HiI I'm noticing that replies to chats and emails have inconsistent 'from' fields when the replies come via email.
- I followed the directions here: https://www.intercom.com/help/en/articles/182-a-guide-to-sending-email-from-your-own-address/li>
- Everything on our domain (CNAME records, etc) is verified (green)
- We have a custom address set as our default for inbound (success@)
- We've selected the option to 'Use your domain and email addresses' on Settings->Email->Sender email addresses
All of that said, when we conduct tests, sometimes replies are coming from the default email (success@), and sometimes they come from the responder (e.g. mike@).
We've noticed the only time we can reliably have emails sent from the individual (mike@) is when it's an outbound email and Mike specifically chooses mike@ as the sender.
In all other cases -- replies to chats, replies to emails sent to our default inbound (success@) -- the replies come from the domain default (success@).
We'd like all replies to come from the user who replies ( in this example mike@).
Is there something we've misconfigured? Based on this forum thread, I would've expected that what we wanted to have happen was the default: https://forum.intercom.com/s/feed/0D52G000053lYwASAU/p>
Thanks!
-Jeff
If so, disabling the "Map" feature should solve the problem. That happens because when you have this feature enabled, email replies will send from the address your end user contacted you through. However, if this email (eg. mike@) is not listed under "Custom addresses" then Intercom will select the default address as sender (eg. success@). If you have "Map" disabled, all replies will send from the address you logged in to Intercom regardless of the "Custom address" list.