How to set your outbound mailbox/email address using the assigned group

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When you set up an outbound mailbox, you set the "From" address that your customer will see the emails coming from. You may want to use groups to determine which outbound mailbox to use. This article will describe how to use groups to set your outbound mailbox.

1. Create your group at Admin→Team→Groups:


2. Create an Outbound Mailbox with the FROM and REPLY TO Address(es) that you want to use at Admin→Channels→Email→Outbound Email:



3. Create an Outbound Interaction rule to assign the Outbound Mailbox Based on the selected Group at Admin→Cases→Rules→Outbound Interaction. Make sure to create it as an Email only rule.



Create the same rule for the Sales Group.

That's it! All you need to do now is set the respective group for the case and send your response. The outbound interaction rule will set the appropriate mailbox based on the selected group.