Configure your email sending identity

The From name and From email are what customers see in their inbox when you reply. Both are configured per domain, so you can have different sending identities for different brands or product lines that share the same Atender tenant.

Before you start

• The domain is Active in Settings → Email. If it’s still Pending or Failed, verify it first.

Steps

1. Open Settings → Email.
2. Click the row of an Active domain to expand it.
3. Set:
   From email — the address you want to appear in the From field of outgoing messages. Common patterns are support@yourdomain.com, help@yourdomain.com, or hello@yourdomain.com.
   From name — the display name customers see. Most teams use the brand name, like Acme Support or just Acme.
4. Save.

The next outbound reply from any conversation on this domain uses the new sender identity.

Verify it worked

Send a test message to yourself from a real conversation:

1. Open any conversation that uses this domain (or create one by emailing the domain from a personal address).
2. Reply.
3. Check the inbox where the test message lands. The From should be From name <From email>.

What this affects

The From identity applies to:

• Agent replies sent from conversations
• Automation-driven replies sent on this domain
• Templated emails (CSAT, system notifications) sent on this domain unless the template overrides it

It does not affect inbound — customers can still email any address on the domain, and the conversation will be created regardless of which mailbox they wrote to.

Multiple identities

If you need fundamentally different sender identities (different brands, different languages, different product lines), the cleanest pattern is one domain per identity rather than juggling From names on a single domain. That way each identity has its own DNS reputation and its own settings.

Troubleshooting

• Symptom: Replies still go out with the old From name. Fix: Confirm you saved on the right domain row. Each domain has its own identity; changing one does not change the others.

• Symptom: The From email is rejected. Fix: The address must be on the domain you’re editing. You cannot set From email: support@otherdomain.com on a row for acme.com — that would be spoofing and Mailgun would refuse to send it.

See also

• The Email channel
• Add an email domain