Outgoing Email & Notification Settings

Configure SMTP, TLS and automatic notification preferences.

Open Settings and select Company Settings on the left. If you manage multiple bodyshops, first choose the correct location from the top-left dropdown before making any changes.

Overview

This article explains how to configure EstVis to send outgoing email using your own mail server (SMTP), enable TLS for secure delivery, and control automatic notifications to customers and staff. Use these settings to send email from your domain, duplicate SMS as email, and trigger messages when cases change status.

Access the settings page here: EstVis Settings.

Prerequisites

• Manager (administrative) credentials for EstVis Settings.
• Outgoing SMTP details from your email provider: host, port, username, password, and whether the provider requires STARTTLS (explicit TLS) or implicit TLS/SSL.
• Access to your network or firewall to open outbound SMTP ports if required (587, 465, etc.).

Quick checklist

Step-by-step: Configure custom outgoing SMTP and TLS

1. Open EstVis Settings and sign in with manager credentials: Settings.
2. If you manage multiple bodyshops, confirm the correct bodyshop is selected in the top-left dropdown.
3. In Company Settings, scroll to the Enable Custom Email settings group.
4. Check the Enable custom email checkbox to enable custom SMTP sending.
5. Enter the SMTP details: SMTP host, port, username and password, and set the From address and Email fields.
6. Enable TLS if your provider supports it:
   • Check the Enable custom email checkbox to turn on Transport Layer Security.
   • Use port 587 for STARTTLS (explicit TLS). Use port 465 for implicit TLS/SMTPS.
7. Configure notification options (found near the custom email controls):
   • Toggle Enable notification on status change to send automatic notifications when a case moves into buckets configured to send messages.
   • Toggle CC SMS to Email to send the same content as an email in addition to SMS messages.
8. Save your changes by scrolling to the bottom and clicking Save.

How to test your configuration

• Manual notify: In the Workflow app, right-click a case and choose Notify customer to send a template message immediately. Use a test customer or an internal email address first.
• Trigger by status movement: Move a test case into a bucket configured with the SendCustomerMessage or SendAdditionalOffer action and verify delivery.
• Verify headers (optional): Inspect the received message headers in the recipient mailbox to confirm the message originated from your specified SMTP host and whether TLS was negotiated.

Troubleshooting

Symptom: Authentication error or "invalid credentials"

Re-enter the username and password. If the email account uses two-factor authentication, create an app-specific password for EstVis and use it. Confirm credentials with your email provider.

Symptom: Connection timed out / Unable to connect to SMTP host

Confirm the SMTP host and port are correct. Ask your network administrator to ensure the outbound SMTP port (for example, 587 or 465) is not blocked by a firewall. If you are using Desktop Server, verify any server network settings before changing values.

Symptom: Emails still show the EstVis default domain or recipient sees a different "From"

Ensure your SMTP provider allows sending from the specified From address. Some providers require address verification or restrict the From domain. Configure SPF and DKIM for your sending domain to improve deliverability.

Symptom: TLS negotiation fails (emails fall back to plain or fail)

Verify whether your provider expects STARTTLS (use port 587) or implicit TLS/SSL (use port 465). Toggle Enable TLS accordingly and use the correct port. If the issue persists, contact your mail provider and provide SMTP logs.

Symptom: Notifications not sent when a case moves to a bucket

Confirm the bucket has the SendCustomerMessage or SendAdditionalOffer action assigned, and that Enable notification on status change is checked in Company Settings. Also confirm the case was moved to the configured bucket and that all changes were saved.

Symptom: Email marked as spam by recipients

Configure SPF and DKIM records for your sending domain and verify reverse DNS for your mail host. Ask your DNS or IT administrator to add the required records.

Common pitfalls & solutions

• Forgetting to select the correct bodyshop before saving: always double-check the selected location in multi-location accounts.
• Not clicking Save>: edits are not applied until the Save button is used.
• Provider-specific restrictions: some providers limit sending domains and require verification or special credentials–review your provider's documentation.

What's next

• Create employee accounts, assign roles and permissions