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How to choose the sender name and email your customers see

Manual emails are sent from your user email; for campaigns, templates, bulk sends and workflows, set the From Name and From Email in each one's settings. Otherwise the email of the contact's assigned user or the business email is used.

Updated on

Before you start

  • For better deliverability, use an address on your business's verified sending domain (for example, hello@yourbusiness.com).
  • If you use your own SMTP, the sender must be the address set up in that service or an alias authorized with your provider.
  • Make sure the business email is filled in under Settings › Business Profile: it's the fallback sender.
Where to find it

Marketing › Emails › campaign or template › From Name / From Email

Step by step

Understand which sender is used

  1. Manual emails (sent from Conversations or a contact's record): always go out from the logged-in user's email. If you connected Gmail or Outlook to your profile, they go out from that address.
  2. Automated emails (campaigns, templates, bulk sends and workflows) use, in this order:
    • the sender set in the campaign, template or workflow itself;
    • the email of the user assigned to the contact, if any;
    • the business email set in Business Profile.

Set the sender on a campaign or template

  1. Open Marketing › Emails and open the campaign or template.
  2. In the email settings, fill in From Name (for example, "Ana from Bright Smile Clinic") and From Email.
  3. Save.

Set the sender on a bulk send

  1. In Contacts, select the contacts (or open one of your Smart Lists) and click Send Email.
  2. In the send window, fill in From Name and From Email. These override the default sender for this send only.

Set the sender on a workflow

  1. Open Automation › Workflows and open the workflow.
  2. In the workflow settings, enter the sender name and email for every email in that workflow.
  3. If you want a different sender for one specific email, open its Send Email action and fill in the sender fields there.
  4. Save and publish.

Tips

  • Use a recognizable name ("Rob from Blue Store") instead of "noreply": it builds trust and reduces spam complaints.
  • To check whether a contact has an assigned user, open the conversation in Conversations and look at the Assigned User field in the details panel.

Common problems

  • Automated emails go out from a teammate's address → The contact is assigned to that user and the campaign or workflow has no sender set. Fill in the sender in the workflow or campaign settings.
  • Emails go out from a generic business address → The contact has no assigned user and you didn't set a sender. Set it in the campaign, template or workflow.
  • With my own SMTP, emails fail when I change the sender → SMTP providers only accept authorized addresses. Use the address set up in your SMTP or create a verified alias with your provider.
  • Emails land in spam after changing the sender → The address must be on the same domain as your verified sending domain. Avoid @gmail.com or @hotmail.com senders.

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