function readOnly(count){ }
Sign Up ›
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
Learn More

Browse by Topic
ShowAll Questionssorted byDate Posted
+ Start a Discussion
Raghava Gupta Gokavarapu (IT SuppoRaghava Gupta Gokavarapu (IT Suppo 

Displaying wrong From email address while replying email

when a customer sends emails to 2 different groups, then when an agent tries to reply then defaults to picking 1st mail id from the "To address" as default "From Address", Now agent requests irrespective  "To address" they want their group's mailbox.

 
Shri RajShri Raj
It sounds like you are experiencing an issue where the default "From" email address is being selected incorrectly when agents reply to customer emails, even though they want to use a specific group mailbox as the "From" address.
To change the default "From" address when replying to customer emails, you can follow these steps:
In Salesforce, navigate to the "Setup" menu and select "Email Administration" > "Email-to-Case".
Locate the "Routing Addresses" section and find the group mailbox that you want to use as the default "From" address.
Click the "Edit" link next to the group mailbox, and then select the checkbox labeled "Use as default 'From' address on email replies".
Click "Save" to save the changes.
Once you have completed these steps, the group mailbox that you selected should be used as the default "From" address when agents reply to customer emails, regardless of the "To" address that the email was originally sent to.
If you have multiple group mailboxes that you want to use as default "From" addresses, you can repeat these steps for each mailbox.