6.2 Email Sending Configuration (From Address/Name, Replies)

It's important to control how your emails appear to recipients (your branding and identity) and how replies are handled to ensure they come back into Close Master's Conversations inbox.

• Sender Address ('From' Email): This is the email address the recipient sees in the "From" field of the email. Consistency and using an authenticated domain are key.
  • Manual Emails (Sent from Conversations): When you compose an email directly within the Conversations tab:
    • It often defaults to the Email Address listed in your individual User Profile (Settings → My Profile).
    • OR, if you have enabled 2-Way Email Sync (See 2.10) with your Gmail/Outlook account, it might default to using that synced address.
    • You might have a dropdown menu allowing you to select from other verified sending addresses associated with the account.
  • Automated Emails (Sent via Workflows or Campaigns): The "From" address used is determined by this priority:
    1. Highest Priority: An explicit From Email address set directly within the specific Workflow 'Send Email' action settings or within the specific Email Campaign settings. You define it per action/campaign.
    2. Fallback: If no specific "From Email" is set in the workflow/campaign, it typically defaults to the main Business Email address configured in your account's central profile: Settings → Business Profile → General Info.
  • CRUCIAL Deliverability Best Practice: To maximize deliverability and comply with authentication standards, always use a "From" email address whose domain matches your authenticated Dedicated Sending Domain (See 6.1, 6.4, 22.6). For example, if you authenticated mail.youragency.com, use addresses like agent.name@youragency.com, updates@youragency.com, or potentially info@mail.youragency.com. Configure your User Profile email and the main Business Profile email accordingly. Avoid sending business emails from free domains (@gmail.com, @aol.com, etc.).
• Sender Name ('From' Name): This is the name displayed to the recipient alongside the "From" email address (e.g., "Jane Doe - Your Agency Name", "The Close Agency Team", "Property Updates").
  • Configuration: You can usually set the From Name explicitly within the settings of each Workflow 'Send Email' action or Email Campaign.
  • Defaults: If not set explicitly, it might default to your User Profile name (for manual sends from Conversations) or potentially the Friendly Name set in Settings → Business Profile. Use a name that is easily recognizable and professional.
• Reply & Forward Settings (Affects LC Email / potentially Mailgun/SendGrid): These settings, typically found under Settings → Email Services → Reply & Forward Settings tab (or similar), control where replies and forwarded emails go. Configure carefully:
  • Forwarding Address: Enter one or more email addresses here if you want copies of incoming email replies (that are already coming into Close Master Conversations) to also be forwarded to an external inbox (e.g., a central admin mailbox).
  • Reply Address (Use With Extreme Caution!): If you enter an email address in this field, replies to emails sent from Close Master will be routed directly to this external inbox INSTEAD OF coming into the Close Master Conversations inbox. This breaks the unified conversation history within Close Master and is generally not recommended unless you have a very specific reason and understand the consequences. Leave blank for replies to come into Conversations.
  • BCC Emails: Automatically send a Blind Carbon Copy (BCC) of all outgoing emails sent from the account to the email address(es) listed here. Useful for compliance archiving or monitoring purposes.
  • Forward to Assigned User: If this toggle is ON, incoming email replies will be forwarded not only to Conversations but also as a copy to the external email inbox of the User who is assigned as the Owner of that specific Contact.
  • Enable Reply Tracking: This setting is primarily relevant if using a Generic SMTP connection (like Gmail/Outlook, which is not recommended for bulk sending). If using Generic SMTP, this toggle usually MUST be ON for the system to attempt to track replies and pull them back into Conversations. If using LC Email or integrated Mailgun/SendGrid, this toggle is often unnecessary or should be OFF.