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Cloud 9: Updating Email Settings After a Change in Provider, Server, or Address

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Karen Lewis
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Keywords: email settings, SMTP, email server, email provider, Cloud 9 Connect, OAuth, app password, SendGrid, email address, update email
Summary
Summary: When your practice changes its email server, provider, or address, several things in Cloud 9 need to be updated. This article walks through locating your email settings, updating SMTP and Microsoft OAuth2 settings, Cloud 9 Connect, and billing contact information.
 


Finding Your Email Settings
Email settings in Cloud 9 can exist in more than one place, so it is important to check all of the following locations:

  • Practice Level: Edit > Practice Location > Email Server tab
  • Location Level: Edit > Setup > Location > Select Location > Edit > Email Server tab
  • Employee Level: Edit > Setup > Employees > Email Server tab

If the Practice level fields are blank, switch to the Location level settings. If the Practice level fields are filled out, still check the Location level settings and update them as well. If any employees have email settings configured at the employee level, those will need also need to be updated. A user must have the Edit Employees and Edit Library Items permissions to update employee-level email settings.
 


Updating Your Email Settings
If you have changed your email provider or address, most if not all of the fields below will need to be updated. Work through each field carefully and refer to your email provider for any values you are unsure of.

If you have changed providers or addresses, you will need to update most if not all information. For SMTP Auth Type it is usually Basic Authentication. If you have Microsoft and are using Oauth2, instead of app passwords, you will want to select Microsoft Oauth2. For full instructions on how to setup settings using Microsoft Oauth2, please see THIS ARTICLE.

For basic authentication, see the instructions below. 

  1. SMTP Server Host
    This is the domain name or IP address your email connects to when sending. Your email provider will supply this value. Common examples are below.

    • Gmail: smtp.gmail.com
    • SendGrid: smtp.sendgrid.net
  2. SMTP Server Port is the next field. This needs to be 587, as that is what is required for Cloud 9 Software. You may need to ensure with your email client or provider that the email address supports SSL Encryption and the use of SMTP Server Port 587, to ensure you will be able to send email via SMTP in Cloud 9.
  3. SMTP Server Requires SSL Encryption is the next box, and it must be selected, with the check mark showing. Verify with your email provider that the account can send with SSL encryption enabled on port 587.
  4. Default From Address: This is the email address that will display as the sender on any emails sent through Cloud 9. In most cases this will match the Sender Address, but if your practice has a main contact email address you want to show as the sender, you can enter it here.
  5. Sender Address (Credentials) is the email address to login tom the account and is case sensitive. 
  6. Sender Password (Credentials) This is the password used to log in to the email account, with one important exception: if multi-factor authentication is enabled on the email address, you will need to enter an app password here instead of the login password. Many email providers, including Google Business email, require this. For instructions on generating a Google app password, see THIS ARTICLE.
  7. Once you have ensured that all fields are filled out correctly, you will want to make sure to Save your changes by clicking the green Save button. Be sure to check and update the Location level and Employee level email settings as well if those fields are populated.


Updating Cloud 9 Connect with New Email Information
Important: If you change your email server, provider, or address and use Cloud 9 Connect, you must contact Cloud 9 Support right away. If we are not notified, it may affect SendGrid's ability to send email reminders through Cloud 9 Connect.
 

When you reach out, we will gather the necessary information and send it to our Implementations team, who will follow up with you directly. Part of this process involves updating the DNS settings for the new email server, domain, or email address, which is required for Cloud 9 Connect to send appointment reminders correctly. Our Implementations team will walk you through that process once it gets started.
 

Updating Your Billing and Contact Email with Planet DDS
If you are changing the contact email address for your practice, practice owner, or doctor, please reach out to Cloud 9 Support. We will submit a request to our billing team to get your email updated on the back end for billing, important communications, and account updates.

As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.