Skip to Main Content
Created by Guest
Created on Jan 15, 2025

Change sending email address for auto reply/Customer Feedback request

Summary: When creating an auto-response rule or 'Measure Customer Satisfaction' rule, it would be nice to change the sent from email address.

A customer (currently in opt-out phase), has onboarded both their Support and Customer Success teams. The Support Team all respond from the support@ inbox, so no issue when the message template for CSAT feedback request comes from support@.

However, their Success team is still using their personal emails but mirroring to a shared 'Success' inbox. When they implement the 'Measure Customer Satisfaction' rule and send the CSAT message template, the message is sent from their personal email. They want this to also come from a shared email address like it does for support@.

If the email comes from the individual, customers might be hesitant to provide 'honest' feedback.

Currently there is not a way to change the sending channel the message is sent from

  • Attach files