Several support inboxes
Several support inboxes
Give each support address (support@, billing@, another brand’s help@) its own brand, name and signature.
If you receive support e-mail on more than one address, add each one under Trust & controls → Support inboxes. When an e-mail arrives, TR-AI looks at the address the customer wrote to and answers as that inbox: its brand (voice and knowledge sources), display name and signature. The response to your mail service includes replyFrom — the address to send the reply from.
Tips & tricks
- Your mail forwarding must pass the original “To” address (the to or recipient field) so the inbox can be recognised.
- Link a brand to each inbox for different products; leave it on the default brand for departments of the same company.
- Disable an inbox instead of deleting it if you only pause an address — e-mail to it then uses your default identity.