Set up a custom email sender

Diligent One Platform emails users and non-users to request actions and provide updates, when needed. To help your users trust emails that come from Diligent One Platform, you can set up a custom email sender so your users will recognize your company as the source of an email.

Why a custom email sender is helpful

A custom email sender can have numerous benefits.

• Improved compliance and efficiency As awareness of phishing attacks has improved, general distrust of email has grown. Diligent One Platform notifications sometimes go unopened and recipients might report them as phishing attempts. This can have a variety of negative effects such as burdening your IT team with false positives, impeding audits, and reducing compliance and insight. A familiar name can help recipients recognize and trust an email.
• Improved communication You can use your custom email sender as a Reply-To address so email recipients can verify the legitimacy of an email or request more information.

What emails with a custom sender look like

Diligent One Platform remains the From address, but your custom email address becomes the Sender and can also be the Reply-To address. Different email services use slightly different formats. In most cases, the From field in Diligent One Platform emails will look similar to these examples:

• Microsoft Outlook example From: Diligent One Platform Notifications <notifications@highbond.com> on behalf of Internal Audit <internalaudit@example.com>
• Gmail example From: Diligent One Platform Notifications <notifications@highbond.com> via Internal Audit <internalaudit@example.com>

Questionnaire senders override custom sender

When someone in your company sends a questionnaire about a record, recipients see the sender's name as the source of the email so they can identify its origin. This name overrides the custom email address name. In this case, the recipient would see something similar to these examples.

• Microsoft Outlook example From: Diligent One Platform Notifications <notifications@highbond.com> on behalf of John Smith <internalaudit@example.com>
• Gmail example From: Diligent One Platform Notifications <notifications@highbond.com> via John Smith <internalaudit@example.com>

Not supported in the Reports app

Reports does not currently support custom senders. Broadcasts from reports will continue to come from notifications@highbond.com and user-shared reports continue to come from that user's email.

Enable or change a custom email sender

System Admins can set up a custom email sender.

1. Open Launchpad.
2. If your company uses more than one instance in Launchpad, make sure the appropriate instance is active.
3. Select Platform Settings > Organization. If you do not see Organization as an option, the account you used to sign in does not have Admin privileges.
4. Click Manage email sender.
5. Enter the sender's name in Email address name.
6. Enter the sender's email address in Email address.
7. If you want recipients to be able to reply to the custom sender, select Use this email as the reply-to address. This makes the custom email sender the default address when recipients use their email client's reply feature.
8. Select Enable custom email address.
9. Preview the email header sample to ensure it looks correct.
10. Click Save changes. All Diligent One Platform emails now come from the custom sender you defined.

Disable a custom email sender

System Admins can disable a custom email sender if you prefer to use Diligent One Platform's default email address.

1. Open Launchpad.
2. If your company uses more than one instance in Launchpad, make sure the appropriate instance is active.
3. Select Platform Settings > Organization. If you do not see Organization as an option, the account you used to sign in does not have Admin privileges.
4. Click Manage email sender.
5. Clear Enable custom email address.
6. Click Save changes. All Diligent One Platform emails now come from notifications@highbond.com.