◼️Email Gateways Guide

Smartico is communicating with Mail providers to deliver offline communication to the end users. You can choose which Email providers to use and configure it in Smartico BO. The email gateways can be configured from the Label tab -> Mail Gateways section. If the provider is not on the list you can request it by contacting your Customer Success Manager.

How to create an email gateway in Smartico BO:

1. Go to Label -> Gateways -> Mail

2. Click on the ‘Create’ button

3. Select the desired mail provider

4. Click Next

Creation Wizard

1. Conditions screen - here, you can add the name of the mail gateway and the conditions to target users in case ‘Automatic selection’ is set in the ‘Email’ activity. The default one is Brand, but you can add more user properties by requesting them from your Customer Success Manager. You can also choose whether this gateway will be used as a default one or not. If 'Set as default gateway' is enabled, this gateway will be automatically preselected whenever you add an Email activity to a campaign flow.

Please note: you can have only one default gateway per channel type (e.g., only one default Email gateway at a time).

For detailed instructions on configuring multi-brand environments and brand-specific communication routing, see the Multi-brands support guide.

1. Authentication & Configuration screen - Each email provider requires specific authentication configurations. On this screen, you’ll find the ‘Callback URL,’ which you need to enter in the email provider’s BO. ‘Additional Parameters’ relate to your integration type; they are optional but may be necessary depending on the integration. Other settings vary based on the email provider and may include settings like API Key, API Endpoint URL, Username, Password, etc.

Callback URL setup is required for analytics: Entering the Callback URL in your email provider's webhook or event notification settings enables Smartico to receive real-time updates for email deliveries, opens, link clicks, hard/soft bounces, spam complaints, and unsubscribes. Without this webhook configured, campaign delivery reports will show incomplete statistics and failure reasons will be unavailable.

One-Click Unsubscribe Headers (RFC 8058)

For major email providers (such as Amazon SES, SendGrid, Mailgun, and UniOne), the Authentication & Configuration screen includes optional fields for List-Unsubscribe and List-Unsubscribe-Post. Configuring these fields enables native one-click unsubscribe links in mailbox headers (required by Gmail and Yahoo sender guidelines), allowing recipients to unsubscribe directly from the email client interface.

1. Options for From & Reply to - On this screen, you can choose the name and email for the ‘FROM’ and ‘Reply To’ fields for both marketing and operational campaigns.

If you edit an existing name or email, the system will automatically update campaign settings, as long as the new options are not fewer than the previous ones. You can't remove options that have already been created as they may already be used in campaigns.

1. If you edit or add a new "From" or "Reply" option to an existing gateway, when you click ‘Next’ you'll see a confirmation screen summarizing the changes. You can review them and proceed with saving the setup.

Frequently Asked Questions

Q: How do I change the sender name or sender email address used in an existing campaign?

A: Sender names and email addresses are managed at the gateway level under Label -> Gateways -> Mail. Open your email gateway configuration and go to Options for From & Reply. You can add new sender options or modify existing ones. When you update an existing sender name or address, Smartico automatically propagates the changes to all active campaign configurations using that option.

Q: Why do emails fail with an "Email provider not configured" error when using Automatic Selection?

A: This occurs when a campaign email activity is set to Automatic Selection, but the targeted player belongs to a brand or segment that does not match any active gateway conditions, and no Default Gateway is configured. To prevent this, ensure that Set as default gateway is enabled on your primary gateway to act as a fallback for all unmatched players.

Q: How can I check why an email failed to deliver or bounced?

A: Email failure reasons (such as invalid recipient, mailbox full, spam rejection, or provider block) are captured automatically if the gateway's Callback URL is configured in your provider's portal. You can view these details in Campaign Analytics and User Communications history. If granular failure reasons are missing, verify that your email provider is successfully sending webhook events to Smartico's Callback URL.

Deleting an Email Gateway & Migration

When deleting an existing email gateway, Smartico requires migrating any active or scheduled campaigns that currently reference it to prevent delivery disruptions. When you click Delete, a confirmation dialog offers two migration paths:

• Migrate to auto-selection: All campaigns currently assigned to this gateway will switch to Automatic Selection, resolving the provider dynamically based on brand and user properties.

• Migrate to another provider: Reassigns campaigns to a specific alternative email gateway, allowing you to select replacement 'From' and 'Reply-To' options.