Settings and activity
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Hi everyone, we understand how frustrating it is when important emails like invoices are filtered or blocked, and how this affects customer trust and timeliness of engagement with your transactional communications. Thank you for continuing to share examples and highlighting the impact this has on your business.
We’ve made meaningful progress towards enabling email sending from your own domain. While progress is taking longer than we’d like, we can confirm that substantial backend work is underway. This work spans multiple interdependent teams across Xero, and there are still important steps we need to work through before we can release the capability to customers reliably.
As we continue to develop this capability, there are a few questions that would help our product teams ensure we’re solving the majority of our users’ needs in this space, with a reliable and secure solution.
We’d really appreciate your input on the following questions, either…
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Niel Thiart
supported this idea
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An error occurred while saving the comment Niel Thiart
commented
My suggested solution to this:
Allow users to optionally enter SMTP server details, so that Xero then sends email via the user's SMTP server. This would allow users to use their existing SPF/DKIM configuration and take ownership of deliverability and the return path.
The only settings required would be: host, port, username, password, encryption method.
The user could set up SMTP using their preferred service, e.g:
https://www.mailgun.com/products/send/smtp/
https://docs.aws.amazon.com/ses/latest/dg/smtp-connect.html
https://postmarkapp.com/smtp-service
https://mailchimp.com/developer/transactional/docs/smtp-integration/
https://support.microsoft.com/en-gb/office/pop-imap-and-smtp-settings-8361e398-8af4-4e97-b147-6c6c4ac95353
https://apps.google.com/supportwidget/articlehome?hl=en&article_url=https%3A%2F%2Fsupport.google.com%2Fa%2Fanswer%2F2956491%3Fhl%3Den&assistant_id=generic-unu&product_context=2956491&product_name=UnuFlow&trigger_context=aAn error occurred while saving the comment Niel Thiart
commented
The majority of our invoices sent from Xero land in clients' spam folders.
Asking clients to mark @xero.com as a safe sender is not a solution.
Please allow Xero users to specify SMTP details for outgoing mail.
The decision not to implement own-domain sending is user hostile.
Xero's users have no control over the deliverability of their outgoing invoices and statements. Xero's outgoing mail ends up in customers' spam boxes.
I think Xero's product team underestimates the importance of email delivery when it comes to invoices.
This is not a problem unique to Xero, this happens with any SaaS that sends email on behalf of users, which is why there is almost always the option to use your own domain.
Here are a few examples:
* Delighted: https://delighted.com/email#:~:text=12.-,Use%20your%20own%20domain,-Send%20from%20your
* Intercom: https://www.intercom.com/help/en/articles/182-sending-email-from-your-own-address
* Zoho Books: https://www.zoho.com/za/books/help/settings/emails.html
* Zendesk: https://support.zendesk.com/hc/en-us/articles/4408832543770-Allowing-Zendesk-to-send-email-on-behalf-of-your-email-domain
* Quickbooks: https://www.hostdocket.com/set-up-email-service-in-quickbooks/
* Hubspot: https://knowledge.hubspot.com/domains-and-urls/connect-your-email-sending-domain
Please reconsider.