FAQ: Senders & Sender Identities

Why can't I assign my Sender to a sequence?

Sequences are assigned to Identities, not Senders. Check: Identity exists, required fields are filled, Senders are linked to that Identity.

How do I connect my work email address to Topo?

To connect your company's email addresses as Email Senders:

1. Go to Settings → Senders → Add Sender → Email and connect the mailbox.

2. Open Settings → Senders → select the sender you just created → 3 dots on the right → Edit → Change associated Identity, and link that email to your Identity.

If a connected mailbox shouldn't be on your Identity, remove it from the Senders list.

I see 0 active senders in my sequence. What should I check?

Is an Identity assigned to the sequence? Does the Identity contain valid email and/or LinkedIn Senders? Are Senders in Valid status? Check Sender Identity → Sender status → Sequences assignment — that's where almost all configuration issues originate.

What does "You configured a [Email/LinkedIn/Manual] sequence step but no sender available" mean?

This validation error appears when your sequence lacks a properly configured sender identity for the channel types used in your sequence steps.

If you already correctly created sender identities, click Add sender in your Sending stab in the sequence's Settings.

If instead no Sender Identity has ever been created:

1. Go to Settings → Senders → Identities and open your Identity. Ensure first name, last name, and job title are filled in.

2. Link at least one Valid Email sender and one Valid LinkedIn sender to that Identity and save. If LinkedIn shows "Invalid", edit it and reauthenticate using "Sign in with LinkedIn". New or disconnected mailboxes must show as "Valid" before use. If a LinkedIn sender shows "Invalid" due to disconnection, reconnect your LinkedIn profile by editing the sender and using "Sign in with LinkedIn" to reauthenticate.

3. Open the sequence, go to Settings → Sending → Senders, select the Identity you just set up, and save.

4. Try activating the sequence again.

Note: The manual channel is included automatically with the Identity, so once assigned, manual steps will validate. If your sequence includes only email or only LinkedIn steps, you still need the Identity assigned, but only the relevant sender must be Valid.

What does "All identities are already in this sequence" mean?

This message appears when you try to add a sender to a sequence, but every available sender identity in your workspace is already assigned to that sequence.

Can one Identity be used in multiple sequences?

Yes. Sending capacity is automatically distributed across sequences.

Can I use multiple email Senders in one Identity?

Yes — increases email sending capacity.

Can an email Sender be linked to multiple Identities?

No. Each Sender can only be linked to a single Identity. Removing a Sender from an Identity will delete the whole Identity if it's the only Sender. Create separate Identities for specific Senders as a workaround.

What if my Identity shows another person's LinkedIn or email attached?

If a user's Identity shows another person's LinkedIn or email senders attached, fix it by:

1. In Settings → Identities, open the affected Identity.

2. In the Senders section, click on the three dots on the right and remove any LinkedIn or email that doesn't belong to that user.

3. Add the correct LinkedIn:

   • Go to Settings → Senders → Add Sender → LinkedIn.

   • Connect the correct profile.

   • Link it to the Identity.

Note: Each Identity should have only that user's own LinkedIn and emails connected.

Can I hide LinkedIn message replies from the inbox?

Only replies from Topo sequences appear in your Inbox. LinkedIn conversations not started by Topo are never shown there.

Do you have access to my LinkedIn credentials or messages?

Credentials: No. Messages: only replies from leads contacted via Topo.

How do I remove a LinkedIn Sender?

Settings → Senders → three dots next to the LinkedIn Sender → Edit → Remove Sender.

How many emails can I send per day from my sender?

It depends on your email sender's score. Here's a quick recap:

Score of 10 = 30 emails
Score of 9 = 20 emails
Score of 8 = 10 emails
Score of 7 or lower = 0 emails

Under my Sender Identity I see the "manual" channel, what is that?

The manual channel is the channel that allows you to perform manual actions in your sequences: approve/refuse leads in Copilot, call leads.

It's the channel that allows Topo to create "New lead" and "Call" tasks in your Tasks interface.

To set it up, no action is required on your end. It's automatically created when you set up your Sender Identity.

Can I see the deliverability score on my personal email in Topo?

No, if you use your work email in Topo for outbound, you won't be able to see the deliverability score, as Topo will not manage this mailbox.

This is one of the reasons why we recommend only using mailboxes provided by Topo.