Based on the configuration set in the Portal, you can now grant permission for an agent to edit the From Address when sending emails to customers.
- Contact Flow: You can control whether an agent can edit the From Address by setting the Agent can edit From Address property to Yes or No. This setting determines if the agent can choose a different From address when composing an email if the option is True.
ou more control over the From Address used in outbound communications, ensuring consistency where needed and flexibility when allowed.
We have enhanced the email routing process. Previously, if a customer replied to an outbound email within 15 days, the system associates the inbound email reply to the original outbound email thread. We have now extended the matching period to 30 days. If the customer replies after 30 days, the inbound email will be considered a new email thread.
For example, if an outbound email is sent from support@company.com, this email is tracked in the system for 30 days. When a customer replies to the email after 20 days, the system associates the customer's inbound email with the original outbound email, despite the 20-day gap. As a result, the inbound email routes to the same service that launched the original outbound email. When an agent reads the inbound email, they see the original outbound email as part of the interaction history.