Manage Shared Senders

Some email addresses send messages on behalf of many different Customers: shipping notifications, automated marketplace emails, or form submissions forwarded from a partner's website. By default, every message from one of these addresses lands on a single Customer Profile, which creates a pile of unrelated Conversations.

Shared Senders lets you tell Gladly which inbound addresses work this way. Once an address is on the list, each new email from it creates its own Customer and Conversation instead of landing on one profile.

Shared senders are useful for:

• Carrier notification mailboxes

• Marketplace relays

• Partner web forms

Changes take effect immediately. Replies within an existing Conversation are unaffected, and email Gladly has already received stays where it is.

View shared senders

1. In Gladly, go to Settings and select Email under Channels.

2. Select the Shared Senders tab.

The tab lists every address currently set as a shared sender.

Add a shared sender from Settings

1. On the Shared Senders tab, select Add shared sender.

2. Enter the email address, such as pkginfo@ups.com.

3. Select Add shared sender.
   

A confirmation banner lets you know the address was added, and it appears in the list.

Add a shared sender from a Customer profile

If you notice a single profile collecting messages from a sender that should be split up, you can add the address without leaving the Conversation.

1. Open the Customer profile.

2. Select the overflow menu (the three dots) next to the Customer's name.

3. Select Add to Shared Senders...
   

4. In the confirmation dialog, review the address. If the profile has more than one email address, choose which one to add.

5. Select Add to Shared Senders.

A confirmation banner lets you know the address was added. New email from this address starts its own Conversation, and nothing already on the profile changes.

Note: You need the Channels Admin role to see this option on the Customer profile.

Remove a shared sender

1. On the Shared Senders tab, find the address you want to remove.

2. Select the option to remove it.

3. In the confirmation dialog, select Remove shared sender.

After you remove an address, email from it resolves to a single Customer profile again. Existing Conversations stay put.

What to expect

• New email from a shared sender: Each message creates a new Customer and a new Conversation.

• Replies in an existing Conversation: These stay in that Conversation, even if the address is added later.

• Email already received: It doesn't move to new profiles when you add an address, and it doesn't merge when you remove one.

• Timing: Changes apply immediately.