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PlaybooksSystemUser Guide

SMTP Relay Setup for Playbooks Emails

By June 25, 2019May 15th, 2020No Comments

SMTP Relay Setup for Playbooks Emails

How do I configure SMTP relay for Playbooks?

Playbooks helps sales reps reach out to their prospects in a consistent follow-up pattern. To do this it facilitates both making calls and sending emails within the application.

3 Different Ways to Email in Playbooks

  1. Authenticating through Gmail
  2. Authenticating with Office365
  3. Microsoft Exchange / Sending via SMTP through an SMTP service account user

This article covers the specifics of option 3: Microsoft Exchange/SMTP account setup both from an administrator’s and user’s perspective as well as some frequently asked questions.

Administrator Setup

In order to send email from Playbooks via SMTP the following information must be entered into the Playbooks Manager Application.

Configuring Playbooks for SMTP Relay

  1. Open the Playbooks Manager Application.
  2. Click the Settings tab.
  3. Click Email.
  4. Select Other SMTP Server from the Email Service Provider drop-down.
  5. Enter a valid port number.
  6. Enter your company’s SMTP server name.
    Skip to step 9 if login credentials are not required to access your SMTP server.
  7. Click the Use credentials to access SMTP server switch.
  8. Enter a valid username and password for the Service Account Credentials boxes.
  9. Click SAVE.


A port must be specified to connect to the email server. Playbooks supports both methods of secure connection (via Port/SSL or Protocol/TLS) but if the Port/SSL method is used then Port 465 must be used.

SMTP Server Name

Enter your own unique company SMTP servername (example:

Service Account Credentials

The service account credentials simply refer to a user whose credentials will be used to connect to the SMTP server and send on behalf of all other users on Playbooks.

These credentials need to have no expiration or very infrequent expiration set in order to not interrupt sending email on behalf of all other Playbooks users.

Note: This is not an Exchange EWS service account. This is simply an SMTP username and password. There are no Send on Behalf Of or Impersonation Rights required.

Agent Setup

Once a Playbooks admin has entered the service account credentials, port, and SMTP server name each individual Playbooks user will enter in the following information within the Playbooks extension’s settings.

To Adjust an Agent’s Display Name

  1. Open Playbooks.
  2. Click the menu button (XANT logo).
  3. Click Settings.
  4. Click Email.
  5. Under Account Details, update the DISPLAY NAME.
  6. Click SAVE.

Display Name

Here the user will decide on the name they would like to be displayed on all of their outgoing emails. For example, John Doe vs. J. Doe.

Note: All emails will be sent via the Service Account Credentials used in the Administrator Setup section above.

Frequently Asked Questions

Q: Does the service account require Exchange Impersonation Rights?
A: No, this is not done through Exchange EWS permissions. We simply need any SMTP user designated for the purpose of sending emails for all other Playbooks users.

Q: Will this affect deliverability?
A: No. Playbooks will be sending mail from your servers using your domain.

Q: Will this overwhelm our SMTP servers?
A: Playbooks is built for one to one emails and phone calls – not as a mass email tool. While it does streamline the calling and emailing process, it will still be a largely manual process for reps to send out each email, thus limiting server impact.

Q: Will users see emails sent from Playbooks in their Exchange “Sent Items” folder?
A: No. Emails sent from the Playbooks application will not be seen in another application’s “Sent Items” folder. (Customers integrated with Gmail or O365 will see the Playbooks sent emails in their “Sent Items” folder.)

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