Mass Email

Mass Email lets you send operational announcements -- security advisories, service changes, maintenance notices -- to a list of customer contacts directly through the AI agent. Emails are sent individually (one per recipient, no CC or BCC) from your authorized Microsoft 365 mailbox, and customer replies automatically create tickets in ConnectWise.

How It Works

1. Tell the agent what to send -- Describe the announcement in Slack, Teams, or the Junto chat. The agent drafts the email subject and HTML body.
2. Preview with a test send -- The agent sends a test email to you (the operator) so you can verify formatting, links, and the from-address before going live.
3. Approve and send -- After you confirm the test looks good, the agent sends the announcement to your recipient list. Sends require escalation approval by default -- a designated approver must sign off before emails go out.
4. Track results -- The agent reports how many emails were sent and how many failed. You can review past sends from the Mass Email settings page.

Personalization

Emails support per-recipient personalization using placeholders in the body:

Placeholder	Renders As
	Recipient's full name
	First name (first word of the full name)

If a recipient has no name on file, both placeholders fall back to "there" -- so "Hi ," reads naturally as "Hi there,".

Tip: Phrase salutations to work with the fallback. "Hi ," works well; "Dear ," does not.

Prerequisites

• An active ConnectWise PSA integration
• A Microsoft 365 mailbox authorized for sending (separate from the read-only Microsoft 365 integration)
• Admin or Owner role to configure the connection

Setup

Step 1: Grant Admin Consent

A Microsoft 365 tenant admin must grant consent for the send-as Azure app:

1. In Junto, go to Settings > Integrations > Mass Email.
2. Click Grant tenant-wide consent and complete the Microsoft 365 admin approval flow.
3. This is a one-time step for your tenant.

Step 2: Connect a Mailbox

1. Click Connect mailbox.
2. Select the Reply board -- the ConnectWise board where tickets from customer replies will be created.
3. Complete the Microsoft 365 OAuth flow and select the mailbox to authorize for sending.

Step 3: Verify the Connection

Once connected, the settings page shows:

• Connected mailbox -- The authorized email address (e.g., announcements@yourcompany.com).
• Reply routing status -- Whether customer replies will automatically create tickets.
• Reply board -- The ConnectWise board for reply-generated tickets. You can change this at any time.

Sending Announcements

To send a mass email, chat with the AI agent in Slack, Teams, or the Junto assistant:

1. Describe what you want to announce and who should receive it.
2. The agent drafts the email and sends you a test email first.
3. Review the test in your inbox. If it looks good, confirm with the agent.
4. The agent sends the announcement to each recipient individually (up to 500 per batch).
5. A designated escalation approver must approve the send before it goes out. Admins can adjust this policy in Settings.

Managing Sends

From the Mass Email settings page, you can:

• View recent sends with recipient counts, success/failure rates, and timestamps.
• Click a send to view per-recipient delivery details.
• Change the reply board for customer reply routing.
• Disconnect the mailbox to revoke send permissions.

Troubleshooting

• "Need admin approval" when connecting -- A Microsoft 365 admin must grant tenant-wide consent first. Use the Grant tenant-wide consent button on the settings page.
• Reply routing unavailable -- Disconnect and reconnect the mailbox to retry. Ensure the mailbox has an Exchange Online license.
• Agent says mass email is not connected -- Verify the mailbox connection is active in Settings > Integrations > Mass Email.
• Sends failing -- Check that the Microsoft 365 connection is healthy and the mailbox has not been disabled.