You may want to use a different email address while responding to conversations that you receive from your customers.
For example, you receive a customer communication on firstname.lastname@example.org email id, but you would like to respond to it using (from) email@example.com email id.
Kayako does not offer an option to set rules to use a different email address automatically when responding to a particular conversation. By default, it always uses the same email address on which the conversation was received.
However, you can change the email address manually, and this article provides the steps to do this.
To change the sending email address manually while replying to a conversation, please follow the steps below.
- In the agent reply area, click the up and down arrow located next to the email address. It is marked in a blue box in the image below.
- From the list that opens up, please select the email address that you want to use.
- Compose and then send your reply. The customer will receive this conversation from the selected email id.
To add email addresses to the list, please refer to the Adding Email Addresses article.