upload it under Settings → Organization → Business Unit). One exception: person-to-person emails such as chat notifications are signed by the person who wrote the message, since signing them from the company would misrepresent who sent them. If a logo is missing or unreadable, the email still sends — it just falls back to the plain company name.
Inbound Mailboxes
Everything above covers mail going out. The Inbound Mailboxes card at the bottom of the page covers mail coming in: the two addresses your customers write to. An email arriving at one of them is matched to your business unit and turned into a task automatically.
Field | What it does |
|---|---|
Support Inbound Email | Messages sent here become tasks on the Inbound tab of the Tasks page. |
Sales Inbound Email | Messages sent here become tasks on the Sales tab of the Tasks page. |
Two ways to fill these in
If include GO has a managed inbound domain set up for you, each field shows a fixed domain suffix pinned to the right of the box (for example @north.gomail.include.com). Type just the mailbox name — support, sales — and the suffix is added for you. This is the simplest option and needs no DNS work on your side.
To use your own domain instead, type the full address including the @ (for example support@yourcompany.com) and the suffix is left off. You'll need to forward that mailbox into include GO at your mail provider for it to receive anything.
Leaving both blank is allowed — inbound email then falls back to the existing address-based routing.
An inbound address belongs to exactly one business unit. These addresses are how an incoming message is matched to you, so no two business units can claim the same one. If you save an address another business unit already uses, you'll get an error on that field — pick a different mailbox name.
The Two Neighbouring Tabs
Setting the inbound addresses above is only the first step. Two more settings pages sit directly under Email Settings in the Integrations & Data section of the Settings sidebar, and they control what happens after a message arrives. Both need the same Settings Manage Email permission as this page.
Inbound Notifications
Settings → Integrations & Data → Inbound Notifications. Decides who gets told when a new support or sales email creates a ticket. For each of the two inboxes you either notify a whole role or pick specific people — one or the other, not both. Notifications reach the app, mobile push, and email. The same page also holds a Project Routing choice for when an inbound email matches a client who has more than one open ticket project: either pick automatically (an unambiguous match wins, otherwise the ticket goes to Unsorted) or let AI choose the most relevant project from the content of the email.
Auto-Reply Templates
Settings → Integrations & Data → Auto-Reply Templates. Controls what the customer sees back the instant their email creates a ticket. There are two templates — Support acknowledgment and Sales acknowledgment — each with an editable subject line and a rich-text body. Buttons below each editor insert variables (Customer name, Company name, Ticket subject, Ticket reference) into whichever field you last clicked into; they're filled in when the email actually sends. Both templates ship with sensible default wording, so they work before you touch them.
How Email Settings Connect to the Rest of the App
AR Invoices — Invoices emailed to clients use these settings.
Purchase Orders — POs sent to vendors go through the configured provider.
Payroll notifications — Paystub emails to employees.
User invitations and password resets — Account management emails.
Workflow triggers — Any automation that sends an email.
Support and sales tickets — Customer emails arriving at your inbound mailboxes become tasks, and replies to those tickets go back out from your Messaging Email.
Who Can Edit This Page?
Anyone with the Settings View permission can see the Email Settings page. Only users with the Settings Manage Email permission can change the provider, credentials, or inbound mailboxes. That same permission governs the neighbouring Inbound Notifications and Auto-Reply Templates pages, which are hidden from the sidebar without it. By default this means Super Admin.
Tips & Best Practices
Send a test message after saving. Use the Send Test Email button — it delivers a test message to your own login address. Note that it uses the last saved settings, so save first, then test.
Use a sending subdomain. Rather than invoices@yourcompany.com, configure notifications.yourcompany.com at your email provider. Keeps marketing and transactional sending separate and protects your primary domain's reputation.
Verify SPF, DKIM, and DMARC. Your email provider will give you DNS records to add. Missing any of them cuts deliverability in half.
Set a monitored Reply-To. Send from noreply@ but route replies to a real mailbox someone checks — clients will hit reply and you don't want their message to vanish.
Rotate the Server Token once a year. Generate a new one in Postmark (or a fresh SMTP password), paste it in here, save.
Don't paste credentials into chat or email. They're stored encrypted here — once saved, they're not readable back even by admins.
Common Questions
Which provider should I pick? Postmark unless you have a reason to use your own mail server. Postmark handles deliverability, bounce tracking, and compliance out of the box; SMTP makes all that your job.
Can I switch providers later? Yes — change the selection, fill in the new provider's credentials, save. The previous provider's credentials stay encrypted in case you switch back.
Why aren't my emails arriving? The most common cause is unverified DNS. Check that your sending domain has SPF and DKIM records set up at your email provider, and verify the domain in the provider's dashboard. Postmark will flag unverified domains and block sending.
Do I pay Postmark separately? Yes — Postmark is a separate service with its own pricing tied to message volume. include GO uses the credentials you provide.
Can I use a free Gmail account for SMTP? It works for testing but Gmail has a low daily send limit (500 messages) and will throttle or flag you for transactional sending. Use Postmark or a transactional service for production.
Where do I change the email body templates? The two customer auto-replies for inbound support and sales email live on the Auto-Reply Templates tab. Everything else is per-feature — templates for invoices, purchase orders and the like live in the feature that sends them.
Why is our mail going out from an address I didn't set here? Two other addresses can supply it. Replies on support and sales tickets send from your Messaging Email, and if the From Email here was never changed from the platform default, include GO uses your No-Reply Email instead of a shared platform address. Both live under Settings → Organization → Business Unit → Contact.
Do I need to set the inbound mailboxes? Only if you want customer emails to raise tickets automatically. Leave them blank and inbound falls back to the existing address-based routing; outbound email is unaffected either way.
Can two business units share one inbound address? No. The inbound address is what identifies which business unit a message belongs to, so each one must be unique across the platform. Saving an address already in use returns an error on that field.
Do our emails still say "Laravel" or include GO at the bottom? No. Transactional emails carry your business unit's name and logo. If you're still seeing generic branding, upload a logo under Settings → Organization → Business Unit.
Related Topics
AR Invoices — Where invoice emails are sent from
Purchasing & Payables — Where vendor emails are sent from
Workflow Triggers — Automations that can send email
Roles & Permissions — Control who can edit Email Settings
Business Unit — Where the Messaging Email, No-Reply Email, and logo used for branding are set
Tasks — Where inbound support and sales emails land as tickets