Channels
Email Channel
The complete view of the email channel: how a communication becomes an email in the employee's inbox, what you configure (from sender to domain), how you measure the result and what to do when the message doesn't arrive. It's the most complete channel on the platform — it's where the editor with header/body/footer, attachments, direct mail and the link that feeds WhatsApp and Teams cards lives.
Concepts and terms
| Term (as it appears on screen) | What does it mean |
|---|---|
| Sender | The name and "From" address that the recipient sees in their inbox. It lives in Settings → Email. |
| Subject | Mandatory when the email channel is active; accepts employee variables (e.g. name). |
| Header / Body / Footer | The three sections of the email in the editor — header and footer can be turned on/off per announcement. |
| Direct mail | Customization from your own CSV, with `[[_Nome da coluna_]]` markers (specific permission). |
| Attachments | Files attached to the email (specific permission), with progress bar totaling 5 MB. |
| Preview / Forward Preview | See the email as the recipient will see it and send a real test email to platform users. |
| follow-up | Resend scheduled for those who did not open the communication. |
How it works
- 1.You assemble the email in the editor — from scratch, from a template or from a ready-made section; defines width (400 to 800 px) and colors in the email settings.
- 2.Choose sender and subject in sending settings — the sender comes from the account's list of active senders (and from your team, when there are teams).
- 3.Send, schedule or request approval — and you can schedule a follow-up for those who don't open.
- 4.Track the result in the details of the announcement: each person's stage (Sent / Received / Viewed), the Send Failed and Not Sent cards (each with a CSV listing person and reason) and the viewing, clicks and reactions metrics.
How to configure
Manage senders
- 1.Settings → Email: the list includes Name, Email and the Activate/Deactivate button, with search and filters (General/Active/Inactive, with counters).
- 2.Deactivate opens confirmation showing how many teams the sender is in use on — when deactivated, he is removed from these teams (to return, reactivate and link back to the team).
- 3.To add, change or delete a sender (or set up a new domain), open a support ticket — see the domain section below.
Complements: in Access Management, each team defines which senders they can use; the default appearance of the editor (palette, social networks, footer) is in Settings → Editor.
Configure the domain (DNS and authentication)
For emails to go out in the name of your company's domain (e.g.: `comunicacao@suaempresa.com.br`) with good delivery, the domain needs to authorize this sending — this is email authentication, carried out by records in the domain's DNS (such as SPF and DKIM). Without it, providers tend to reject the message or send it to spam.
How it works in practice:
- 1.You open a ticket in support asking for the new sender/domain.
- 2.Support generates the necessary DNS records and sends the document to your company's IT to apply to the domain provider.
- 3.With the records applied, the domain is verified and the sender is released on the platform.
Two variations that change the process: accounts that send via the company's own email server (SMTP or Office 365) have their own configuration, also assisted by support; and authentication protects the domain's reputation — the same reason bounce unblocks are gradual (see Deliverability).
When the email does not arrive
The channel records each case with the reason — bounce (permanent or temporary return), spam marking, bounce blocking (the person will be skipped in future sends until support unblocks it) and attempted failures. The Force Resubmit button only reprocesses temporary failures. The complete diagnostic guide is at Email Deliverability.
Limits and rules
| Rule | Value |
|---|---|
| Subject | Mandatory with the active channel; accepts variables |
| Email Width | 400 to 800 px |
| Attachments | Up to 5 MB per announcement, with specific permission |
| Direct mail | Email channel, with specific permission; CSV imported upon submission |
| Sender creation | Only via support (screen activates/deactivates existing ones) |
| Domain authentication (SPF/DKIM) | Records generated by support and applied by the customer's IT in DNS |
What tends to confuse
- Activate/deactivate sender ≠ create sender — include, change or delete is supported.
- Forcing resubmission does not solve everything: definitive bounce, bounce blocking, spam marking and lack of license are not reprocessed.
- Email is the "base" of other channels: WhatsApp and Teams cards can point to the linked email announcement — so even in a multichannel send, the full content usually lives in the email.
Related Features
- Create (editor) — email assembly, variables, preview and sending settings
- Email deliverability — bounce, spam, blocks and whatnot via support
- Communicados — result metrics per send
- Access Management — teams define which senders each team uses