Manage email options


With Palace, you can send emails from within the software, and receive them back into your database. This is made possible by setting up a unique email domain for your company.

This article covers: 

Activate inbound mail

This area is permission-based. If you do not have access, ask your manager or administrator to assist you.

Note: This is a one-time set-up per database and does not need to be completed by each user.

  • Go to System > Settings
  • Click on the Integrations tab
  • Click on Activate to the right of Inbound Mail

Step 1:

The inbound mail setup wizard will appear. It will guide you through the process of creating a new alias for our inbound mail system. Simply follow the instructions provided to complete the setup.


  • Click Next

Your alias is used as your new from and reply-to address, rather than the old domain we had previously. We have moved to a new domain which is Your new email address will be

Step 2:

  • Enter the alias you wish to use
  • Click Check Alias to confirm that it is available


  • If someone else has already chosen the alias you selected, a note will appear below the alias box, kindly asking you to choose a different one

Note: You have the freedom to choose the alias value for your inbound mail. Although it is changeable, if you decide to make any modifications, please contact the support team.

  • Click Next

Step 3:

  • Read the summary
  • Your chosen alias will appear on the screen

  • Click Activate

Once the wizard is complete and you activate inbound emails, you will see your alias in the Integrations tab with an option to deactivate the mail service.

Deactivating inbound mail


If you prefer to have emails directed straight to your agents instead of routing through Palace, you can easily deactivate the inbound mail feature. 

  • Go to System > Settings
  • Click on the Integrations tab
  • Click on Deactivate to the right of Inbound Mail

Once you've deactivated inbound mail, your email alias will remain active in the background. This means that any emails sent to your deactivated alias will still be received in Palace. You won't lose any incoming emails, ensuring seamless communication even after deactivation.

Additional information

  • Once completed, all users will be affected by this change
  • After the wizard is completed any new emails from Palace will have your new as the from and reply-to. Any replies to those emails will automatically appear in Palace
  • A significant improvement in the new system is the elimination of the 5-10 minute wait time to check for email replies. With the new system, as soon as a reply reaches our email provider, we will receive a notification, and the reply will be automatically delivered to our Palace inbox. This enhancement ensures faster and more efficient handling of email communication
  • If a tenant or owner emails your alias directly, the system will do its best to match it to a primary agent, but failing that, the email will land in your unknown inbox
  • Agent auto-replies will still work as expected with this new system

What's next?

If you or your clients are having issues where they are not receiving your emails you can learn more about how to whitelist or unblock your email address.

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