Vitally Email Service Overview
The Vitally Email Service enables customers to send emails at scale from Vitally using their organization's verified domain, increasing sending capacity by removing standard email send limits (annual limit of 10 million emails per year) to ensure reliable, consistent delivery of emails, Docs, surveys, and more. Try it for a 30-day free trial with full access!
The Vitally Email Service add-on for sending transactional emails can be managed by admins in Account Settings.
Key functionality:
Allows sending transactional emails through Vitally from a verified domain
Requires email domain verification and matching Vitally user email addresses
Email analytics
💡 Tip: Keep your contact lists up to date by removing churned users from mailing lists and removing invalid email addresses before syncing them into Vitally. There are paid list validation services available if manual cleanup isn't feasible. Our recommendation is to talk to your marketing team about best email practices!
How to Set Up Vitally Email Service
Go to Settings -> Email
Select Add a Domain (add as many as you need)
Enter your domain
You should get a successful banner
The domain will initially appear as Unverified
To verify the Domain, select the settings wheel to find the DNS records that will be auto-generated
Share these DNS records with your IT team for implementation
The domain must be verified within 72 hours or the process times out
If that happens, click "Re-Start" to retry verification
Once successful, the domain status updates to Verified in Vitally
Now you can start sending emails! Every Vitally User, that is not an observer, will automatically get a Vitally email to be able to send transactional emails
NOTE: At least one Vitally user must have an email that matches the verified domain (e.g.,
j.smith@vitally.ioforvitally.io).
Adding Alias Addresses for the Vitally Email Service
Alias addresses let you send from email addresses that are not tied to a real Vitally user — for example, accountmanagement@yourcompany.com or support@yourcompany.com.
Vitally user addresses with a matching verified domain are already available for transactional sending automatically; you only need to add an alias for addresses that aren't associated with an actual user account.
Aliases added here appear in the sender dropdown alongside regular Vitally users when composing a conversation. They are separate from Gmail or Outlook "Send As" aliases, which are not supported when sending via the Vitally Email Service.
Note: If you send from an alias, make sure to set a reply-to address that points to a real inbox — otherwise responses will not be received.
Go to Settings -> Email
Select the domain
Select the plus (+) sign or the settings wheel
Add your aliases here
Additionally, you can send test emails in this window by selecting Send Test Email
Input a Send From, Send To, Subject, and Message, then select Send
How to Use the Vitally Email Service
Start a conversation like you normally would (learn more here) via a playbook or manually
In the From section, search your name to find your email under the "Vitally Email" section and select your email
Select a fallback sender. The fallback sender is used when the primary sender key role has no user assigned at the time the conversation is created. It also determines the sending channel (Gmail, Vitally Email Service, etc.) for the primary sender — for example, if the fallback sender is set to a Vitally Email address, the key role will also send via Vitally Email Service.
Important: The fallback sender does not activate if a key role is assigned to a user whose email domain is not verified for Vitally Email Service. In that case, the conversation will be created but the email will error and not send. To avoid this, ensure all users who may be assigned to a key role have an email address matching a verified Vitally Email Service domain, or verify the additional domain.
Select a "reply to" email address that is a real email inbox if you want to receive emails if you're sending from an alias. If you don't do this step, you will not receive responses
Continue sending your emails as you would!
How to make use of the Analytics
To make use of the different analytics we have available, you will need to either create or update an existing Conversations view. The analytics are available as properties that can be added as Columns.
They can be found under Vitally Data:
First Message
These are also available to use for any conversations created within Vitally. See here.
Bounced (boolean)
This indicates whether the first message bounced at any addresses it was sent to.
Opened (boolean)
This indicates whether the first message was opened.
Opened (count)
This indicates the number of times the first message was opened.
Replied (boolean)
This indicates whether the first message was replied to.
Unsubscribed (boolean)
This indicates whether any recipients of the first message unsubscribed.
Unsubscribed Emails
This contains a list of the addresses that were unsubscribed
Vitally Email
These are only available for conversations created using the Vitally Email Service
Bounced Emails
This contains a list of addresses that bounced.
Clicked (boolean)
This indicates whether any links in the first message of the conversation were clicked.
Clicked (count)
This indicates how many times any link in the first message was clicked.
Clicked links (urls)
This contains a list of strings representing the URLS of links that were clicked in the first message.
Spam Reported Emails
This contains a list of email addresses that reported the first message as spam.
Spam Reported (boolean)
This indicates whether there were any spam reports for the first message.
Bounce Rate Management & Sending Suspension
High bounce rates directly impact your email deliverability — meaning fewer of your messages reach your customers' inboxes. To protect your sending reputation and ensure your conversations continue to land where they matter, we pause email sending until list hygiene is addressed.
To protect email deliverability for all Vitally customers, Vitally automatically monitors hard bounce rates and will suspend Service Email messages from sending if:
your rate exceeds 8%
over the last 7 days
and more than 250 emails sent in that period
For large sends exceeding 250 emails, your system automatically throttles the initial sending rate and pauses after the first batch to allow bounces to be processed. This means bulk campaigns will take a few additional minutes to complete, but this proactive approach monitors bounce rates as messages are delivered and helps prevent high bounce accumulation during high-volume sends—protecting your sending reputation and reducing the risk of suspension.
When suspended, you'll see a banner on your Vitally Email settings page and will be unable to select SES senders. Before you get to this point, you'll receive a warning email if your bounce rate reaches 3% so you have a chance to address the issue proactively.
How to Avoid Email Service Suspension
When an email hard bounces, that user is automatically flagged with a Permanently Bounced trait in Vitally, and no further emails will be sent to that address.
You'll see a banner on the User 360 for any affected user. To re-enable sending, update the user's email address — this will reset the Permanently Bounced field and allow the user to be targeted again. The field itself is not directly editable.
The Permanently Bounced field is filterable and sortable across User lists and Widgets. Note that this cannot be updated in bulk — each user's email address must be updated individually.
Only hard bounces count toward the suspension threshold — these are permanent delivery failures where the email address doesn't exist or is otherwise undeliverable. Soft bounces (e.g., a full inbox) do not count. The suspension will clear once your rolling 7-day hard bounce rate returns to a healthy level.
Vitally Email Service FAQ
Why can't I send emails after adding a domain?
Your domain may not be verified yet. Check the DNS record status and ensure it's verified within 72 hours.
My domain is verified but no sending address shows up—why?
There may be no Vitally user with an email that matches the domain. At least one is required.
Is there a sending limit?
Yes. The Vitally Email Service supports up to 10 million emails per year.
Is this service free?
No, the Vitally Email Service is a paid add-on. Reach out to am@vitally.io to ask about pricing, or manage the add-on within your Account Settings.
I'm not seeing any responses to emails, why?
If you're sending from an alias and did not select a reply-to email that is a real inbox, you will not receive responses.
A key role is assigned, but the email errored and didn't send, why? The user assigned to the key role may have an email address whose domain hasn't been verified for Vitally Email Service. VES sending requires a matching verified domain. To resolve this, either verify the additional domain in Settings -> Email, or ensure the key role is assigned to a user whose domain is already verified. Note that the fallback sender will not cover this scenario. It only applies when no user is assigned to the key role at all.
Why are my emails not sending through Vitally Email Service? Your account may have been suspended due to a high hard bounce rate. If your bounce rate exceeds 8% over the last 7 days with more than 250 emails sent in that period, SES sending is automatically paused. Check your Email settings page for a suspension banner.
How do I fix my emails not sending due to high bounce rate? Clean up your email list by removing invalid addresses and churned users. The suspension will clear automatically once your rolling 7-day hard bounce rate returns to a healthy level.
Q: How will I know if a Vitally Email Service email has bounced?
A: If an email bounces, the conversation will be marked as Bounced in the top right. You can also filter your conversations by "first message bounced" to find all affected conversations. For more detailed bounce analytics, see Analytics section.
