Sending Priority - From Name & Address

Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it for manual emails, automated emails, and workflows. Heads up Workflows are now live in all accounts. You can do everything Triggers and Campaigns do — and more — all in one builder. What You’ll Learn Which sender email gets used when you send to a lead — manual vs automated, assigned vs unassigned — and the priority order each one follows. Then a tour of every place you can configure the sender email: Conversations, Email Templates, Bulk Send, Workflow settings, and Workflow Send Email actions. 1 ## Which Sender Email Should the Leads Be Receiving Emails From? The sender email a contact sees depends on (a) whether the email is manual or automated, and (b) whether the contact is assigned to a user. Use the priority table below as the canonical reference. | Email Type | Sender source | Unassigned Contact | Assigned Contact | | --- | --- | --- | --- | | Manual Emails | Logged-in user email | 1st priority | 1st priority | | Location email | N/A | N/A | | Assigned user email | N/A | N/A | | Agency email | N/A | N/A | | Automated Emails | Campaign / workflow settings | 1st priority | 1st priority | | Assigned user email | N/A | 2nd priority | | Location email | 2nd priority | 3rd priority | | Agency email | 3rd priority | 4th priority | | Review Request Emails | Always uses the logged-in user email as the sender. | | Appointment Confirmation Emails (Calendar Settings → 3. Confirmation) | Uses do-not-reply@replies.domain.com based on the Mailgun subdomain set up for the location, or the SMTP integrated email if one is connected. | If you are using Mailgun or LC Email, the Business email is used as the sender if the lead is not assigned: 2 ## How to Check If Contacts Are Assigned or Unassigned Step 1 Search for the contact in the Smart Lists tab Open Contacts → Smart Lists and locate the contact you want to check. Step 2 Open Conversations and view contact details Open Conversations and click the icon on the right to view the contact’s details panel. Step 3 Review the assigned user In the details panel, check the Assigned User field. A populated value means the contact is assigned; a blank value means it’s unassigned. Configuration Guide Where to Configure the Sender Email Five surfaces, one for each way your contacts receive email. 3 ## Manual Email — The Conversation Tab When you send a one-off email from the Conversation tab, the From address defaults to your logged-in user email: 4 ## Automated Email — Email Templates Navigate to Marketing → Emails → Templates → + New to start a new template. 5 ## Automated Email — Bulk Action: Send Email Step 1 Open Bulk Send Email Go to Contacts → Smart Lists, select the contacts you want to email, then click Send Email. Step 2 Set the From Name and From Email In the bulk-send dialog, fill in the From Name and From Email. These override the default sender for this send. 6 ## Automated Email — Workflow Settings Step 1 Open Workflows Go to Automation → Workflows and click Create Workflow. Step 2 Start from scratch Choose Start from scratch and click Create new workflow. Step 3 Configure the sender address In the workflow builder, click Settings → Configure Sender Address to set the From details for every email this workflow sends. 7 ## Automated Email — Workflow Send Email Action Step 1 Add a Send Email action Click the + button in your workflow and select Send Email. Step 2 Set From Name and From Email Inside the action, fill in the From Name and From Email. These take precedence over the workflow-level sender address. 8 ## Frequently Asked Questions Q: Why is the From email for Outlook always long and strange? This is how Outlook displays sender information when the underlying envelope sender doesn’t match the visible From address. If you send the same email to a Gmail address, the sender shows correctly. Learn how to hide “sent by” information in Outlook. Q: How do I remove the “via” information shown in Gmail? Use a sender email domain that matches the Mailgun domain set up for the location. When the From domain doesn’t match the SPF/DKIM-aligned sending domain, Gmail surfaces the “via” notice. Learn more about extra info next to the sender’s name. Q: What happens if my workflow has both a Configure Sender Address and a Send Email action with its own From details? The Send Email action’s own From Name and From Email take precedence. The workflow-level Configure Sender Address acts as a fallback for any Send Email action that doesn’t specify its own sender. Q: My contact is unassigned and I’m running an automated campaign — which email gets used? For unassigned contacts on an automated send, the priority is: Campaign / workflow settings → Location email → Agency email. The first non-empty value wins. If your workflow has a configured sender, that’s what your contact sees. Q: Can I use the assigned user’s email as the From for manual emails? Manual emails always use the logged-in user’s email — that’s the user actually typing the message. To make the assigned user the sender, ask them to log in and send the email themselves, or switch to an automated workflow where the assigned user email moves up the priority list. Q: Why are Review Request emails always from the logged-in user, not the campaign sender? Review Requests are deliberately sender-locked to the logged-in user so the recipient sees a personal, recognisable name from the team — review prompts perform measurably better with a known sender than with a brand alias. Q: Where do appointment confirmation emails come from, and can I change the sender? Appointment confirmation emails (configured under Calendar Settings → 3. Confirmation) use a system address based on the Mailgun subdomain set up for the location, or the SMTP integrated email if one is connected. If you need a different sender, connect an SMTP integration so it overrides the default. Was this article helpful? That’s Great! Thank you for your feedback Sorry! 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