What SMTP Details Are Required from the Customer?
Summary: When a customer wants to use their own SMTP server for outbound emails, Support or Success must collect the following details from them or their IT team.
Required SMTP Details
| Field | Example | Description |
|---|---|---|
| Server | smtp.example.com |
The outgoing mail (SMTP) server address. |
| Port | 587 |
The port used for sending emails (commonly 25, 465, or 587). |
| Username | emailserver@example.gov.au |
The account name or login for SMTP authentication. |
| Password | *************** |
The password associated with the SMTP account. |
| Encryption | TLS |
The encryption type (usually TLS or SSL). |
| Sender Address | example@example.gov.au |
The “From” address used for outgoing emails. |
Note: Always request these details directly from the customer’s IT team. Do not assume or reuse credentials from another customer.
Standard Message Template for Requesting SMTP Details
Use this message when requesting SMTP information from the customer:
Subject: SMTP Configuration Details for Your Acorn Platform
Hi [Customer Name],
To configure your organisation’s email settings in Acorn, we’ll need the following SMTP details from your IT team or email service provider:
SMTP Server
Port
Username
Password
Encryption type (TLS/SSL)
Sender (From) Address
Once we receive these details, we’ll complete the setup on your behalf.
Kind regards,
[Your Name]
Acorn Support Team
Additional Notes
-
The customer’s SMTP credentials are entered by Customer Support once received.