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Changing the ‘From’ field on Email Responses and Customer Initiated Emails

about 13 years ago | Article no. 2051
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THIS ARTICLE APPLIES TO:

Moxie Channels NetAgent (Email) version 7.0 and later.

PROCESS:

Changing the 'From' field for all emails replied to in Agent Client.

The 'From' information for all emails sent by agents in Agent Client can be standardized by creating a Global Reply Rule. This will make the 'From' information the same for all email responses no matter which agent sends them and no matter which mailbox the email is in when it is replied to.

  • Log on to the Moxie Channels Web Administrator with an administrator account.
  • Click on Email then Global Reply Rules.
  • Click on the Insert button.
  • Create a Name and Description for the new rule.
  • Under Action, click on Add Task button.
  • In the Task drop down, choose the Reply From option under the Reply Options section.
  • Add your desired Email address in the Option field. This is the Email address that will be displayed in the 'From' field for all email responses sent by agents.

    • Changing the 'From' field for all emails replied to in a selected mailbox.

    You can configure a Reply Rule for a Mailbox, on the same lines, if you want to restrict this for a specific mailbox.
  • Log on to the Moxie Channels Web Administrator with an administrator account.
  • Click on Email then Mailboxes.
  • Locate and click on the name of the mailbox for which you wish to standardize the 'From' line information.
  • Click on the Reply Workflow tab.
  • Click on the Insert button.
  • Create a Name and Description for the new rule .
  • Under Action, click on Add Task button.
  • In the Task drop down, choose the Reply From option under the Reply Options section.
  • Add your desired Email address in the Option field. This is the Email address that will be displayed in the 'From' field for all email responses sent by agents from this mailbox only.

    • AFFECTED SYSTEMS & USERS:

    Agents and Administrators.

    ADDITIONAL INFORMATION:

    ESCALATION PROCEDURE:

    If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.