When you have received a response from a customer via the system, you can reply directly back to the customer to close the feedback loop. When you respond, the email that is sent will come from a standard address that can be configured for your organization. This address can either be with your own domain name if you have set up support for it in the system, otherwise, a standard address from Quicksearch can be used.
The sender address can be configured by your administrator in the web portal under Settings / Notifications.
If the customer replies back, the response will be sent to the reply-to address included in the email. This is the address of the user who responded to the customer.
The workflow is as follows:
1. You can respond to a customer via the portal where you have the option to use predefined smart templates to respond easily.
2. The customer receives the response in their email inbox from a sender address that works with spam filters (SPF & DKIM).
3. If the customer replies back, that response goes directly to the person who sent the message to them.