An email alias is an alternate email address of your primary email account. This will be the default reply-to email address that will show up when your customers reply to your emails. Ensure that customer replies also reach the incoming server that you have connected for us to read these emails.


For example, if your primary email address is support@acme.com, you can create an email alias as reply@acme.com. 


Once aliases are configured and verified, agents will see the original email address (support@acme.com) as the From address while replying to emails from the Conversation Inbox. Your customers will still see the primary email (support@acme.com) as the sender. However, when they respond, they will be forwarded to “reply@acme.com” as this is the reply-to address. 


When to use an email alias?

You can use email aliases for multiple use cases or roles. For example, if you have a small business and manage various roles or departments, you can create email aliases for different categories, such as billing@acme.com, info@acme.com, or sales@acme.com. All emails received on the aliases must be forwarded to the primary email address support@acme.com for us to show them inside Freshchat.


Note: The email alias must be verified and authenticated before it is used as “reply-to” address.


User requirements: Ensure that you have admin access in Freshchat.

Add support email alias

You can add an email alias when you configure a new support email or an existing email address. 


To add an email alias:

  1. Log in to Go to Admin Settings > Channels > Support Email. 
  2. Click on the configure button icon next to the email to which you want to add an email alias. If you have not configured any support email, you can configure a new support email and then add an alias.
  3. Add your email alias and click Save.

To verify email alias:

  1. After saving your email alias, click Verify on the Email list page.
  2. You will receive a verification link in your email. Click on the link to complete the verification. Once verified, the email status changes to verified and will be used as the “Reply-to” address.
Notes: 

  • Until your email alias is verified, your primary email will be used as the “Reply-to” email address.
  • If you use the Freshworks email server, ensure to set up forwarding to Freshworks email to receive incoming emails inside Freshchat.
  • If you use Microsoft Office 365 mail server, ensure your customer replies are reaching the connected incoming email box.