Configure Default 'From' Address for an Inbox
  • 09 Jun 2022
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Configure Default 'From' Address for an Inbox

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Inboxes can be configured to have a default "from" phone number, account, or email address automatically selected when an Agent initiates a Conversation from an Inbox.

Tip - Set a default 'from' option for each Channel
Set a default "from" email address, account, or phone number for every Channel an Inbox supports.

Setting a default will not only save Agents a few clicks by automatically defaulting to a preferred "From" email address/account/number, but it could also better streamline Customer replies to the correct Inbox.

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Orchestration category, click Inboxes. The Inboxes page will show you a list of Inboxes you currently have.
  4. Hover over the Inbox you want to change the default "from" option for. To the right, click the pencil icon.
  5. Scroll down to the Default 'from' contact address section.
  6. Under the Channel you want to set a default "from" option, click the drop-down list, and make a selection. Select None for Channels you don't support.
  7. Click Save.

At this point, new Conversations initiated by the Agent will use the default "from" option for the Inbox. Open Conversations will not change to the new default "from" number, account, or email address. Agents can still change the "from" option before sending a reply.

Emails sent to an address not configured as an Inbox default

For emails received in an Inbox and an auto-reply is sent out, the auto-reply sent will show the email address the Customer emailed to, not necessarily the default "from" address configured for the Inbox.

Inboxes with no default 'From' option selected

When Agents make a call or send a message from an Inbox without a default configured, the default "from" address, account, or number selected will be random. We recommend setting a default "from" option for all Inboxes.

For emails, when sending an email from a Conversation in an Inbox that doesn't have a Default Email Address configured, Agents must manually select the From email address to use for the email.

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