Outbound Email Configuration

Who Can Configure Outbound Email

Only a tenant owner can configure or modify outbound email settings.

Administrators and agents do not have permission to change domain authentication settings.

Step 1: Select a Sending Domain

Choose the domain that will be used to send customer replies (for example: support@yourstore.com).

This domain must be verified before email sending is enabled.

Step 2: Verify Domain Ownership

VersanaCX™ provides DNS records that must be added to your domain provider.

These typically include:

• SPF record updates
• DKIM record entries
• Domain verification record

These records confirm that VersanaCX™ is authorized to send email on behalf of your domain.

Step 3: Confirm Verification

After DNS records are added, allow time for propagation.

Once verification succeeds, outbound sending will be enabled for your workspace.

Authentication Standards

VersanaCX™ supports domain authentication standards including SPF and DKIM.

Proper configuration reduces spam classification and improves deliverability.

We recommend maintaining a DMARC policy aligned with your domain's email strategy.

How Outbound Sending Works

When an agent replies — or when automation executes (if eligible) — the message is sent through the configured outbound provider using your authenticated domain.

Each message includes proper threading headers to preserve conversation continuity.

Automation & Governance

Outbound email does not automatically enable automation.

Automated replies are only sent when all governance conditions are satisfied, including Shadow Mode validation, readiness thresholds, lifecycle revalidation, and platform safeguards.

If a global kill switch is active or automation is paused, outbound automated messages will not be sent.

Rate Limits & Protection

Outbound sending may be subject to rate limits depending on plan and infrastructure safeguards.

Excessive or abnormal sending patterns may be restricted to protect deliverability and prevent abuse.

Security Controls

Outbound email requests are validated server-side.

AI-generated content is processed outside database transactions and subject to timeout limits.

No cross-tenant data access is possible due to row-level security enforcement.

Disabling Outbound Email

Tenant owners may disable outbound sending at any time from the Settings page.

Disabling outbound email prevents new messages from being sent but does not affect conversation history.

Troubleshooting Deliverability

If customers are not receiving replies:

• Confirm SPF and DKIM records are correctly configured.
• Verify DNS propagation.
• Check spam folders.
• Confirm your domain's DMARC policy.

If issues persist, contact support with message timestamps and recipient addresses.