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elaine_cleary
elaine_cleary
Helper ⭐️⭐️
Aug 20, 2016 8:16 PM UTC

Email Assist: Can we display the "reply-to" info in the "preview & send" area so CSMs know replies w

Can we display the "reply-to" info in the "preview & send" area (or somewhere) so CSMs know replies will come to them & not be sent to a black hole?  I think CSMs won't be comfortable emailing from Cockpit without some reassurance that they will get replies.  

      6 replies

      karl_rumelhart
      karl_rumelhart
      Expert ⭐️
      Aug 21, 2016 12:46 AM UTC
      That is a good idea. 
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      tzundelgainsightcom
      tzundelgainsightcom
      Helper ⭐️⭐️
      Sep 20, 2016 11:03 PM UTC
      Yes, definitely great idea!
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      nadav_shemtov
      nadav_shemtov
      Contributor ⭐️⭐️⭐️⭐️⭐️
      Nov 4, 2016 6:17 PM UTC
      Adobe has mentioned they would like the ability to change the "from" and "reply-to" email as well - they use an "smbteam@adobe.com" address that they want these emails to come from, rather than the personal email addresses of team members. Is this on the roadmap? 
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        Gainsight Employee ⭐️
        hitesh_sharma
        Gainsight Employee ⭐️
        Aug 8, 2017 5:24 PM UTC
        Hi All,

        As Part of Summer release(will be available in Sept 1st week), we are now showing Reply To and From address in the Email Window.

        Regards,
        Hitesh
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        Gainsight Employee ⭐️
        hitesh_sharma
        Gainsight Employee ⭐️
        Aug 8, 2017 6:08 PM UTC
        Hi Nadav,

        We are introducing the ability to customize domain address (to help with whitelisting our email service provider and better email deliverability) in Summer release. Customizing from address would still not be possible. 

        Could you give some more details on why a custom from address is required in a personal 1:1 email communication mode? We have heard of use cases where someone would want to send an email on behalf of a their CEO. Would this be similar?

        Regards,
        Hitesh
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        nadav_shemtov
        nadav_shemtov
        Contributor ⭐️⭐️⭐️⭐️⭐️
        Aug 9, 2017 5:32 PM UTC
        Hi Hitesh, 

        The example I noted above is what I was referring to - some teams have a pooled email address, where several different people monitor this address every day in a pooled CSM model. 

        In such case, they usually like to send and get replied to that email address which is a team email address, and not an individual email address. Hence the need to change the from and reply to. 
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