Salesforce offers a variety of methods for sending emails, and because Appointiv utilizes Salesforce's email system, the method you choose to send emails will impact Appointiv's email delivery. We have noticed that some customers who had not previously sent emails directly from Salesforce may experience issues with email deliverability after starting with Appointiv. Therefore, we recommend using alternative email methods in Salesforce instead of sending emails directly.
For those unfamiliar with Salesforce's various email options, we recommend starting with the informative Salesforce Help article:
And this trailhead
For Appointiv specifically
Sending Directly from Users
If you don't want to use an Orgwide Email Address for sending notifications, we recommend utilizing the Salesforce option under "Send through External Email Services" where you can enable Gmail or Office 365.
This approach is suitable for sending all emails as a "User" as long as the user links their email to their Gmail or Outlook365 account. However, this method is not ideal for those who prefer to send Appointiv emails from a centralized email, such as "email@example.com."
Using an Organization-Wide Address
For those of you who want to have the emails go out from a central address, you first need to set one up in Salesforce Setup and "verify" it. You can find that under Organization-Wide Addresses in the Salesforce setup.
Once the Org-wide email address is created and verified, Appointiv Admins can tell Appointiv to use it in our Configure tab under the Email Templates sub-tab.