In LiveAgent, administrators have the option to allow chosen outgoing email accounts for each department separately, allowing agents to reply to tickets using only selected email addresses, or force replying to tickets in a specific department only from one particular outgoing email account. This ability to set up multiple outgoing email accounts can be accessed in Configuration > Departments, followed by clicking on the selected department name.
General configuration
In this section, regarding the email accounts, you can define the outgoing email account from which email notifications regarding this department will be sent. To select the outgoing email account for notifications sending, click on the "Edit notifications" button in the selected department's configuration window. Further info & details on the general functionalities of the Departments feature can be found in this article.
Emails configuration
In this section, you can select the following outgoing email accounts for the department:
Pre-selected email accounts used for ticket answers - this setting specifies the outgoing email account that will be pre-selected when sending the first response to a ticket that is replied by email and that was not created from a fetched email (ticket created by a note, chat, call, contact form submit, etc.), and also for new tickets created by agents via the "Send an email" function.
Tickets created from fetched emails pre-select for their first reply the outgoing email account that is set up as the default sender of the incoming email account to which the email has been sent.Once there is an email message in the ticket, either from any agent or from the customer, the outgoing email account to reply it will be selected based on the "Pre-selected the same outgoing email account also for next answer in ticket" checkbox being active or not.
- Pre-selected the same outgoing email account also for next answer in ticket - this setting determines the outgoing email account used for replying to tickets that contain an email message:
- If inactive: The outgoing email account used for the last email sent to the customer will be used also for the agent's next reply.
If active: The outgoing email account specified as the "Pre-selected email accounts used for ticket answers" is always selected for the agent's replies.
By activating this option, you can force agents to always reply to tickets using the same pre-selected outgoing email account, including the first reply, regardless of the ticket's initial source.
Available Outgoing Email Accounts - this list allows administrators to select which additional outgoing email accounts can agents use when replying to tickets in the department. Agents can still reply from email accounts specified in the "Pre-selected email accounts used for ticket answers" setting and automatically populated via the inactive "Pre-selected the same outgoing email account also for next answer in ticket" setting even if they are not allowed in this list.
The allowed email accounts are only applicable if agents are permitted to modify the From address of their replies. The "From address modification" setting can be activated in Configuration > Email > Email settings.