Stax.ai CX sends email on your behalf — replies, client reminders, and automated messages. Connecting your email makes sure those messages come from your own address, which keeps client communication professional and easy to trust. This article covers the three sending methods (Microsoft, Google Workspace, and SMTP) and the admin settings that control who sends automated email.
Important: If your email is not connected, or becomes disconnected, all outgoing messages send from [email protected] instead. To avoid confusing your clients, keep your email connected at all times.
When to use each method
Microsoft or Google Workspace — the standard choice. Each user connects their own mailbox, and their messages send from their own address. Full setup steps are in Connecting Your Email (Microsoft / Outlook) and Connecting Your Email (Google).
SMTP — an admin-level option that sends all platform email through one configured address. Use this when your organization prefers a shared sending address or cannot use OAuth connections. (SMTP is a standard protocol email providers use for sending mail.)
Connect Microsoft or Google Workspace (per user)
Each user connects their own email through the Inbox page:
Click Inbox in the left navigation.
Click Connect Email (or use the provider tiles on the connect screen).
Select Microsoft or Google Workspace.
Sign in with your work credentials and grant the requested permissions.
Wait for the connection to confirm. Your inbox is now connected, and outgoing emails send from your own address.
Note: Google Workspace can require extra setup on the Google side. If the connection fails, contact our support team.
Configure SMTP (admin only)
Unlike Microsoft and Google, SMTP is set up once by an admin and applies to all users:
Log in as an admin and open the Admin section of the platform.
Open the Integrations tab.
Click the SMTP integration tile.
Enter the SMTP credentials from your email provider:
SMTP server address
Port number
Username and password
Encryption type (SSL/TLS)
Save the configuration. SMTP is now enabled for all users, and outgoing messages send from the address you configured.
Advanced email settings explained
You can find these under the Reminder and Follow Ups Settings page of the CX Administration panel.
Default Email Sender Role — used whenever a message is sent by the system rather than a person, and no user is assigned to the client. Setting this role keeps automated emails consistent and professional.
Fallback Email — used with SMTP. If a user cannot send via SMTP, or an automated email has no default role assigned, CX sends from this address instead.
Troubleshooting
Clients received email from [email protected]. A user's mailbox was disconnected when the message sent. Reconnect the mailbox (Inbox → Reconnect) to resume sending from the right address.
A user's messages send from the wrong address. Check which mailbox they connected in Inbox. Disconnect it in Settings and reconnect the correct account.
SMTP sends are failing. Re-check the server address, port, credentials, and encryption type with your email provider, then save again. Confirm a Fallback Email is set so automated messages still deliver.
Related articles
Inbox Overview
Connecting Your Email (Google)
Connecting Your Email (Microsoft / Outlook)