Send emails with your business email (Microsoft)

If your business uses Microsoft 365, OnboardMe can send client emails from your own domain instead of OnboardMe's default address. You can set up two sending addresses: a General email for everything, and an optional Billing email for bills and payments.

Why it helps

• Clients see emails from your own address, so they trust and open them.

• Billing emails can come from a separate address, such as [email protected], so payment questions reach your accounts team.

• Client replies can go straight to the staff member who sent the request, instead of a shared inbox.

To set this up, an Azure admin first creates an app registration in Microsoft, then you add the details in OnboardMe.

Create an Azure App Registration for OnboardMe

1. Create a new app at Register an application.

2. Give the app a name you will recognise, such as OnboardMe email sending.

3. Select Accounts in this organizational directory only and click Register.

4. Once created, open Certificates & secrets and click + New client secret.

5. Give the secret a description and set an expiry. We suggest 730 days (24 months). When the secret expires, emails can no longer be sent from your domain, so note the date.

6. Copy the secret's Value and keep it somewhere safe. You will add it to OnboardMe later, and Microsoft only shows it once.

Give the app permission to send emails

1. Open API permissions and click Add a permission.

2. Select Microsoft Graph, then Application permissions.

3. Search for Mail.Send, tick it and click Add permissions.

4. Repeat for User.Read.All.

5. Click Grant admin consent for XXXX, where XXXX is your business name.

6. Go back to the app's Overview page and note the Directory (tenant) ID and Application (client) ID.

Add your general email in OnboardMe

The general email sends every email from OnboardMe, unless you also add a billing email.

1. Go to Settings > Business, open the Email & SSO Settings tab and select Custom emails.

2. Set Enable Custom Email Domain to Yes. The setup window opens.

3. On Basic Info, choose Microsoft 365 as the Provider and fill in:

4. Click Next. On Application Config, enter the Tenant ID, Client ID and Client Secret from your app registration. For the secret, paste the Value, not the Secret ID.

5. Click Next, check the Review step and click Create (or Update if you are editing).

6. Click Test Email on the General email card, enter an email address and click Send Test Email. Check the inbox, and the spam folder, for the test email.

Send billing emails from a separate address

You can send billing emails from a second address, such as [email protected], while everything else keeps using your general email.

The billing email is used for:

• bills and payment requests

• payment reminders and receipts

• payment plans

• statements

• debtor reminders

All other emails, including proposals, onboardings, eForms, ID checks and staff notifications, use the general email. If you don't add a billing email, billing emails are sent from the general email.

To add one:

1. In Email & SSO Settings, find the Billing email card under your general email.

2. Click Copy general email. This reuses the same Microsoft 365 app registration (tenant, client ID and secret), so you only need to change the addresses. You can also click Add billing email to enter everything from scratch.

3. Change the From Email, From Name and Reply-To Email for billing.

4. Save, then click Test Email on the Billing email card.

Important: Your app registration must be allowed to send from the billing address. If your IT team limits which mailboxes the app can use, ask them to add the billing mailbox.

Once both are set up, you'll see a card for each:

Where client replies go

When a client clicks Reply, their email goes to one address. Which one depends on the email and your settings.

Note: This is different from the notification OnboardMe sends your team when a client completes a request. That is set with Reroute Incoming Emails. See Who receives incoming notification emails.

General email: choose who gets replies

On the general email, Client replies go to has two options:

To change it, click Edit on the General email card, change Client replies go to and save. The card shows the current choice under Client replies go to.

Tip: Choose Person who sent the request if clients often reply with questions about their own job. The reply lands with the person who knows the work, instead of a shared inbox.

Billing email: always the Reply-To email

Billing emails don't come from one staff member, so replies always go to the billing email's Reply-To Email. There is no requester option on the billing email.

Not using your own mailbox

If you haven't set up a custom email domain, OnboardMe sends from its default address. In that case:

• request emails (proposals, onboardings, eForms, ID checks and ethical letters) always reply to the person who sent the request

• billing emails reply to the Billing Email on the Business Details tab, or your business email if that's empty

Note: If a staff member is made inactive, replies to their earlier requests go to your Reply-To email (or business email), so nothing goes to an unused inbox.