---
title: "Email FAQs"
slug: "email-faqs"
updated: 2025-09-08T10:46:35Z
published: 2025-09-08T10:46:35Z
---
> ## Documentation Index
> Fetch the complete documentation index at: https://help.commbox.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Email
### **1. Where can we pre-set a signature within an email that a customer will see during a conversation with us?**
**1.** Click on the **Settings** icon on the lower-left-hand side of the Agent Workspace.
**2.** In the Channels section, select **Email**.
**3.**Click on the relevant channel which you would like to add the signature to.
**4.** Click on the **General** tab.
**5.** Within the tab a signature feature option is listed, you can attach a pre-prepared image or rich text.
### 2. I got a SMTP error, what does it mean and how do I fix it?
**Outlook SMTP Authentication Error (535 5.7.139)**
This error occurs when Outlook requires secure authentication. To resolve it, you need to enable **Two-Factor Authentication (2FA)** on the email account and connect using an **App Password** — a special password for external systems such as CommBox.
For reference, here’s an article explaining the error: [Understanding SMTP Authentication Error](https://dev.to/kath/the-smtp-server-requires-a-secure-connection-the-server-response-was-5757-client-not-authenticated-to-send-mail-2k63)
**To resolve this issue:**
**1. Enable Two-Factor Authentication (2FA)** If 2FA is not already active, enable it on the Microsoft account: [How to set up 2FA](https://support.microsoft.com/help/12408)
**2. Create an App Password** After enabling 2FA, go to *Security info* (or *Advanced security options*) and generate an app-specific password: [Create an App Password](https://support.microsoft.com/en-us/account-billing/create-app-passwords-from-the-security-info-page-d8bc744a-ce3f-4d4d-89c9-eb38ab9d4137)
**3. Complete the Email Setup** Use the newly created app password when configuring your email channel in CommBox: [CommBox Email Setup Guide](https://help.commbox.io/docs/email-forwarding-address-onboarding)
Please inform your **IT administrator** about this error so they can review the configuration and assist with the setup.
### 3. Why I don't have autocomplete suggestions for email address?
If you don’t see a pop-up with **autocomplete suggestions** while composing an email, please check that the **“Autocomplete suggestions for email addresses”** option is enabled in your **brand settings**.
Navigate to **Settings**, click on **Organization** at the sidebar., expand the **Outgoing Email** section, and enable the autocomplete.
### 4. How can I disable my Gmail forwarding rule?
**Emails Still Arriving Despite Disabled Channel**
If the email channel is disabled in the system but emails are still arriving in your Gmail inbox, it may be due to a **forwarding rule** configured directly in your Gmail account. Such rules continue to forward messages even if the channel is disabled in the system.
**To remove the forwarding rule:**
1. Go to your **Google Account settings**: [https://myaccount.google.com](https://myaccount.google.com)
2. Review your **Forwarding and POP/IMAP settings** in Gmail.
3. Delete or disable any forwarding rules that are no longer needed.
Once the forwarding rule is removed, emails will no longer be sent to your inbox through this route.