Playbooks helps sales reps reach out to their prospects in a consistent follow-up
pattern. To do this it facilitates both making calls and sending emails within the
Playbooks support three ways to of sending email:

  1. Authenticating through Gmail
  2. Authenticating with Office365
  3. Microsoft Exchange / Sending via SMTP through an SMTP service account user

This article covers the specifics of option 3: Microsoft Exchange/SMTP account setup both from an administrator’s and user’s perspective as well as some frequently asked

Admin Setup

In order to send email from Playbooks via SMTP the following information must be entered into the Playbooks Manager > Settings > Email.

  1. SMTP Service Account Credentials (username and password)
  2. A valid Port
  3. Your company’s SMTP server name

Service Account Credentials

The service account credentials simply refer to a user whose credentials will be
used to connect to the SMTP server and send on behalf of all other users on
These credentials need to have no expiration or very infrequenet expiration set in
order to not interrupt sending email on behalf of all other Playbooks users.
NOTE: this is not an Exchange EWS service account. This is simply an SMTP
username and password. There are no Send on Behalf Of or Impersonation Rights


A port must be specified to connect to the email server. Playbooks supports both
methods of secure connection (via Port/SSL or Protocol/TLS) but if the Port/SSL
method is used then Port 465 must be used.

SMTP Server Name

Enter your own unique company SMTP servername (example:

User Setup

Once a Playbooks admin has entered the service account credentials, port, and
SMTP server name each individual Playbooks user will enter in the following
information within the Playbooks extension’s settings:

  1. Email Address
  2. Display Name

Email Address

Here a user will specify their email address which will be used to both construct
their emails and determine the return address for email replies.

Display Name

Here the user will decide on the name they would like to be displayed on all of
their outgoing emails. Ex: John Doe vs. J. Doe.

Frequently Asked Questions

Q: Does the service account require Exchange Impersonation Rights?
A: No, this is not done through Exchange EWS permissions. We simply need any
SMTP user designated for the purpose of sending emails for all other Playbooks

Q: Will this affect deliverability?
A: No. Playbooks will be sending mail from your servers using your domain.

Q: Will this overwhelm our SMTP servers?
A: Playbooks is built for one to one emails and phone calls - not as a mass email
tool. While it does streamline the calling and emailing process, it will still be a
largely manual process for reps to send out each email, thus limiting server

Q: Will users see emails sent from Playbooks in their Exchange "Sent Items" folder?
A: No. Emails sent from the Playbooks application will not be seen in another application's "Sent Items" folder. (Customers integrated with Gmail or O365 will see the Playbooks sent emails in their "Sent Items" folder.)

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