In LiveAgent, you can define outgoing email accounts from which agents are allowed to send replies, separated for every department, or force replying to tickets in a specific department only from one particular outgoing email account. These settings can be found in Configuration > Departments after clicking on the Edit button of the chosen department.
General configuration
This section allows you to add agents into the department and allow them for tickets/chats/calls. The general Departments feature functionality is described in another article. From the email configuration point of view, only the last tab of this section is essential - the Email templates tab. In this tab, you can define an outgoing email account from which notifications to agents will be sent.
Emails configuration
In the following two sections, you can choose outgoing email accounts:
- For the first answer in a ticket pre-select - this setting specifies the pre-selected outgoing email account for the first answer to a ticket that was not created from a fetched email (internal ticket, chat, call, etc.), and also for new tickets. Once there is an email message, either from any agent or from the customer, the outgoing email account used to reply to tickets from this department will be chosen based on the "For next answer in a ticket pre-select" setting.
Tickets created from fetched emails for the first reply populate the outgoing email account that is set up as the default sender of the incoming email account to which the email has been sent.
- For next answer in a ticket pre-select - this setting specifies which outgoing email account will be used to reply to tickets:
- If this option is not active, the outgoing email account from which the last email was sent to the customer will be chosen as the outgoing email account for the next agent's reply.
- If this option is active, the outgoing email account set in the "For the first answer in a ticket pre-select" setting will always be chosen for the next agent's replies. This way, you can force replying to tickets in the department always from the same pre-selected outgoing email account.
- Allowed Outgoing Email Accounts - this setting displays a list where you can choose which outgoing email accounts agents are additionally allowed to use for replying to tickets in this department. Note that agents will be able to reply from outgoing email accounts set up in the "For the first answer in a ticket pre-select" and automatically populated by the non-active "For next answer in a ticket pre-select" settings even if it's not allowed in this list.
This setting is valid only if agents are allowed to modify the From address of their replies. The "From address modification" setting can be activated in Configuration > Email > Email settings.