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Horia Clement Co-Founder

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FAQ

In order to combat spam emails, email service providers (ESPs) like Google and Microsoft and email firewalls like Barracuda and Mimecast scan inbound emails for their clients and look for patterns that could be related to spam. When they detect a spam pattern they mark the domain that the spam emails originated from and will stop emails from this domain from passing through to their users. If you use your main domain, or even a subdomain of this (such as mail.customeros.ai as a subdomain of customeros.ai) your main emails could end up in the Spam folder, or worse blocked at the firewall and never even reaching your intended recipient. Even if your emails are differentiated, well targeted and relevant to who you are sending them to, you can always be reported and reported to a circulated spam list that will impact your deliverability for every mailbox assigned to that domain.

Email Service Providers and email firewalls use a metric called ‘domain reputation’ in order to mark whether or not an email is likely to be spam or not.

This score changes over time and is constantly updated. To make your domain reputation score go up in order to land in the inbox, you want to:

  • send no more emails than a human would (40 or less per mailbox per day)
  • get replies
  • have very differentiated emails from one another so they don’t look like mass-mailing
  • and never get reported as spam (ideally you make it easy to unsubscribe rather than having the end user report you to their ESP).

Things that make your domain reputation go down are sending inhuman amounts of emails per inbox, not getting replies, being reported for spam and using emails that don’t have similar structure to them (sending the same email to 10,000 people, with no replies and getting marked as spam is a great way to burn a domains' deliverability instantly).

Inherently it is not an issue to use shared infrastructure if you have the following conditions:

  1. The shared infrastructure is so massive it’s not feasible to block it as you will block a large number of others using it (i.e. if you blocked Microsoft’s Outlook servers).
  2. You are not reliant on anything else related to access to that infrastructure in case that a formal complaint is raised against you i.e. getting a user blocked from accessing Google’s SSO if they get too many spam reports against them, as Google don’t just block email, they block the entire user.
  3. You know that everyone that is using your shared infrastructure is a good actor (they don’t end up on any quarantine or blacklists).

This is why if you aren’t using Google Workspace (Gmail) or Microsoft email, you should either use your own mail infrastructure that only your company uses (separated from your main email domain and service), or use a service that separates you from other potentially bad actors. CustomerOS offers the ability to have your own dedicated email infrastructure to avoid the above situations.

You can edit scheduled emails before they are sent using CustomerOS’s app. If you want to send out a large campaign of specific offers to specific people, you can even set up a manual outbound step that prepares a template for a user to edit before approving for sending.
You can either manually monitor your inboxes, or you can use the CustomerOS Inbox feature that brings all of a users communications (email, LinkedIn, phone calls, meetings, etc.) into one place. CustomerOS also notifies you when a prospect responds to you, and you can control the frequency with which you are notified by email or Slack that they are updated (every time, batched hourly, daily, weekly, etc.).