Sending Priority - From Name & Address

Modified on: Wed, 6 May, 2026 at 6:06 AM

Email Configuration

Sender Email Priority & Configuration

Understand which sender email your contacts will see — and where to configure it for manual emails, automated emails, and workflows.

Heads up

Workflows are now live in all accounts. You can do everything Triggers and Campaigns do — and more — all in one builder.

What You'll Learn

Which sender email gets used when you send to a lead — manual vs automated, assigned vs unassigned — and the priority order each one follows.

Then a tour of every place you can configure the sender email: Conversations, Email Templates, Bulk Send, Workflow settings, and Workflow Send Email actions.

Table of Contents

Which Sender Email Should the Leads Be Receiving Emails From?

How to Check If Contacts Are Assigned or Unassigned

Manual Email — The Conversation Tab

Automated Email — Email Templates

Automated Email — Bulk Action: Send Email

Automated Email — Workflow Settings

Automated Email — Workflow Send Email Action

Frequently Asked Questions

Which Sender Email Should the Leads Be Receiving Emails From?

The sender email a contact sees depends on (a) whether the email is manual or automated, and (b) whether the contact is assigned to a user. Use the priority table below as the canonical reference.

Email Type	Sender source	Unassigned Contact	Assigned Contact
Manual Emails	Logged-in user email	1st priority	1st priority
	Location email	N/A	N/A
	Assigned user email	N/A	N/A
	Agency email	N/A	N/A
Automated Emails	Campaign / workflow settings	1st priority	1st priority
	Assigned user email	N/A	2nd priority
	Location email	2nd priority	3rd priority
	Agency email	3rd priority	4th priority
Review Request Emails	Always uses the logged-in user email as the sender.
Appointment Confirmation Emails (Calendar Settings → 3. Confirmation)	Uses do-not-reply@replies.domain.com based on the Mailgun subdomain set up for the location, or the SMTP integrated email if one is connected.

Not Sure About SMTP?

Not sure how to connect your SMTP provider? Follow these steps to set it up.

If you are using Mailgun or LC Email, the Business email is used as the sender if the lead is not assigned:

Business email used as sender for unassigned leads when Mailgun or LC Email is active

How to Check If Contacts Are Assigned or Unassigned

Step 1

Search for the contact in the Smart Lists tab

Open Contacts → Smart Lists and locate the contact you want to check.

Step 2

Open Conversations and view contact details

Open Conversations and click the icon on the right to view the contact's details panel.

Open the contact details panel from Conversations

Step 3

Review the assigned user

In the details panel, check the Assigned User field. A populated value means the contact is assigned; a blank value means it's unassigned.

Check the Assigned User field on the contact

Configuration Guide

Where to Configure the Sender Email

Five surfaces, one for each way your contacts receive email.

Manual Email — The Conversation Tab

When you send a one-off email from the Conversation tab, the From address defaults to your logged-in user email:

Conversation tab — From email defaults to the logged-in user email

Two-Way Email Sync

If you have 2-way email sync configured, the From email will show your integrated email instead.

Set up Two-Way Email Sync for Gmail · Set up Two-Way Email Sync for Outlook

Automated Email — Email Templates

Navigate to Marketing → Emails → Templates → + New to start a new template.

Marketing > Emails > Templates > New template

Email template editor where the sender details are set

Automated Email — Bulk Action: Send Email

Step 1

Open Bulk Send Email

Go to Contacts → Smart Lists, select the contacts you want to email, then click Send Email.

Smart Lists with contacts selected — click Send Email

Step 2

Set the From Name and From Email

In the bulk-send dialog, fill in the From Name and From Email. These override the default sender for this send.

From Name and From Email fields in the bulk send dialog

Automated Email — Workflow Settings

Step 1

Open Workflows

Go to Automation → Workflows and click Create Workflow.

Automation > Workflows > Create Workflow

Step 2

Start from scratch

Choose Start from scratch and click Create new workflow.

Step 3

Configure the sender address

In the workflow builder, click Settings → Configure Sender Address to set the From details for every email this workflow sends.

Workflow Settings — Configure Sender Address

Automated Email — Workflow Send Email Action

Step 1

Add a Send Email action

Click the + button in your workflow and select Send Email.

Step 2

Set From Name and From Email

Inside the action, fill in the From Name and From Email. These take precedence over the workflow-level sender address.

From Name and From Email fields inside the Send Email action

Frequently Asked Questions

Q: Why is the From email for Outlook always long and strange?

This is how Outlook displays sender information when the underlying envelope sender doesn't match the visible From address. If you send the same email to a Gmail address, the sender shows correctly. Learn how to hide "sent by" information in Outlook.

Outlook display showing 'sent by' on a sender

Same email rendered in another mail client

Q: How do I remove the "via" information shown in Gmail?

Use a sender email domain that matches the Mailgun domain set up for the location. When the From domain doesn't match the SPF/DKIM-aligned sending domain, Gmail surfaces the "via" notice. Learn more about extra info next to the sender's name.

Q: What happens if my workflow has both a Configure Sender Address and a Send Email action with its own From details?

The Send Email action's own From Name and From Email take precedence. The workflow-level Configure Sender Address acts as a fallback for any Send Email action that doesn't specify its own sender.

Q: My contact is unassigned and I'm running an automated campaign — which email gets used?

For unassigned contacts on an automated send, the priority is: Campaign / workflow settings → Location email → Agency email. The first non-empty value wins. If your workflow has a configured sender, that's what your contact sees.

Q: Can I use the assigned user's email as the From for manual emails?

Manual emails always use the logged-in user's email — that's the user actually typing the message. To make the assigned user the sender, ask them to log in and send the email themselves, or switch to an automated workflow where the assigned user email moves up the priority list.

Q: Why are Review Request emails always from the logged-in user, not the campaign sender?

Review Requests are deliberately sender-locked to the logged-in user so the recipient sees a personal, recognisable name from the team — review prompts perform measurably better with a known sender than with a brand alias.

Q: Where do appointment confirmation emails come from, and can I change the sender?

Appointment confirmation emails (configured under Calendar Settings → 3. Confirmation) use a system address based on the Mailgun subdomain set up for the location, or the SMTP integrated email if one is connected. If you need a different sender, connect an SMTP integration so it overrides the default.

Setting Up SMTP Providers Email Sending Guide: Best Practices & Email Warm Up How to Set Up Two-Way Email Sync for Gmail How to Set Up Two-Way Email Sync for Outlook Using Custom Email Domains with Mailgun SMTP Limitations When Emails Aren't Sending