The ability to change the "FROM" email address when using the email assist feature

I agree here. The use case we ran into: as an admin, I want to send out emails to NPS Detractors on behalf of my VP or a CSM. Thankfully, I'm a Salesforce administrator, so I was able to log in as the other use and send the email "from" them.

Hi,

Enabling this capability is little risky as this will let a user send mails on behalf of anyone else. If we enable this capability, what level of permissions/ restrictions will you need in it?

Thanks,
Nitisha

Bad idea.  Agree its too risky.

Emails that need to be sent out as someone else should be done directly via Copilot.  Email Assist should be reserved only for a resource sending out a semi-automated email that requires some level of customization.

Box has a need to be able to customize specifically the "from email" in the email assist tool for our pooled account management program. We can control this in gmail using the from dropdown (see screenshot) and in co-pilot via the standard form.

Use-case -- Advisor (CSM) has consultation with a customer. They create a CTA and apply the post-consultation playbook which includes an email with a post-consultation survey link. Using the below advisor as an example - the email should come from Sumat Lam "cateam@box.com". That way if the customer responds to the email, it is pushed back into the ticketing pool.

I do however agree --- exposing this to everyone is a bit risky. Controls would need to be put in place to validate senders to specific email addresses.

 

Interesting. In our case we have such emails come from "Customer Success Team" rather than a CSM so as to prevent any confusion that this is an assigned resource.

Hey Jeff -- Great comment. We've tested out both approaches (Team vs Individual name) over the years and have found that open rates are higher with an individual's name -- and we don't see or hear too much customer confusion.

A big piece of that is we've coached the other parts of the company who are part of the customer journey - Sales, Consulting -- on how our pooled team operates, and how to talk about them.

On the phone the Advisors are proactive in ensuring the customer knows they're part of a team. For example  "Hi I'm part of the customer advisory team -- we're here to.... You can always email pooled-alias@box and someone from my team will be able to assist you."

Leveraging 'Organization-Wide Email Addresses' settings in SF or providing something similar might help. The idea is that you should be able to send as yourself or as one of these org-wide emails that you have access to. So anyone with the 'CSM Advisor' role could have access to send as John Doe (cateam@box.com). John Doe is always the same, though. But it looks like you'd like the display name to be whoever actually sends the email?

Yep! If we have to choose one name -- we could make that work. Priority one is to hide the individual advisor's email. 

Mozy requires the same due to whitelabeling a sub-domain

This would help our company immensely.  If the From address is hardcoded into the email template and you have the ability to report on the history of the emails sent, I don't see the issue with this functionality.  This would allow our customer service folks and/or account managers to send emails from more senior level folks with a greater touch.