Once you have created and set up support emails for your Freshchat account, you can configure advanced email settings to customize your support email setup.
For example, you can customize your email replies to reflect your brand. Let your agents choose their own name as the sender's name to give the conversation a personal touch. You can also configure contacts to be automatically created based on the reply-to address or the original sender in case of forwarded emails.
To view the advanced email settings:
- Log in as an Administrator.
- Go to Admin Settings > Channels > Support Email.
- Click Advanced Settings.
The various advanced email settings you can configure are:
| Settings | Description |
|---|---|
| Configure DKIM | DKIM plays a crucial role in enhancing email security, establishing sender legitimacy, and ensuring better email deliverability by reducing the chances of emails being marked as spam or phishing attempts. You can use this option to digitally sign emails with your domain name and build your brand identity in all your communication with customers. This ensures that no one can send emails impersonating your organization and support emails sent by Freshchat on your behalf are not marked as spam. For more information, see Verifying Your Email Domains. |
| Email reply template | Choose a pre-filled reply template and use it to instantly respond to your customers on the reply editor. For information on creating reply templates, see Canned Responses in Freshchat. |
| Use agent names in replies | Enable this option to allow agents to use their names in conversation replies and outbound emails. If enabled, the agent’s name will be automatically prefilled in the “From” field. If disabled, the “From” field will only have the support email address. |
| For forwarded emails, use original sender as requester | When an agent forwards an email from their agent mailbox to Freshchat, the conversations will be created under the original sender’s name. If disabled, the requester will be marked as the requester. |