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How do I set up outbound emails in SugarCRM?

Goals

Set up outbound emails from SugarCRM, so that your system will be able to send emails (eg: workflow notifications, user assignment notifications, campaigns etc.)

Requirements

The user must be a SugarCRM Administrator.

The user must know the company mail server settings (server address, protocol, credentials etc.) of a general purpose email address (eg: info@company.com.au).

Set up Steps

A lot of useful functionality (notifications, emails, campaigns, etc.) depends on SugarCRM being configured with an outbound email server (SMTP). Setting up a SMTP server in SugarCRM is as simple as navigating to Admin > Email Settings, choosing “SMTP” as the mail transfer agent, and entering the server information. A fully working set up, however, may require additional configuration including changes on your email server.

Restricted IPs

Some email service providers restrict access to their servers to a predefined range of IP addresses. This means that the email server will only talk to a certain set of machines. You will need to speak with your system administrator, IT team, or email service provider to find out if access to your email server is restricted. Please contact us to know which IP addresses and ranges should be whitelisted on your mail server.

Restricted From Address

In addition to IP restrictions, the majority of email service providers will restrict the “From Address” that users are allowed to set on outbound emails.
The “From Address” is how SMTP servers identify the sender of emails. In order to prevent a user from impersonating another sender users may be restricted to a set of allowed from addresses.
Consider the scenario where the Administrator is configuring SMTP settings for SugarCRM. The Administrator has received credentials (system_administrator, secret_password) from the email service provider. The Administrator navigates to Admin > Email Settings and configures SugarCRM with these credentials. The Administrator also sets the “From Address” as “do_not_reply@my.domain.com”. The Administrator navigates to the Emails module and attempts to send an email using the system outbound email account. SugarCRM reports: “The following From Address was not allowed: do_not_reply@my.domain.com”.
The Administrator contacts the email service provider to report the issue. The email service provider informs the Administrator that when using the “system_administrator” account they are only allowed to send emails with a “From Address” of “system_administrator@my.domain.com”.

The email service provider offers a few solutions to the issue:

  1. Allow the “system_administrator” account to send emails as “do_not_reply@my.domain.com”
  2. Create a new “do_not_reply” account that can only send emails as “do_not_reply@my.domain.com”
  3. Create a new “system” account that can send emails as anyone in the “my.domain.com” domain (this setup is also called “authenticated relay” or “send on behalf of“)

The Administrator chooses the third option and updates SugarCRM with the new “system” account under Admin > Email Settings. This option allows the system to send emails as any person within the “my.domain.com” domain.
This will come in handy when the marketing team begins sending campaign emails as “marketing@my.domain.com” since the campaign module uses the system email settings to process outbound emails.

Message Throttling

Message throttling is a problem often encountered when working with campaigns. The campaign module allows users to prepare and send a marketing email to a large group of people with possibly thousands of recipients. Some email servers, due to server capacity or server settings, may be limited in the number of messages that can be processed over a given period of time. For example, exchange servers provide email server administrators the ability to throttle the number of messages processed by the email server. If users are not aware of this limitation and send out a campaign, messages may fail to send. SugarCRM will attempt to send the failed messages later but a better solution is to control the flow of messages from SugarCRM to prevent failures. You should discuss the capabilities of your email server with your email service provider; they may be able to adjust throttling settings on the email server for improved performance.

Troubleshooting Email Settings using SugarCRM error logs

When testing email credentials it is really useful to be able to see the error messages that get produced by the Email server. A great troubleshooting guide for SugarCRM email details using the SugarCRM logs can be found at this web address.

Related articles

How do I set up emails to work with SugarCRM Campaigns?

Sources

The original content was taken from the SugarCRM FAQ article “Configuring Your Outbound Email Server (SMTP) to Work With Sugar”

About the Author
Enrico Simonetti is CTO of InsightfulCRM. Technology, collaboration and web design are Enrico’s passions. As the Chief Technology Officer at InsightfulCRM, Enrico spearheads the design and development of new technologies to help organisations better engage with their customers. A fanatic for detail, Enrico works closely with clients to ensure every CRM solution meets not only their technical requirements, but also their business goals. You can find out more about Enrico on Twitter, LinkedIn and on his website.