Configure Inboxes to have a default “from” phone number, social account, or email address automatically selected when an Agent initiates a Conversation from an Inbox. Setting a default will not only save Agents a few clicks by automatically defaulting to a preferred “from” email address/account/number, but it could also better streamline Customer replies to the correct Inbox.
Note – Outbound address behavior without a default setup
If there’s no default configured for the Inbox, (e.g., a default email address for outbound emails), Gladly will use the last email address the customer last emailed in a Conversation. If neither of those conditions is met, it will pick the email address associated with the Inbox. If the Inbox doesn’t have an email address, Gladly will just pick the first email address of all configured email addresses.
- Click
on the top left corner of the screen. - Click Settings.
- Under the Orchestration category, click Inboxes. The Inboxes page will show you a list of Inboxes you currently have.
- Hover over the Inbox you want to change the default “from” option for then click .
- Scroll down to the Default ‘from’ contact address section.
- Under the Channel you want to set a default “from” option, click the drop-down list, and make a selection. Select None for Channels you don’t support.
- Click Save.
on the top left corner of the screen.
.
At this point, new Conversations initiated by the Agent will use the default “from” option for the Inbox. Open Conversations will not change to the new default “from” number, account, or email address. Agents can still change the “from” option before sending a reply.
Emails sent to an address not configured as an Inbox default #
For emails received in an Inbox and an auto-reply is sent out, the auto-reply sent will show the email address the Customer emailed to, not necessarily the default “from” address configured for the Inbox.
Inboxes with no default ‘From’ option selected #
When Agents make a call or send a message from an Inbox without a default configured, the default “from” address, account, or number selected will be random. We recommend setting a default “from” option for all Inboxes.
For emails, when sending an email from a Conversation in an Inbox that doesn’t have a Default Email Address configured, Agents must manually select the From email address to use for the email.
