Your system's Company and Recruitment email addresses are crucial as they determine the 'from' address for automated notifications and communications sent from ELMO. This guide will walk you through how to update these settings and troubleshoot common email deliverability issues to ensure your communications reach their intended recipients.
Updating Your Company and Recruitment Email
The Company Email and Recruitment Email fields are configured in the backend to ensure proper email verification and deliverability. As such, these fields are locked and cannot be edited directly by an administrator.
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To change these email addresses, you will need to contact ELMO Support by raising a ticket.
The Verification Process:
1. Request the Change: Submit a support ticket specifying the new email address(es) you wish to use for your Company and/or Recruitment email.
2. Verify the New Address: ELMO Support will initiate a verification process through our email service provider, Amazon Web Services (AWS). An email will be sent to the new address you provided.
3. Click the Verification Link: The verification email will come from [email protected]. This is a legitimate email. You must click the verification link inside it to authorize the address.
4. Confirm with Support: Once you have clicked the link, please reply to your support ticket to let us know. Our team will then see the successful verification and finalize the update in your system settings.
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Please note, the verification link is only valid for 24-72 hours. If it expires, simply ask the support consultant to resend it.
Company Email vs. Recruitment Email
Company Email: This is the primary email address used as the default sender for most system-generated notifications, such as course enrolments and workflow alerts.
Recruitment Email: This email address is used specifically for communications sent from the Recruitment module, such as emails to candidates.
You can have these set to the same or different addresses.
Troubleshooting Email Deliverability
If your users report that emails from ELMO are going to spam, being quarantined, or you receive "undeliverable" bounce-back messages, it is often due to your organization's email security policies.
Whitelisting ELMO's IP Addresses
The most common solution is to have your IT team whitelist ELMO's sending IP addresses. This tells your email server to trust emails coming from our system.
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The IP addresses to whitelist are: 54.240.30.12 and 54.240.30.13. Your IT team may also need to whitelist the domain amazonses.com.
Setting up DKIM for Enhanced Security
For more robust email security and to prevent DMARC verification failures, you can set up DKIM (DomainKeys Identified Mail).
DKIM adds a digital signature to your emails, which helps receiving mail servers verify that the message is authentic and was not altered in transit.
To set this up, please raise a support ticket. We will provide your IT team with the necessary CNAME records to add to your domain's DNS provider.
Frequently Asked Questions
Why are the Company and Recruitment Email fields greyed out? +
These fields are locked because any change requires a verification process to be initiated by the ELMO Support team to ensure emails can be sent securely on behalf of your domain.
We received a verification email from Amazon Web Services (AWS). Is this legitimate? +
Yes, it is. ELMO uses AWS as its email service provider, and this email is a required step to authorize your new email address for use with the system.
The verification link expired. What do I do? +
The verification link is time-sensitive. If it expires, contact ELMO Support through your ticket, and we will resend it for you.
What's the difference between the Company Email and the Recruitment Email? +
The Company Email is the default "from" address for general system notifications like Learning and HR Core alerts. The Recruitment Email is used as the "from" address specifically for communications sent from the Recruitment module to candidates.
Our emails are going to spam or failing DMARC checks. How do we fix this? +
This is typically a security setting on your company's email server. Your IT team should whitelist ELMO's IP addresses (54.240.30.12 and 54.240.30.13) and the domain amazonses.com. For a more permanent fix, you can request DKIM records from ELMO Support to add to your DNS.