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What is Proxy Email?

Proxy Email is a feature that allows you to send and receive emails on behalf of your accounts or clients within the Acelab platform. Instead of using your personal email address, you can use a proxy email address associated with an account, which helps keep communications organized and ensures continuity when team members change.

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Key Benefits

  • Professional Communication — Send emails on behalf of your client accounts
  • Account Continuity — Email history stays with the account, not the individual
  • Team Collaboration — Multiple team members can access account communications
  • Audit Trail — All proxy email communications are logged and traceable
  • Separation of Concerns — Keep personal and professional communications separate

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How Proxy Email Works

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Basic Flow

  1. Email Address Setup — Each account has an associated proxy email address
  2. Sending — When you send an email “from” an account, it uses the proxy email address
  3. Receiving — Emails sent to the proxy address are routed to the account’s communications hub
  4. Access — Team members with appropriate permissions can view and respond to account emails
  5. History — All communications are archived with the account record

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Setting Up Proxy Email

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Prerequisites

Before setting up proxy email, ensure:
  • Your organization has proxy email enabled (contact your Acelab administrator if unsure)
  • You have account administrator permissions for the account you’re configuring
  • Your email domain is verified with Acelab (if using a custom domain)

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Initial Setup

  1. Navigate to Account Settings
    • Go to the Accounts dashboard
    • Select the account you want to configure
    • Click Settings or Account Setup
  2. Access Proxy Email Settings
    • Look for Communication Settings or Email section
    • Click Configure Proxy Email
  3. Choose Email Address
    • Acelab typically suggests a default proxy email based on account name
    • You can customize the local part (before @) of the email
    • Example: client-name@your-firm.acelab.co or acme-corp@your-firm.acelab.co
    • Select the appropriate domain from available options
  4. Verify Email Address
    • A verification email will be sent
    • Click the verification link in the email
    • Alternatively, complete the verification in the account settings
  5. Save Configuration
    • Click Save to enable proxy email for this account
    • The proxy email is now active and ready to use

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Using Proxy Email

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Sending Emails

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From the Accounts Dashboard

  1. Open the account where you want to send an email
  2. Click Communications or Messages section
  3. Click New Email or Compose
  4. The “From” field should automatically show your account’s proxy email
  5. Address your email and click Send

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From Project or Document Views

  1. Many Acelab features include an Email or Share button
  2. Click Email when available
  3. The system uses the associated account’s proxy email automatically

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Receiving Emails

To receive emails for your account:
  1. Share the Proxy Email Address with your contacts
    • Clients and partners can send emails directly to the proxy address
    • Example: Send to acme-corp@your-firm.acelab.co
  2. Email Routing
    • Emails arrive in the account’s Communications Hub or Messages section
    • All team members with account access can see incoming emails
  3. Access Incoming Emails
    • Go to the account’s Communications or Messages section
    • View all incoming and outgoing emails for this account
    • Reply directly from the interface

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Managing Proxy Email Access

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Setting Permissions

Control who on your team can use the account’s proxy email:
  1. Go to Account Settings > Team Members or Permissions
  2. For each team member, set their access level:
    • Can Send As — Can send emails using the proxy email address
    • Can View — Can view incoming and outgoing communications
    • Can Reply — Can reply to emails (may be different from sending)
    • No Access — Cannot view or use proxy email
  3. Click Save to apply permissions

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Adding or Removing Team Members

  1. Go to account Team Members section
  2. Click Add Member to grant new access
  3. Select the team member from your organization
  4. Set their proxy email permissions
  5. Click Invite or Add
  6. To remove access, click the X or Remove button next to the member’s name

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Email Signatures and Branding

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Default Signature

Your organization can set a default email signature for proxy emails:
  1. Go to Account Settings > Email Signature
  2. The system may use your firm’s default signature
  3. You can often customize it per account

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Custom Signatures

To add a custom signature for a specific account:
  1. Go to Account Settings > Email Signature
  2. Click Customize
  3. Edit the signature HTML or text
  4. Click Save

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Troubleshooting Proxy Email

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Emails Not Sending

Problem: When trying to send an email, you get an error Solutions:
  • Verify the proxy email is properly configured
  • Check that your account administrator has enabled proxy email
  • Ensure you have the “Send As” permission
  • Try refreshing the page and attempting again

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Emails Not Receiving

Problem: Emails sent to the proxy address don’t appear in Acelab Solutions:
  • Confirm the correct proxy email address is being used
  • Check that the proxy email is verified
  • Verify email forwarding is configured correctly
  • Contact your Acelab administrator to check email routing

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Signature Issues

Problem: Signature doesn’t appear in sent emails Solutions:
  • Verify the signature is enabled in account settings
  • Check for HTML/formatting conflicts
  • Try updating the signature text
  • Clear your browser cache and try again

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Permissions Issues

Problem: Team members can’t send emails from the account Solutions:
  • Verify they have “Send As” permission enabled
  • Check that their user account is active
  • Ensure they’re part of the account team
  • Have an administrator review their permissions

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Best Practices

  • Consistent Communication — Use proxy email for all account-related communications
  • Document Sharing — Include relevant documents/links in proxy emails
  • Clear Signatures — Ensure your firm name is clear in the email signature
  • Response Time — Set expectations for team email response times
  • Archive Regularly — Review and archive old communications to keep the account clean
  • Multi-Person Access — Ensure at least 2-3 team members have send access for continuity
  • Professional Tone — Remember all emails are from your account, maintain professionalism

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FAQ

Q: Can multiple people send from the same proxy email address? A: Yes! Multiple team members with the appropriate permissions can send from the same proxy email. All communications are tracked with who sent them. Q: What happens if someone leaves the firm? A: Their access to proxy email can be revoked immediately. All email history stays with the account, so new team members can continue where they left off. Q: Can I use proxy email from outside Acelab? A: Typically, no. Proxy email is designed to be used within the Acelab interface. For external email integration, contact your administrator about email forwarding options. Q: Is there a limit to how many emails I can send? A: No specific limit, but follow your organization’s and Acelab’s acceptable use policies. Q: Can I recover deleted emails? A: Check with your administrator about backup and recovery policies. Most organizations maintain email archives.