Masking Sender Emails: From Name and Address
In this guide, we will cover various options for customizing your sending email address and "From" name in different email types and workflows.
Sender Email Masking Scenarios
The table below summarizes how the sender's email and name are masked in common situations:
Cases | Unassigned Contact | Assigned Contact |
Manual Emails | Logged in user email (1st priority) | Logged in user email (1st priority) |
Automated Emails | Campaign/workflow settings (1st priority) | Assigned user email (2nd priority) |
- | Location email (3rd priority) | |
Review Request Emails | Always uses logged-in user email as the sender email | |
Appointment Request Emails | Uses do-not-reply@replies.domain.com or SMTP-integrated email depending on location settings |
Places to Configure the Sender’s Email
Manual Emails
Conversation Tab:
The "From" email will be the logged-in user's email by default.
Automated Emails
Email Template Settings:
Navigate to Marketing > Emails, select + New to create a blank template, or edit an existing one by clicking the pencil icon.
After creating or editing the email template, click Settings from the three-dot menu and configure the "From" name and email address.
Bulk Action – Send Email:
Navigate to Contacts > Smart Lists, select the contacts, and click Send Email.
In the sender details section, input the From Name and From Email.
Workflow Emails
Workflow Settings:
Go to Automation > Workflows, and either create a new workflow or edit an existing one.
If creating a new workflow, start from scratch and click Continue.
In Settings, configure the From Name and From Email, then save the workflow.
Send Email Action in Workflow:
Click the + button within the workflow and select Send Email.
Enter the From Name and From Email for the email action.
