Email Settings

How Outbound Email Works

When Heard executes an action plan that involves sending an email, it uses a 3-tier sender resolution system to determine who the email comes from:

Tier	Sender	When It’s Used
1. Send-as-User	The team member’s own Gmail address	User has connected Gmail with compose permission
2. Shared Mailbox	A team email address (e.g., support@yourco.com)	Default for teams, via SMTP
3. Pending Draft	No email sent. A draft is created for manual review	Fallback when no email is configured

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Configuration

Shared Team Mailbox

The most common setup. The AI sends emails from a team address:

1. Navigate to Settings → Email
2. Click Configure Shared Mailbox
3. Enter:

Field	Example
From address	support@yourcompany.com
Display name	”Acme Support”
SMTP server	smtp.gmail.com (or your email provider)
SMTP credentials	Username + password or OAuth

4. Click Send Test Email to verify
5. Click Save

Send-as-User (Gmail OAuth)

For a more personal touch, individual team members can allow Heard to send emails from their own Gmail address:

1. The user goes to Settings → Email → Personal
2. Clicks Connect Gmail
3. Grants the gmail.compose OAuth scope
4. The AI now sends from their personal address when executing their team’s action plans

The user can disconnect at any time. When disconnected, the system falls back to the team’s shared mailbox.

Pending Draft Mode

If neither option is configured, Heard creates a pending draft in the Dashboard. A human opens the draft, reviews it, and sends it manually from their own email client.

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Email Composition

The AI composes emails using:

• The team’s communication style, accounting for tone, voice, and custom phrases.
• The customer’s profile, incorporating name, company, and relationship context.
• The team’s playbook, referencing relevant policies and templates.
• PII is re-associated only at send time, meaning the AI reasons purely on anonymized data.