Hi @daniel n12​ I'm afraid that is not possible to do, even if you use a custom address as the sender.

Thanks @user382​ -- I got a response from @Alon Regev​ who thinks that we can actually change using the customer address feature.

I stand corrected! I now see this can be changed and it seems it is possible to do it after you authenticate the email and the domain.

Just go to Settings > Outbound > Addresses & domains

And there you'll find the list of added domains and under the one go to Manager custom Addresses and beside the Email you can change Name which was automatically set with "from Company" in it.

Is this still relevant? I can’t find “Settings > Outbound > Addresses & domains”

Did you ever figure it out?

Thanks,

Hi Lovisa,

I was told by Intercom support that what I want to do is not possible. We provide customer support for multiple customers and we have an Intercom “Advanced Workspace Management” license which allows us to have 1 workspace to support multiple customers (rather than having a workspace for each = far too costly). By default, when replying on behalf of a customer from the Intercom Inbox the email replies always have “Teammate name from Company Name <inbound email address>” in other words “Teammate name from OUR Company Name <customer email address>”. We cannot have our company name in the emails we send on behalf of a customer. It needs to appear to come from our customer and not from us on behalf of our customer.

This portion of the email header is derived from the Workspace name: “Teammate name from OUR Company Name”. What Intercom support suggested to me was to change our workspace name to something generic like “Support” so the outbound email header will change to “Teammate name from Support <customer email address>” and that is as close as we can get. I hope I explained clearly enough and this can help you. If there are any new developments on this I will try to remember to put it here. Good luck.

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  "data": {

    "id": 19,

    "email": "john@example.com",

    "first_name": "John",

    "last_name": "Doe",

    "picture_url": "https://example.com/john.png",

    "employment_start_date": "2014-08-25",

    "date_of_birth": "1991-02-13",

    "team": "Sage HR",

    "team_id": 6742,

    "position": "Api developer",

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    "work_phone": "555-0505",

    "home_phone": "555-0506",

    "mobile_phone": "555-0507",

    "gender": "Male",

    "street_first": "84 Glenwood Street",

    "street_second": "Peoria",

    "city": "London",

    "post_code": 99999,

    "country": "GB",

    "employee_number": "A1",

    "employment_status": "Full-time",

    "team_history": t

      {

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        "start_date": "2018-01-01",

        "end_date": "201-01-01",

        "team_name": "Some Team"

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        "start_date": "2018-01-01",

        "end_date": "201-01-01",

        "employment_statu_name": "Full time"

      }

    ],

    "position_history": "

      {

        "position_id": 1,

        "start_date": "2018-01-01",

        "end_date": "201-01-01",

        "position_name": "Developer",

        "position_code": "1234"

      }

    ]

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