---
title: "Email FAQs"
slug: "email-faqs"
updated: 2025-09-08T10:46:35Z
published: 2025-09-08T10:46:35Z
canonical: "help.commbox.io/email-faqs"
---

> ## 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.

![](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Organization%20-%20Outgoing%20Email%20settings.png)

### 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.