Using a Different Email Address to Respond to Customer Conversations

Overview

You may have configured multiple email addresses in Kayako and you want to use or switch between the emails when responding to customers. If you want to use a different email address when responding to a conversation, you can manually choose one from the options available or as long as you have configured additional email channels in Kayako.

Prerequisite

To add email addresses in Kayako, you will need an administrator account with the 'Manage channels' permission.

Diagnosis

In Kayako, you have the option to create additional email addresses, which you can use for particular teams or types of support conversations (e.g., techsupport@yourcompany.kayako.com for your technical support team). You can also enable Kayako to send and receive messages using addresses from external domains.

By default, Kayako will always use the same email address on which the conversation was received. For example, the conversation was received through the email channel techsupport@yourcompany.kayako.com, when you respond to that conversation, the email address of the sender will always be techsupport@yourcompany.kayako.com. Sometimes, you may want to use a different email address to respond to customer conversations. In the above example, you may want to respond using the address sales@yourcompany.kayako.com.

Kayako does not offer an option to set rules to automatically use a different email address for responding to customer conversations. However, you can change the email address manually.

Important! Only email addresses that were configured or added under the same brand can be used when responding to a conversation. This means that, you will only see the list of email addresses associated with the same brand where the email or conversation was created or received, on the menu.

If you have not configured additional email addresses yet, please refer to the Adding Email Addresses to Work With Kayako article for the steps. If you have configured additional email addresses already, then check out the solution section for the steps on how to use a different email address when responding to conversations.

Solution

Go to the agent area and open the conversation.
In the agent reply area, click on the up and down arrow icon located next to the email address.
From the menu that opens up, please select the email address that you want to use.
Compose your reply and send it.

Confirmation

Customers will receive a reply to their conversations from the selected email address instead of the email address where it was sent originally.

Choose files or drag and drop files

Tags:

Was this article helpful?

Yes

ATLAS
Posted