Hi there
I've tried to investigate this but I haven't been able to find any answers- hoping someone can give me some insight.
An email enters a call centre queue. When an agent responds to the email, the sender address is automatically populated with the user's email address. Is there any way to change this so that the sender address is populated with a different generic email address or the mailbox associated with the queue? The issue is that when agents respond, customers are now able to see the personal address of the agent and therefore, going forward, any new issues that customer may have will be directed straight to the specific user.
Anyone have an answer for this?