Email Configuration

Use the Email Configuration page to set who your customer emails come from, where replies go, how they are branded, and which automated emails Arcus sends. Come here when you set up a new company, change your sender or support address, move sending to your own domain, or turn an automated email on or off.

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Before You Start

• You need the settings.view permission to open the page.
• You need settings.edit to save, send a test email, and register, verify, refresh, or remove a custom sending domain. The controls show for everyone who can open the page, but without settings.edit each of these is refused with “Permission denied: settings.edit”.

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Open Email Configuration

1. In the deck, open Settings.
2. Under Documents & Email, choose Email Configuration.

The breadcrumb reads Settings > Documents & Email > Email Configuration. You can also search for Email Configuration in the command palette, or open it from the email tile on the Integrations dashboard.

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Email Identity

Email Identity controls the header and branding customers see when Arcus sends messages for the entity. Set:

• From Email: the sender address customers see when the sending domain supports it.
• Reply-To Email: where customer replies should go.
• Company Name: the display name used in outgoing email.
• Support Email: the support contact shown in email copy and templates.
• Email Logo: the logo shown at the top of customer-facing emails.
• Footer Text: the footer included at the bottom of outgoing emails.

These values appear in the headers of all outgoing emails. Click Save Email Configuration to save the identity fields and your notification choices together. Use a monitored Reply-To address. If replies go to an unmonitored mailbox, customers may answer an invoice, quote, or shipment notice without anyone seeing it.

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Postmark Health

The health badge checks whether Arcus can reach its email delivery service, Postmark. It reads Postmark Verified when the connection works and Postmark Unreachable when it does not; click the badge to check again. If the badge shows a problem, test sends and customer messages may fail. If Postmark is unreachable:

1. Retry the health check.
2. Confirm the entity has an email connector configured.
3. Confirm the sending domain is verified when using a custom domain.
4. Send a test email after the health check is healthy.
5. Review the Email Log if a real customer message was expected.

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Notification Preferences

Notification toggles decide which customer events automatically create outgoing emails. A disabled email is not sent, and it is still logged on the Communications page with the status “skipped”. Arcus groups notification toggles by type. Everything is on by default except Monthly AR statements: A dot marks each toggle you changed, and the save bar reads “You have unsaved notification changes.” until you click Save Email Configuration.

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Custom Sending Domain

A custom sending domain lets customer-facing email use your own domain. Arcus recommends a subdomain such as mail.yourcompany.com so you do not disturb the root domain that already handles normal employee mail. Typical setup:

1. Enter the Sending Domain.
2. Click Register Domain. You see “Registered” with your domain, then “Add the DNS records below to finish setup.”
3. Add the two DNS records shown, DKIM and Return-Path, at your DNS provider. Each card has copy buttons for the host and the value. A Recommended SPF record is also shown; add it only if you do not already have an SPF record.
4. Click Verify Now after DNS has propagated. If it is not ready yet, you see “Verification still pending. We’ll keep checking every 30 seconds for the next 5 minutes.”
5. Send a test email and confirm From, Reply-To, logo, and footer.

The domain’s status badge reads Pending DNS, Verified, or Verification Failed. Refresh Status checks again at any time. When the domain verifies, you see “Domain verified successfully.” Until the domain is verified, emails keep using the platform sender. To stop using your domain, click Remove Custom Domain, then Confirm Remove at “Remove this custom domain?”. You see “Removed” with the domain and “Reverted to platform default sender.”

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Send A Test Email

Use Verify Configuration after saving changes.

1. Click Save Email Configuration.
2. Enter a recipient in Send Test To.
3. Click Send Test. You see “Test email sent to” with the address, and the result shows the From and Reply-To that were used and the message ID.
4. Confirm the message arrives.
5. Confirm the From address, Reply-To address, logo, footer, and company name.
6. If the test does not arrive, review Postmark health, the custom domain status, and Email Log.

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Delivery Troubleshooting

When a customer says they did not receive an email:

1. Confirm the notification toggle for that message type is enabled.
2. Confirm the related email template is active when the template supports enablement.
3. Confirm the customer email address is correct.
4. Check whether the customer unsubscribed from optional emails.
5. Review the Email Log for sent, skipped, failed, bounced, or delivered status.
6. If delivery shows success but the mailbox cannot find it, have the customer’s email admin check quarantine, filtering, and tenant rules.

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Messages You May See

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What Changes Elsewhere

• Customer emails: every automated email uses the identity, logo, and footer saved here, and only the notification types that are on are sent.
• Communications page: emails for disabled notification types are logged as skipped.
• Sending domain: once verified, customer emails come from your own domain.
• Audit trail: each save is recorded in the Audit Log. Registering a custom sending domain, a Verify Now that confirms it, removing it, and each test email you send are recorded there too.

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Common Blocks

• Test email fails: check Postmark health, custom domain verification, sender configuration, and that you have settings.edit.
• Replies go to the wrong team: update Reply-To Email and Support Email.
• Logo looks blurry: upload a sharper logo and send a test email.
• Customers still get a disabled message type: confirm whether the email is transactional, whether a template is active, and whether another workflow is sending a different message.
• Monthly statements are not sending: statement emails default off. Turn on Monthly AR statements, then check Statement Delivery Default on Settings > Documents & Email > Documents.
• Custom domain stays pending: DNS may not have propagated, or the record may be added at the wrong host.

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