Welcome to our support

Why a Dedicated Brand Email?

As part of onboarding with Felix, it’s essential to set up dedicated brand email accounts for streamlined communication and efficient operations. This ensures guest messages, booking notifications, and internal communication are delivered to the right people, without cluttering personal or general inboxes.

Why Is a Brand Email Required?

Using a centralised, brand-specific email address allows our team to communicate consistently under your business name, provides a seamless guest experience, and helps maintain a professional image. It also allows Felix’s systems and team to operate efficiently, with clear workflows and no risk of important updates going missing.

By setting up and sharing access to specific email accounts, we’re able to:

• Respond faster to guest enquiries
  
  

• Ensure operational transparency
  
  

• Automate key system messages (e.g., booking confirmations, check-in instructions)
  
  

• Separate guest communication from personal or unrelated business email threads
  
  

• Reduce the risk of missing important notices or booking issues
  
  

Recommended Email Account to Set Up

To support our systems and services, we recommend the following dedicated email accounts be created under your company domain:

1. Managed Services Guest Communications Email

Example: stays@yourbrand.com or hello@yourbrand.com
 This is the primary inbox for all automated communications sent through the Felix PMS system. It will:

• Handle booking confirmations, payment reminders, and check-in instructions
  
  

• Receive guest replies and queries
  
  

• Be CC’d on client-facing communication
  
  

• Be monitored by the Felix team to ensure nothing is missed
  
  

Given the volume and importance of the messages coming into this inbox, it should not be used for general business communication.

Setting Up

If you already have a domain (e.g., yourbrand.com), your IT team or domain provider can quickly create these email accounts. If you don’t yet have a domain, we recommend registering one so your business communications appear professional and aligned with your brand identity.

We suggest using tools like Google Workspace or Microsoft 365 to manage these email accounts with shared inbox access and monitoring tools.

Important: Email Forwarding Must Be Enabled

To ensure Felix can correctly receive and action guest messages sent to this inbox:

• Check with your email account administrator that email forwarding is enabled for all accounts.
  
  

• Check with your email administrator if a master restriction could prevent email forwarding.
  
  

• Please remove any restrictions so we can correctly configure email forwarding and ensure no important communication is missed.
  
  

Enable SMTP AUTH for Outgoing Emails

• We also need to be able to send emails on behalf of the same inbox to maintain a seamless brand experience.
  
  

• In order to do this, SMTP AUTH (Simple Mail Transfer Protocol Authentication) must be enabled for the account.
  
  

• Please ask your email administrator to enable SMTP AUTH for this email so Felix systems can send guest communications from your brand’s domain.

Server Settings

We require your email server settings in order to link your email account with the platforms we use to send emails to your guests and owners. 

You should be aware of the email and password, but sometimes people aren’t aware of their other server settings. If you set up your email using a google account, then your server settings will be the ones specified under gmail below. If your emails were set up using microsoft (outlook/hotmail/office 365) then generally they will be as specified under Outlook.com and Hotmail.com below. 

Without these settings, we can’t send or receive guest messages properly—impacting communication quality.
If an IT consultant set up your account, ask them for these details in case they used a different server.

Types of Encryption for Email Security

Security is a critical part of setting up your brand email. Email encryption generally falls into two categories—transport-level encryption and end-to-end encryption. Each serves a different purpose.

Transport-Level Encryption: SSL and TLS

• SSL (Secure Sockets Layer)
  Introduced in 1995 to secure email content through authentication and encryption.
  Now outdated and not recommended due to vulnerabilities.

• TLS (Transport Layer Security)
  The modern replacement for SSL, developed in 1999.
  Encrypts emails while in transit, ensuring they remain private until delivery.
  Often implemented via STARTTLS, which upgrades an unsecured connection to an encrypted one.
  ⚠ TLS does not encrypt stored emails—if emails are saved unencrypted in inboxes or servers, they remain vulnerable.

Check-list

If you need help understanding up or want guidance on best practices, book a catch-up session with your onboarding manager.