Change From Address in Email Workflow

Knowledge Hub
1

Hello support team

We intend to use a defined email address in the workflow for Auto Acknowledgement different from the used Alias. Please how can we achieve this? Will really appreciate your feedback soonest. Thanks.

2

Hi Team,

Currently we do not have any functionality to use any other alias in workflow for auto acknowledgement as well as auto replies.
Auto-acknowledgement will always be sent from alias to which customer sends an email. We don’t have any setting as of now which can make this configurable.

1 Like
3

Hello Ankit,

Thanks for your mail. That’s exactly what we actually expect. To give a little overview of the structure setup in eGain.

Auto forwarding was done from A@email.com to B@email.com and B@email.com was setup in eGain workflow and retriever. This is because eGain retrieves content and deletes it from the source and Customers are not comfortable with that.

Use Case

A Customer sends an email to A@email.com, it is auto forwarded to B@email.com, eGain retrieves it and auto Acknowledgement is sent to customer from B@email.com, what is expected is A@email.com.

Kindly advice.

4

Hi Ose,

In order to look into this use case we need few details:

  1. How auto-forwarding was done, could you please share the details of workflows that were created for this use case(Start Node---->Connecting Node---->End Node, etc…)
  2. The Mail was auto-forwarded to the same department alias or other department alias?