Can I enable personalized email replies for specific agent groups? Follow

Question

Is it possible to turn on personalized email replies for only some of my agent groups?

Answer

Currently, personalized email replies are a system-wide setting and cannot be enabled for specific groups only. However, there is a workaround by specifying a generic alias for each agent within the group. 

  • Enable Personalized email replies from Admin > Channels > Email.
  • Each agent within the group adds a generic name to the alias field on their user profile.

This ensures that the groups who want agent names to appear will appear on email replies, while the agents within the group will have a generic name display as their personalized email reply.

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