Why Is This Happening?
Emails being sent or received through a SendMessenger email address usually occur when:
The user doesn't have their personal email account connected to LeadSimple.
No shared email account has been set as the default sending address for the pipeline or process type you're using.
LeadSimple has a fallback email service called SendMessenger, which kicks in when no personal or shared email account is connected. It ensures that your emails are still delivered even if your account isn't properly set up.
How Does SendMessenger Work?
SendMessenger works by assigning a SendMessenger email address to each lead and also to you. When LeadSimple sends the email using SendMessenger, SendMessenger will forward the email on to the contact’s actual email address.
In LeadSimple, it will look like the email went to a sendmessenger.com email address. Be assured however that your contact did receive the email as SendMessenger forwarded it on. Replies will also be tracked in LeadSimple - but note that they will not appear in your email provider as it is not connected to LeadSimple.
How to Fix It
To prevent your emails from defaulting to the SendMessenger address, you'll need to do one of the following:
Connect Your Personal Email Account
Ensure your personal email is connected to LeadSimple. This will allow your emails to come directly from your own email address rather than the fallback SendMessenger service.Set a Default Shared Email Address
If you're using a shared pipeline or process, you can set a shared email account as the default sending address for that process. Make sure everyone involved has permission to send from the shared account.Remove CCs or Use a Connected Email
If the issue occurs with automated emails, check if they are set to always CC someone. Remove the CC from the email template, or connect your personal/shared email to handle the sending smoothly.
Why Should You Use a Connected Email?
We strongly recommend using a personal or shared email account over SendMessenger. Here’s why:
Better Email Syncing: Emails sent from a connected account will sync with LeadSimple, ensuring that your communication logs are seamless.
Professional Appearance: Your emails will come from your own address, reducing confusion for recipients and enhancing trust.
More Control: Connected emails support more features, such as CCs and replies, giving you greater control over your communication flow.
By connecting your email, you'll avoid the fallback SendMessenger service and ensure your communication looks polished and professional.
If you have any questions or run into issues while connecting your email, feel free to reach out to our support team. We're here to help!
Additional related article: Why are my emails duplicated in the lead record?