Connect your email

Each person on your team connects their own mailbox. The emails you write in ControlLaunchPad go out from it, as you, and a copy stays in your Sent folder. Campaign and automation emails to the leads assigned to you go out from it too. Emails with your leads, whether you wrote them here or in Gmail or Outlook, show up on the lead's timeline and in the Inbox.

Email works on every plan. Nurture campaigns are on Pro and up. There are no extra fees for email.

Connect

1. 11. Open My account, under Settings, and find Email.
2. 22.

   Pick how you sign in:

   • Outlook or Microsoft 365 for Outlook.com, Hotmail and Microsoft 365.
   • Gmail or Google Workspace for Gmail and Gmail for your business.
   • Other email for Zoho, GoDaddy, Titan, Namecheap, Hostinger, Yahoo, iCloud or any other host.
3. 33. When it's connected, the card shows your address, Connected and when it was Last checked.

You connect one mailbox in each workspace you belong to.

Outlook.com and Microsoft 365

1. 11. Press Outlook or Microsoft 365.
2. 22. Sign in with your Microsoft account and accept the permissions: sending mail as you, and reading your mail so we can find emails with your leads.
3. 33. You come back to My account, connected.

You sign in with Microsoft, so we never see your Microsoft password.

On a work or school account, your organization's admin may have to approve ControlLaunchPad first. If Microsoft says you need an admin's approval, send them this article, and connect again once they've approved it. If it says Not available yet, Microsoft sign-in isn't switched on in ControlLaunchPad yet: press Help and ask us.

Gmail and Google Workspace: make an app password

Google doesn't let other apps sign in with your normal Gmail password, so you make an app password: a 16-character password just for ControlLaunchPad. It takes about 3 minutes.

Required first: 2-Step Verification must be on. Google only lets you create an app password after 2-Step Verification is turned on for your Google account. Until then, the App passwords page says "The setting you are looking for is not available for your account".

1. 11. Turn on 2-Step Verification for your Google account (required): open 2-Step Verification (opens in a new tab), select Turn on and add your phone. Already on? Go to step 2.
2. 22. Open App passwords (opens in a new tab). Sign in again if Google asks.
3. 33. Type a name you'll recognize, like ControlLaunchPad, and create the password.
4. 44. Copy the 16-character password Google shows you. Google won't show it again, but you can always make a new one.
5. 55. Back in ControlLaunchPad, under Gmail or Google Workspace, enter your email address and paste the app password.
6. 66. Press Test connection, then Connect Google.

Can't find App passwords?

• It only appears once 2-Step Verification is on (step 1). If Google says "The setting you are looking for is not available for your account", 2-Step Verification isn't on yet.
• It also doesn't appear when 2-Step Verification uses security keys only: add another second step, like Google prompts or an authenticator app.
• Accounts with Google's Advanced Protection can't make app passwords.
• On Google Workspace, your admin may have turned app passwords off. Ask them to allow them for your account.

Other email, like your own domain

1. 11. Under Other email, pick your provider. Its server settings fill in for you. For cPanel or other web hosting, the servers are usually mail. and your domain, like mail.yourbrokerage.com, filled in from your address. If your provider isn't listed, pick the last choice and type in your servers.
2. 22. Enter your email address and its password. Yahoo and iCloud need an app password, like Gmail; the form links to the page where you make one.
3. 33. If your host uses a different sign-in name or different servers, change them. Sending (SMTP) usually uses port 465 or 587, and receiving (IMAP) port 993.
4. 44. Press Test connection. It tries sending and receiving one after the other, without sending an email, and says in plain words what went wrong, like a wrong password or a server name that doesn't exist.
5. 55. Press Connect email.

Microsoft 365 on your own domain (its servers are outlook.office365.com and smtp.office365.com) connects with Outlook or Microsoft 365 instead: Microsoft no longer takes passwords from apps.

Your host's help pages list its email server settings: look for "IMAP" and "SMTP". For your security, we only connect to public mail servers, over an encrypted connection.

Safe sending limits

Every email provider limits how many emails an account can send in a day, and going over can get an account suspended. So each mailbox has a daily safety limit, set below its provider's:

• Gmail: 300 a day. Google Workspace: 1,500.
• Outlook.com: 250. Microsoft 365: 1,500.
• Other email: set from the provider, usually 300. If your host allows more, you can raise it, up to 2,000 for your own domain.

The limit counts every email sent through ControlLaunchPad in the last 24 hours, and the Email card shows how many you've sent. You can lower it at any time. Campaign and automation emails use at most 80% of it (240 of 300), so your own emails always have room.

Nothing is dropped over the limit. An email you send waits and goes out as soon as the mailbox is back under it: a note tells you the time it will go, and it waits in the conversation like a scheduled message, where you can change or cancel it. If your provider itself says you've reached its limit, emails wait and try again later. Retrying a failed email or replying to a client request can't wait: over the limit, you're told when you can send it again.

Campaign and automation emails

Campaign and automation emails to a lead go out from the mailbox of the lead's owner. When a lead has no owner, or their owner is no longer on the team, they go from whoever added the lead to the campaign or set up the campaign or automation, and otherwise from the workspace's owner.

• They're spaced out: at least 30 seconds apart from the same mailbox and at most 30 an hour, inside the sending hours in each lead's time zone.
• Every one ends with an unsubscribe link. One-click unsubscribe buttons in email apps work too.
• Leads who unsubscribed, opted out or are on your do-not-contact list are skipped.
• Campaign and automation pages say who hasn't connected email yet.

When the lead's agent hasn't connected email

The email waits. It isn't sent from anyone else's mailbox, and it isn't lost.

• The lead's place in the campaign or automation says "Waiting for Jane to connect email", with the day it will be skipped.
• They get a reminder like "Connect your email to keep 3 campaign emails sending" in the bell and on their phone, and by email at most once a day, depending on their alert settings. For leads with no owner, owners and admins get it.
• As soon as they connect, everything waiting goes out, inside sending hours and spaced out as above.
• After 7 days of waiting, that email is skipped, a note on the lead's timeline says so, and the lead moves on to the next step.

What we sync

About every 2 minutes, we check your mailbox's inbox and sent folder for new mail. Press Check now on the Email card to check right away.

• We keep only emails to or from your leads (the leads you can see in this workspace), and replies in an email conversation with one of them, including from people the lead or you copy or forward it to (kept for you to check; they don't count as the lead replying). For everything else we read only who it's from and to, the subject and the date (and delivery-failure notices, to see whether they're about an email sent from ControlLaunchPad), then leave it where it is. Nothing from before you connected is brought in.
• A lead's reply arrives like any reply: the conversation is marked unread, campaigns set to stop on a reply stop, and automations that start on a reply run. You get a bell and phone alert, never an email.
• Emails you send a lead straight from Gmail or Outlook appear in their thread too, marked from your mailbox.
• Automatic replies, like out-of-office, are shown in the thread as Automatic reply and don't count as the lead replying.
• If an email bounces, it's marked as failed with the reason.
• Attachments are listed with their names and sizes: open them in your mailbox. Files aren't copied into ControlLaunchPad, and emails sent from here can't carry attachments yet.
• Emails only between you and teammates, mailing lists and emails with sample leads aren't kept.
• We never move, delete or mark anything in your mailbox. The only thing added to it is the copy of each email you send from here, in your Sent folder.

Client requests and bookings

When you reply to a client request by email, the reply goes out from your own mailbox if you've connected one, and the client's answer comes back to the request. If you haven't, it goes from your workspace's address for client requests on Channels.

Request numbers, rating requests, and booking confirmations and reminders don't use anyone's mailbox: they go from your workspace's address on Channels, and booking emails go from ControlLaunchPad on your behalf until that's connected.

Without a connected mailbox

• To email a lead, connect your email first. Until then, the email box says Connect your email to send, with a link to My account.
• Sample leads are the exception: emails to them are saved as practice, so you can try things out.
• Texts don't need a mailbox: see Link your phone account and workspace email.

Needs attention

If your password changes, an app password is deleted or Microsoft access is removed, the Email card says Needs attention with what went wrong, and you get one alert. Sending and syncing pause until you fix it: press Reconnect and sign in again. Anything that waited goes out once you're reconnected.

Disconnect

Press Disconnect on the Email card. We delete your password or Microsoft sign-in straight away. Emails already on your leads' timelines stay there.

• For Microsoft, also remove our access in your account: account.microsoft.com → Privacy → Apps and services (personal accounts), or myapps.microsoft.com (work accounts).
• For Gmail, you can delete the app password on Google's App passwords (opens in a new tab) page.

Owners and admins can see on Team who has connected email, and disconnect a teammate's mailbox, for example when someone leaves. Deactivating a teammate disconnects theirs.