Edit Email Sender Name

Also known as a “friendly name,” it’s the name your email recipients see when receiving emails from your company. For example, recipients can see an email from “Retale Support” instead of “[email protected].”

1. From the Emails settings page, click Email Addresses tab and find the email you’d like to update the sender name for. Clickto the right of the email address, then select Edit configuration.
2. Update the name under the Email Sender Name section and click Save.

Use Agent external name for outbound emails #

Agents can use an External Name to give them a level of anonymity when communicating with Customers. So, if an Agent has an external name and the use of an external name is allowed on the Users page, the following then happens for outbound emails:

• No “friendly name” for email – If an Agent has an external name, the Agent’s External Name is used in addition to the email address (e.g., [email protected]) for outbound emails. Agents with no External Name configured in their Gladly profile default to using the Agent’s name with the email address for outbound emails.
• With “friendly name” for email – If a” friendly name” is configured for an email, an Agent’s profile name and external name are disregarded. Outbound emails continue to show the email address’s friendly name.

Although the outbound email address is displayed regardless of whether the Agent is using an external name, we recommend having friendly names for email addresses to ensure your Customers can easily recognize emails coming from your company, especially if you prefer not to use Agents’ external names or Agent names.

You must activate the use of Agent External Names to apply the behavior described above.