Learn how Crisp email reputation pools work and how they affect email deliverability.

Crisp sends outbound emails such as Inbox email replies, transcripts, and Campaigns through email infrastructure that is monitored for reputation. By default, emails are sent through shared pre-heated IP pools, and each workspace is automatically assigned to a pool based on sending quality and recipient feedback.

In this guide:

• Understand how email pools work → how Crisp assigns and updates reputation pools
• Review the available reputation pools → high, medium, and low reputation levels
• Check your current email reputation → where to find your status in Crisp
• Use a Dedicated IP instead of a pooled IP → when to request your own sending IP
• Warm up a Dedicated IP before sending high volumes → why progressive sending matters

Understand how email pools work

Every Crisp website has an email sending reputation. Crisp calculates this reputation from delivery feedback, abuse reports, engagement signals, delivery errors, third-party reputation sources, and internal anti-spam filtering.

This reputation is used to place the website into an email delivery pool. New websites start in the medium-reputation pool because there is not enough sending history yet. From there, the website can move up or down automatically as Crisp collects more sending data.

This reputation applies to all outbound emails sent from Crisp, not only Campaigns. Inbox replies delivered by email to offline visitors also affect your sending reputation because they use the same email delivery infrastructure.

Review the available reputation pools

Crisp uses three reputation pool levels.

The available pools are:

• High-reputation pool → good senders with engaged recipients and very low spam reports, generally below 1%
• Medium-reputation pool → new workspaces or senders with acceptable reputation, some abuse reports, or lower engagement, generally below 3% spam reports
• Low-reputation pool → senders with high abuse reports, very low engagement, or high spam rates, generally above 3% spam reports

Check your current email reputation

You can review your current sending reputation from your Crisp dashboard.

1. Open app.crisp.chat.
2. Go to Settings → Email Settings → Email Delivery.
3. Check the sending reputation shown for your website.

Use a Dedicated IP instead of a pooled IP

If you want to stop using a shared IP pool, you can request a Dedicated Email IP. This gives your workspace its own outbound email IP, so your sending reputation is no longer shared with other Crisp users.

A Dedicated IP gives you more control, but it also means you are responsible for building and maintaining that IP reputation.

Request a Dedicated IP

1. Open app.crisp.chat.
2. Go to Plugins.
3. Search for the Dedicated Email IP plugin.
4. Click Install and make sure a payment method is available if required.
5. Go to Settings → Email Settings → Email Delivery.
6. Click Request a Dedicated IP assignment.
7. Wait for Crisp to assign the IP.

Verify which IP sent an email

1. Send a message to a test conversation where your own email address is set.
2. Wait until Delivered to email appears under the message. This can take up to 2 minutes.
3. Open the received email in your email client.
4. Open the raw message source or email headers.
5. Look for your Dedicated IP in the first Received: headers.

Warm up a Dedicated IP before sending high volumes

A newly assigned Dedicated IP has no reputation history yet. If you send a large Campaign immediately, receiving mail servers may treat the sudden volume as suspicious.

Start slowly and increase sending volume over time. If your Crisp Inbox is active, regular email replies and transcript emails can naturally begin warming up the IP before you send your first large Campaign.

Good warm-up habits include:

• Wait before large Campaigns → give the IP a few days of normal traffic, and ideally at least one week before the first large send
• Send to engaged contacts first → start with people who usually open, click, or reply
• Avoid risky lists → do not send to fake, old, unverified, or purchased addresses
• Monitor bounces and complaints → reduce volume if delivery errors or spam complaints increase
• Protect long-term reputation → do not force a large send just because the Campaign limit allows it

Updated on: 03/05/2026