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Using Tractivity to send/receive email (Client Guide)

Important:

Before you start using Tractivity to send/receive emails for stakeholder management, there is some technical set up that must be completed by your IT Department.

This article will help you understand what needs to be completed and what the limitations might be, so you can advise your IT department accordingly and understand why the IT department has to setup the email in a certain way.

How Tractivity sends/receives emails

Most features in Tractivity will involve sending emails (e.g. emailing contacts, newsletters, event invitations, surveys etc), but only the Shared Mailbox feature involves receiving emails.

Typically, all emails are sent out directly from Tractivity, but the "FROM" email address would be one that you have chosen (such as email@organisation.co.uk)

For this to work correctly, Tractivity needs certain "permissions" from your IT department, because without these permissions, the emails sent out are less likely to be delivered successfully or otherwise could look fraudulent to your recipients, which we definitely don't want!

What to ask your IT department

When you are ready for your IT department to set up the email permissions, you should send them the following information:

  1. The Email address that you wish to send emails FROM
    (e.g. engagement@organisation.co.uk)
  2. Are you are using the "Shared Mailbox" feature in Tractivity?
    • (e.g. I AM / I AM NOT using the Shared Mailbox feature in Tractivity)
    • If you are using Microsoft then additionally please follow this setup guide as you will need to connect the mailbox from inside Tractivity, and your IT may need to assist from their end too.
  3. The link to the Technical Integration Guide below:

Some common limitations to be aware of

Organisations that typically use Tractivity are large enterprises and due to this fact, many of them have stricter IT/security policies in place than a smaller organisation.

Therefore, there may be some limitations such as:

  • It may not be possible to send emails from email@organisation.co.uk and instead the IT department may need to create a different URL for sending emails such as email@something.organisation.co.uk
  • It may not be possible to have ANY email address created and you may need to send emails from a generic email address that we create for you such as clientname@tracmail.co.uk
 

Frequently Asked Questions

Q. My IT department has asked me if they need to set up a CNAME record / custom domain to access Tractivity. Do we need this?

A. No - Tractivity uses it's own domain for accessing the platform. Your IT department only needs to set up the email.