Changing From and Reply to Field
The From field contains the address displayed in the From field of the email header when the mail is received by the customer. By default, this field shows the address of the email aliases at which this email was received, but you may wish to change this under certain circumstances.
This is also the address that becomes the To address when a customer replies to the email. If you do not want the reply from the customer to come to the address specified in the From field, but want it to go to a different address, you can specify that email address in the Reply to field.
Agents can also reply to a selection of inbound emails using the Reply to All option in the Reply pane. This allows agents to respond to multiple inbound activities at once with the same message, and creates a separate reply activity for each selected activity.
To change the From and Reply to email addresses:
- Click the From address field.
- In the From field, you can manually type the preferred From address into the field, or select from the dropdown list of aliases in the system.
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