> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bilby.health/llms.txt
> Use this file to discover all available pages before exploring further.

# Email sending

> Send email from your practice's own address, and where replies go.

Bilby sends patient emails from a Bilby address unless you set up your own. With your own address, patients see emails come from your practice.

## Use your practice's own address

You need a mailbox on your practice's own domain, such as [reception@yourpractice.com.au](mailto:reception@yourpractice.com.au), not Gmail or Outlook. You also need whoever manages your domain to add some records to it.

1. Go to **Settings › Email sending**, enter your practice's email address and select **Set up sending address**.
2. Select **Copy instructions** and send them to whoever manages your domain. Your incoming email isn't affected.
3. When they say the records are added, select **Check verification**.

Emails keep coming from the Bilby address until your address shows as verified. The records can take up to 48 hours to appear, so check again later if they're still pending. Once it's verified, select **Send test email** and check that mailbox, including spam.

## Where replies go

Replies go to the contact email in **Settings › Practice details**. Make sure someone reads it.

## Change the address or go back to the Bilby address

Select **Change address** to use a different one, or **Use Bilby address** to stop using your own. Either way, emails use the Bilby address until a new one is verified.

## Practice email signature

> [!NOTE]
>
> Not every practice has this yet. Bilby turns it on for each practice. If you can't see it, contact Bilby support.

The practice signature ends reminders, recalls, and booking and form links, and staff emails unless they set their own. Set it under Email signature on **Settings › Email sending**, then select **Save signature**. Personal signatures are on [Messages and follow-up](https://docs.bilby.health/messages/overview).

## Troubleshooting email sending

| Message | What to do |
| - | - |
| "Email setup is unavailable. Contact Bilby support to enable it." | Contact Bilby support. Emails still go from the Bilby address. |
| "Enter one email address at a domain your practice owns." | Use one address on your practice's own domain, not Gmail or Outlook. |
| "Some records are not ready yet. DNS changes can take a while to appear." | Wait a few hours and select **Check verification** again. If it still fails, ask whoever manages your domain to check the records match exactly. |
| "The test email could not be sent. Try again or contact Bilby support." | Try again. If it keeps failing, contact Bilby support. |


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