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Email Configuration

The Email Configuration card allows you to choose which email addresses will be used as your helpdesk inboxes and who should be notified about deliverability issues.

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Selecting helpdesk emails

Under Helpdesk email address, you can configure one or more email addresses to receive support tickets.
1

Add an email row

Click Add email to add a new email row. Each row presents a dropdown of your available email addresses.
2

Select an email address

Choose an email address from the dropdown. Emails from every domain are listed; ones with DNS problems appear disabled with an issue indicator. Once you pick an email in one row, that option becomes disabled in the other rows’ dropdowns.
3

Review email status

Each selected email is checked for three things:
  • Forwarding - Whether email forwarding is enabled
  • DKIM - Whether DKIM authentication is configured on the domain
  • SPF - Whether SPF records are configured on the domain
All three must pass for the email to function correctly. An email that fails any of them shows a warning badge with the number of issues.
4

Save

Click Save to apply your email configuration.
Emails missing any of the three requirements (Forwarding, DKIM, SPF) display a badge showing the number of issues. Hover over it to see which checks are failing. Resolve these in your domain’s DNS settings before using the email for helpdesk support.

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Removing an email

Click the × next to any email row to remove it, including the last one. If no email is configured, outgoing replies fall back to the auto-generated agent address.

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Deliverability alert contact

Configure which team member receives notifications when outgoing helpdesk emails fail to deliver.
  1. Open the Deliverability alert contact dropdown.
  2. Select a team member from your account’s member list.
  3. Click Save.
The selected contact will receive alerts when emails bounce or encounter delivery issues.
The deliverability alert contact is optional. If not set, no notifications will be sent for failed deliveries.

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Validation rules

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Display Name

The Display Name setting controls what recipients see in the From field of emails sent from your helpdesk. This helps establish trust and brand recognition with your customers.

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Auto mode

Automatically use support associate’s name uses the name of the support associate who responds to the ticket. Each outgoing email will show the actual agent’s name, creating a more personal support experience. For example, if agent “Sarah Johnson” responds to a ticket, the email appears as:
Automatic is the default and recommended for teams that want a personal touch in customer communications.

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Custom mode

Use custom name uses a fixed name you specify for all outgoing emails, regardless of which agent responds. This is useful for maintaining a consistent brand identity across all support communications. For example, if you set the custom name to “Acme Support”:
When selecting custom mode, a text input appears where you enter the desired display name. The name cannot be empty.

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Changing the display name

  1. Select either Automatically use support associate’s name or Use custom name.
  2. If you chose a custom name, enter it in the text field that appears.
  3. Click Save to apply.
Changes to the display name take effect on all future outgoing emails. Previously sent emails are not affected.

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Email Signature

The Signature card lets you create a rich-text signature that is automatically appended to the bottom of every outgoing helpdesk email, including those sent by the AI agent.

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Creating a signature

  1. Open the Signature card on the email settings page.
  2. Use the rich-text editor to compose your signature. The toolbar offers text styles, bold, italic, underline, strikethrough, numbered and bulleted lists, links, and emoji.
  3. Click Save to apply.

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Signature behavior

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Editing or removing a signature

  • Edit: Modify the content in the rich-text editor and click Save.
  • Remove: Clear all content from the editor and click Save. An empty signature produces no signature block at send time.
Keep signatures concise. Long signatures can push the actual email content out of the visible area on mobile devices.

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Preview

The last card on the page is a live preview of an outgoing email. It shows the From line as recipients will see it (your display name followed by the selected helpdesk address), a placeholder recipient, placeholder body text, your signature if you have saved one, and the Powered by Chatbase footer.
The preview uses placeholders when configuration is incomplete: chatbase@mail.com for a missing subdomain, and “Support Associate” for the automatic display name. Real emails always use your subdomain and the responding agent’s name.
The Powered by Chatbase footer can be removed with the white-label add-on. See Pricing.