---
title: "Manage Shared Senders"
slug: "manage-shared-senders"
updated: 2026-10-06T02:19:36Z
published: 2026-10-06T02:19:36Z
canonical: "help.gladly.com/manage-shared-senders"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/email ashared sender (2).png?sv=2026-02-06&spr=https&st=2026-11-08T04%3A55%3A29Z&se=2026-11-08T05%3A55%3A29Z&sr=c&sp=r&sig=lhWT6h2eQXztzRL3HHEAqIWpArM2x7BqY3BV%2FL5f3wA%3D)

## 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**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add shared.png?sv=2026-02-06&spr=https&st=2026-11-08T04%3A55%3A29Z&se=2026-11-08T05%3A55%3A29Z&sr=c&sp=r&sig=lhWT6h2eQXztzRL3HHEAqIWpArM2x7BqY3BV%2FL5f3wA%3D)

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...** ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add to shared from cust profile (1).png?sv=2026-02-06&spr=https&st=2026-11-08T04%3A55%3A29Z&se=2026-11-08T05%3A55%3A29Z&sr=c&sp=r&sig=lhWT6h2eQXztzRL3HHEAqIWpArM2x7BqY3BV%2FL5f3wA%3D)
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.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/new email generated.png?sv=2026-02-06&spr=https&st=2026-11-08T04%3A55%3A29Z&se=2026-11-08T05%3A55%3A29Z&sr=c&sp=r&sig=lhWT6h2eQXztzRL3HHEAqIWpArM2x7BqY3BV%2FL5f3wA%3D)

Contains everything about a Customer. Their Conversation history, contact details, order details, and other Customer-specific information.

*Customer* or C*ustomers* refers to the people you support through Gladly who buy or use your products or services.