Sending Emails

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Neptune lets you send emails from customer, lead, job, and message workflows while keeping the outgoing message with the relevant record.

This page covers the standard email composer. Proposals, contracts, and other documents may use a shorter send window, but the sender and reply behaviour is the same.

Before you start

  • Check that the customer or lead has a valid contact email address.
  • Check that the selected sender’s name and email address are correct in Neptune.
  • Create an email signature if you want to include one.
  • Create email templates for messages your team sends regularly.
  • Upload any reusable brochures or files before composing the email. See Files.

Open the email composer

You can start an email from several places:

  • Open a customer or lead and click Email.
  • Open the Emails tab on a customer or lead.
  • Open a job and click Email to keep the outgoing email with the job as well as the customer.
  • Open a conversation from Messages and click the reply button.

When you reply from a conversation, Neptune uses the existing thread and normally addresses the email to the latest incoming sender.

Compose and send an email

  1. Open the email composer.
  2. Choose the contact in To.
  3. Choose a template, or write the email without one.
  4. Enter the Subject.
  5. Write and format the email content.
  6. Open Additional fields if you need to change the sender, add CC recipients, send a copy to the sender, or attach files.
  7. Click Preview email.
  8. Check the recipient, subject, content, attachments, design style, and sender signature.
  9. Click Send email.

After sending, Neptune adds the outgoing email to the record’s email conversation and updates its delivery status.

Use the additional fields

Open Additional fields in the composer to use these options:

  • CC: Enter additional recipients separated by commas.
  • From: Use your organisation’s shared sender, or choose your own address when it is available.
  • BCC myself: Send a hidden copy to the selected sender’s inbox.
  • Attachments: Add available customer uploads, documents, or brochures.
  • SMS backup: If available, send a short follow-up SMS asking the recipient to check their inbox or junk folder. See Email SMS backup.

Select the information icon beside From to preview the address Neptune will use.

Choose the email design and signature

The preview step lets you check the final email before sending.

  • Plain uses a simple email layout.
  • Branded uses your organisation’s logo and styling. It is available when an organisation logo has been uploaded.
  • Sender signature adds the selected sender’s saved signature.

A template can set the default design and signature choice. You can change those choices for an individual email during preview.

Understand the sending address

Neptune chooses the sending address from the selected sender’s available setup.

Connected Gmail

If Gmail sending is available for your organisation, you can connect it from your profile. Neptune sends through the connected Gmail mailbox only when you are also the selected sender.

If another team member is selected as the sender, Neptune uses that person’s available sending setup instead of your Gmail connection.

Verified organisation domain

When your organisation’s domain is verified and the selected sender uses an email address on that domain, Neptune can send from the sender’s normal work address.

Admins can manage this from Admin -> Email settings:

  1. Enter the organisation’s domain without www or https://.
  2. Click Get DNS Records. If prompted, register the domain first.
  3. Add the displayed DKIM and Return-Path records with your DNS provider.
  4. Return to Neptune and click Verify.

DNS changes can take time to become available. Both records must show as verified.

Use a shared default sender

An administrator can make a shared address, such as sales@yourcompany.com, the default sender for the organisation. The address must use your verified organisation domain.

To configure it:

  1. Open Admin -> Email settings.
  2. Complete the domain verification steps above if the domain is not already verified.
  3. Under Default sender, enter the shared email address.
  4. Enter an optional display name, such as your business or sales team name.
  5. Click Save default sender.

The shared address is then selected automatically for customer emails and automated sequence emails. When composing an individual email, a user can open Additional fields and choose their own address instead when either:

  • their Neptune email address uses the verified organisation domain; or
  • their connected Gmail mailbox is available.

If the administrator leaves the shared display name blank, Neptune uses the user’s display name. Replies are recorded in Neptune and are also delivered to the shared inbox.

The shared sender becomes inactive if domain verification is lost. Neptune returns to the available user sending setup until verification is restored. Administrators can also select Remove default sender to return the organisation to its previous sender behaviour.

Neptune sending address

If Gmail sending and a verified organisation domain are not available for the selected sender, Neptune uses a managed Neptune address. The selected sender’s name is still shown as the display name, and replies are directed to the sender’s normal inbox as well as Neptune.

Domain verification affects the address used to send the email. It does not connect or synchronise your mailbox, and it does not remove the Neptune reply address. See Receiving Email Replies.

Check delivery status

Open the record’s Emails tab or the conversation in Messages after sending.

Outgoing emails can show statuses such as:

  • sent
  • delivered
  • failed
  • bounced
  • spam complaint

If more information is available, hover over the status. For a failed or bounced email, check the contact’s address before trying again.

Common questions

Why is the email not being sent from my connected Gmail account?

The connected Gmail mailbox is used only when its owner is the selected sender. Open Additional fields and check From.

Why is the email being sent from a Neptune address?

The selected sender may not have a connected Gmail mailbox, or the organisation’s domain may not be verified for that sender’s email address. Select the information icon beside From to check the sending address before sending.

Why can I not choose my personal address?

When a shared default sender is active, your personal address is available only if it uses the verified organisation domain or you have connected Gmail. Check your Neptune profile email address or Gmail connection, or continue with the shared sender.

Why can I not select the Branded design?

Your organisation needs a logo before the Branded design is available.

Why can I not select a recipient?

Open the customer or lead and check that the contact has a valid email address.

Why did the email fail or bounce?

The address may be incorrect, the recipient’s email provider may have rejected the message, or the message may have been blocked. Check the status details and confirm the contact address.