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. Open the email channel settings for the channel you want to update.
3. Check the channel’s inbound email prefix. This is the local part of the address customers can write to, such as support in support@yourdomain.com.
4. Set:
   From name — the display name customers see. Most teams use the brand name, like Acme Support or just Acme.
   Outgoing email prefix — optional. This controls the local part used in the From address for outgoing replies.
   Leave it blank to send from the same prefix the channel receives on.
   Set a different prefix to send from that local part while the channel can still receive on the original inbound address.
5. Save.

For example, if the channel receives email at help@yourdomain.com and Outgoing email prefix is blank, replies are sent from help@yourdomain.com. If you set Outgoing email prefix to support, replies are sent from support@yourdomain.com while the channel can still receive messages sent to help@yourdomain.com.

The next outbound reply from any conversation on this channel 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 email channel (or create one by emailing the channel’s inbound address from a personal address).
2. Reply.
3. Check the inbox where the test message lands. The From should show the configured From name and the expected outbound address.
4. Reply to the test email from your personal inbox.
5. Confirm the reply routes back into the same Atender channel.

This verifies both sides of the identity: the visible From address customers see, and the reply path back into Atender.

What this affects

The From identity applies to:

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

It does not change the channel’s inbound address. Customers can still email the original inbound address, and the conversation will be created on the same channel. If you set a different Outgoing email prefix, customers can also reply to that outbound address and their replies will route back into the same channel.

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 the settings on the right email channel. Each channel has its own identity; changing one does not change the others.

• Symptom: Replies are sent from the inbound address instead of the address you expected. Fix: Check Outgoing email prefix in the channel settings. If it’s blank, Atender uses the inbound email prefix for outgoing replies. Set Outgoing email prefix to the local part you want customers to see in the From address.

• Symptom: Customers can receive your reply, but their replies do not appear in the same channel. Fix: Send a test reply to the outbound address and confirm it routes back into Atender. If it does not, verify that the domain is Active and that the outgoing address uses the same domain as the email channel.

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

See also

• The Email channel
• Add an email domain