Email Configuration
The Email Configuration card allows you to choose which email addresses will be used as your help desk inboxes and who should be notified about deliverability issues.Selecting help desk emails
You can configure one or more email addresses to receive support tickets.Add an email row
Click Add email to add a new email row. Each row presents a dropdown of your available verified email addresses.
Select an email address
Choose an email address from the dropdown. Only emails from verified domains are listed. Each email can only be selected once - duplicates are automatically filtered out.
Review email status
Each selected email displays status badges indicating its readiness:
- Forwarding - Whether email forwarding is enabled
- DKIM - Whether DKIM authentication is configured on the domain
- SPF - Whether SPF records are configured on the domain
Removing an email
Click the trash icon next to any email row to remove it. You must have at least one email row present, though it can be empty.Deliverability alert contact
Configure which team member receives notifications when outgoing help desk emails fail to deliver.- Open the Deliverability alert contact dropdown.
- Select a team member from your account’s member list.
- Click Save.
The deliverability alert contact is optional. If not set, no notifications will be sent for failed deliveries.
Validation rules
| Rule | Description |
|---|---|
| Non-empty email rows | Every added email row must have an email selected |
| No duplicates | The same email address cannot be selected in multiple rows |
| DNS requirements | Warnings are shown for emails missing Forwarding, DKIM, or SPF, but saving is still allowed |
Display Name
The Display Name setting controls what recipients see in the From field of emails sent from your help desk. This helps establish trust and brand recognition with your customers.Auto mode
Auto 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:Auto mode is the default and recommended for teams that want a personal touch in customer communications.
Custom mode
Custom 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”:Changing the display name
- Select either Auto or Custom using the radio buttons.
- If Custom is selected, enter the desired display name in the text field.
- Click Save to apply.
Changes to the display name take effect on all future outgoing emails. Previously sent emails are not affected.
Email Signature
The Signature card lets you create a rich-text signature that is automatically appended to the bottom of every outgoing help desk email, including those sent by the AI agent.Creating a signature
- Open the Signature card on the email settings page.
- Use the rich-text editor to compose your signature. The editor supports bold, italic, underlined text, links, and line breaks.
- Click Save to apply.
Signature behavior
| Scenario | Signature applied? |
|---|---|
| AI agent auto-replies | Yes |
| Manual agent replies | Yes |
| No signature content saved | No signature section rendered |
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. When the content is empty, the signature is saved as disabled.
Keep signatures concise. Long signatures can push the actual email content out of the visible area on mobile devices.
Fallback behavior
| Condition | Fallback |
|---|---|
| No emails selected | Uses the auto-generated agent email: agent@{subdomain}.{mail-domain} |
| No subdomain configured | Falls back to chatbase@mail.com |
| Display name set to Auto | Shows “Support Associate” as the placeholder name |