If a customer contacts you through a custom email address you've set up, e.g. [email protected], your teammate replies can automatically come from [email protected] when you set your reply address to match the inbound address.

Get started

In order for this work, you must have:

Set up, verified and authenticated custom domains & addresses.
Set up email forwarding for the default address you choose.

Once you've done the steps above, go to Settings > Email > Email settings.

Scroll down to "Reply addresses" and select Inbound address to send replies from the same address inbound emails are sent to.

Then set a default email address and select the verified custom address customers contact you through, e.g. [email protected], or choose a default address per brand.

Note:

This email address must be verified and domain authenticated before it can be selected.
When you turn this setting on, teammate replies will be sent from the inbound address selected, however it will also show the teammates name. It will appear as "Teammate name from Company name <inbound email address>".

FAQs

What is the "From" address when a conversation starts in Messenger first, then goes to email?

The "From" address will be the default reply address selected in Settings > Email > Email settings.

Where will email notifications come from?

Email notifications are sent from the default reply address selected in Settings > Email > Email settings.

What is the "From" address when teammates start a new conversation?

By default, for 1:1 conversations sent from the Inbox - it is the default reply address selected in Settings > Email > Email settings. For mass outbound conversations, it is the address the teammate signed up with. However, teammates can still choose from any of the verified custom addresses set up from the sender address dropdown while composing an outbound email.

Source:https://www.intercom.com/help/en/articles/6288581-send-replies-from-the-address-inbound-emails-are-sent-to