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mmccluregainsightcom
Contributor ⭐️⭐️
March 14, 2017

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

  • March 14, 2017
  • 32 replies
  • 502 views
We are continuing to see a marked increase for the need to be able to change the "FROM" email address when you are using the email assist feature in cockpit. 

Perhaps the most pressing use case occurs when have to white label for a subdomain. Given that the email assist feature looks only at the currently logged in user we find our selves in the position where these emails are going out without proper white-labeling in place and this can cause a decrease in the probability of a successful delivery.

In addition to this, customers would like the ability to have the email come from the assignee of the task itself irrespective of who triggers the email.  

    32 replies

    darkknight
    Expert ⭐️
    May 15, 2017
    Could this be made optional?  If a company requires a flexible FROM address, then admin can enable it to be edited by end users; but if a company doesn't, then leave it uneditable by end users?
    Jeff Kirkpatrick
    ben
    Helper ⭐️⭐️⭐️
    May 15, 2017
    I like this Jeff. Maybe its a separate feature that has a separate permission available to it. Then an admin could open it to select CSMs or other employees.
    -Ben
    lane_h
    Helper ⭐️
    May 15, 2017
    I would limit the access to Admin only.
    Director of CX and Scale Programs
    Gainsight Employee ⭐️
    August 7, 2017
    Hi Nadav,

    As part of the Summer release(will be available Sep first week), we have added capability of adding Custom Domains in 'From' Address
    Documentation for the same will be available during the same time.

    Regards,
    Hitesh
    Gainsight Employee ⭐️
    August 17, 2017
    Hi Jeff,

    As part of the Summer release(will be available Sep first week), we have added capability of adding Custom Domains in 'From' Address and for this we have a Configuration at Admin level to enable this feature.

    Regards,
    Hitesh
    sai_ram
    Expert ⭐️⭐️
    September 6, 2017
    Hi All, Summer Release is out now and this feature is shipped in Summer Release. 
    nora_soza
    Helper ⭐️
    September 6, 2017
    Hey Sai -- Thanks for sharing. Do you have a response re: the ability to customize the full email address, not just a customized email domain? See my post above for relevant screenshot.
    lane_h
    Helper ⭐️
    September 6, 2017
    I agree with Nora. There are times when we need to be able to send an email from Email Assist for the person assigned the CTA not the person clicking send.

    Ex. CSM is now on maternity leave and we need to transition the account.
    Director of CX and Scale Programs
    Gainsight Employee ⭐️
    September 6, 2017
    Hi Lane/Nora,

    As mentioned in earlier post by Nitisha, giving an ability to send email on behalf of anyone else is Risky. 

    We have this in our Roadmap and we are working on Permissions around this, will share an ETA once i have it.

    Regards,
    Hitesh
    nora_soza
    Helper ⭐️
    September 6, 2017
    Thanks Hitesh -- Some broad sweeping thoughts.

    Similar to copilot -- allow customization on From Name, From Email, Reply to Email

    Designate a set of 'approved list of send from email addresses'. A CSM wouldn't be able to put anyone's email address in, but could choose from a list of available options. That way an email address could be exposed for a certain time -- like maternity/paternity  leave, but then removed once the mom/dad returns. 

    Permissions to 'approved send from lists' could be controlled by User, Role, and/or Profile.

    I think a combination of the above would be perfect to protect against risk.