Email settings
Last Update: Oct 2024 • Est. Read Time: 3 MINYou can go to the Settings tab to apply global settings for all emails, specify how emails are threaded, review your existing spam rate, or change your inbound spam threshold.
Global email settings
- Disable Email Preview
Turn on to hide the View Full Email option. Users will not be able to open the email in a separate window. - Filter Email Content in Preview
Turn on to hide unsafe content from emails, such as images. - Block outbound file extensions (beta access)
Turn on to block agents from attaching the selected files to an email. You can block the following file extensions:File type aac gz mpeg rar wma amr m4a mpg rm wmv avi m4v ogg swf xls doc mkv opus tar xlsx docx mov pdf vob zip flac mp3 ppt wav 7z flv mp4 pptx webm
You can choose how your organization threads replies and the email conversation history style that best suits your business's needs.
By default, replies to emails only include the contents of that reply. However, you can also include the history of the previous conversation in your replies if you prefer.
Note: This setting only applies to email addresses for custom or Kustomer domains. If you have a connected Gmail address, you can specify threading for it in Gmail settings.
The following options are available in the Add threading to email section:
- Single message replies will send only the current reply when responding to an email.
- This may be useful if your customers usually contact you multiple times in succession, but tend to have different and unrelated questions each time they reply.
- Or, if you exchange many messages with users while resolving their concerns, and the full history is not important to newer messages.
- Include history in replies will include all previous emails in the current conversation thread.
- For example, a customer would see their earlier message and remember their initial question about when a package would arrive, avoiding confusion when you send the tracking link.
- This also might be useful in troubleshooting contexts where your team has to work back and forth to collect information from a customer.
Your spam rate is an indicator of how frequently recipients are marking your emails as spam. To avoid issues with your outgoing emails, your spam rate should be less than 0.10%, or 10 complaints for every 10,000 sent emails.
Note: This setting only applies to email addresses for custom or Kustomer domains.
The following colors will indicate your current rate.
Spam rate | Color |
Greater than 0.1% | Red |
Below 0.1% | Green |
Equal to 0.1% | Yellow |
If you notice that your spam rate is getting higher, please see this Postmark article for suggestions on how to improve your rate.
To control spam, Postmark scans inbound emails and gives each one a score that determines how likely that email is spam. If you set a spam threshold, Postmark will block all emails that have a score that is lower than the threshold. The lower the threshold, the more restrictive it is and fewer emails that are suspected to be spam will reach your inbox. For example, if you set your threshold to 5, only emails with a spam score of 1-4 will go through. The spam threshold can be set anywhere from 1-30.
We recommend you set your threshold to 5 and adjust it, as needed. You can view all emails marked as spam by going to your Spam search. If you notice that many spam emails are reaching your inbox, you may want to increase the threshold.
Notes:
- You can turn this setting off using the toggle. Once off, all inbound emails will be allowed to go through, regardless of its spam score.
- This setting only applies to email addresses for custom or Kustomer domains.
For more information see this Postmark article.