Sender information is what your recipients see in their inbox next to your subject line. It tells them who sent them the message and whether it is trustworthy or not. It’s essential to ensure your sender information is recognizable so your recipients trust the messages you send them.

The Emails collection in your account stores all of the send from addresses you can use in your account.

Each time you add a new user to your account, their email address will be added here automatically. You can add send from emails that are not tied to users, such as support@yourcustomdomain.com.

The only requirement to set up emails to send from is setting up a custom domain to send emails.

Table of contents

Set up your custom domain to send emails (Prerequisite)
Add send from addresses for your team
Add role send from addresses
Select your default send from address
Create user relationships for dynamic sender information

Set up your custom domain to send emails (Prerequisite)

Before adding "Send from" addresses, your account needs a custom domain configured for sending emails. This ensures your messages are authenticated, improving deliverability and keeping them out of spam folders.

Setting up your custom domain first also streamlines the process for your team—any user added with an email address from that domain is automatically approved to send emails, eliminating extra setup steps. Setting up your custom domain before adding new users saves time and creates a smooth experience.

• Follow these steps to set up your custom domain.

Add send from addresses for your team

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Adding send from addresses for your team allows employees to send emails using their own email addresses. This keeps their communication personal, professional and aligned with their role.

You don't need to follow any additional steps to set up your team's send from addresses because Ontraport does that for you. The email address set up for your users' send from is based on the email address used to create their user seat.

• If you create a new user with an email from your custom domain, then their email address will be added and approved as a send from address automatically.
• If you create a new user with a freemail address, the user's send from address will follow this format, [User's Email Prefix].[Business Name]@ontramail.com.

Learn more about creating users here.

Add role send from addresses

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Automated emails —like order confirmations, support responses and newsletters — should come from a recognizable and trusted sender.

Using role-based addresses like support@yourcustomdomain.com or info@yourcustomdomain.com makes your automated messages look professional and trustworthy. Your team can also use these email addresses to send one-off emails using a shared address while keeping a unified brand presence and identifiable sender information.

Whenever you add a new user to your account, and their email uses your account’s custom domain, their email address will automatically be added as a send from address. However, you can add role email addresses from the Emails collection.

1. Go to  → Administration → Email → Email from addresses.
2. Click New email from address.
3. In the dialog add your new address.
   • Type in the username in the first field, then select your custom domain from the dropdown.
4. Click Add email.

Select your default send from address

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When sending emails, you want a reliable default address to appear every time — without manually selecting it. By setting a default "send from" address, your team saves time and avoids mistakes. This address is automatically selected when composing a new email, ensuring consistency across your communications.

It also acts as a backup, so if a user signs up with a freemail address, your account will use the default as that user's reply-to address, preventing delivery issues.

In the Emails collection, you can set a specific send from address as your account’s default.
 

1. Go to the Emails collection.
   •  → Administration → Email → Email from addresses.
2. Select a send from address from the collection and click Make default from the top action bar.

Create user relationships for dynamic sender information

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Personalized communication is key to building strong customer relationships. You can make sender information dynamic by creating relationships between user and contact records—such as Sales Rep or Onboarding Specialist.

Users can select a relationship from the "Send from" dropdown when composing an email, automatically pulling in the correct sender based on who related to the contact's record. This ensures that emails always come from the right person.

For example, suppose you want to send a follow-up email to clients after an onboarding meeting. In that case, you can choose the “Onboarding specialist” relationship from the Send from dropdown, and each recipient will see their own rep’s information in their inbox when they receive their follow-up email.

By default, each contact and record in your account has an “Owner,” a relational field that designates a specific user as the owner of the record.

You can create custom relationships between users and contacts at any time.
 

• Follow these steps to create user relationships.