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I am new to Fresh Chat.  Evaluating the product in a trial period.  I have one of our company e-mail addressed integrated into Fresh Chat -- forwarder setup per instructions.  However, I notice when receiving those messages in Fresh Chat that the FROM e-mail address that is coming into Fresh Chat is our e-mail address and not the e-mail address of the actual sender.  I see same behavior when someone submits a request on our website with our Gravity Form.

Is it possible to configure Fresh Chat so e-mail messages can be responded to directly inside Fresh Chat without having to copy and paste the original sender’s e-mail address into Fresh Chat?

Hi there,

 

Greetings! Srikanth here from FreshChat support.

Basically, when the forwarding rules is setup is successful in your ESP and the domain verification is complete, then ideally the from address will be from sender’s actual address.

This could happen if the forwarding rules setup is done incorrectly or may if there is a external application involves which is not passing the correct address to FreshChat which we can investigate or domain verification is pending

Could you please let me know if the issue is resolved or requires troubleshooting?

If yes, please share the following details to support@freshchat.com such that we will analyse the issue accordingly

Required details:

  1. Sample conversation URL where the issue is happening
  2. Complete page screenshot of the forwarding rules setup from your ESP
  3. Complete page screenshot of your conversation where the address is different
  4. Complete page screenshot by navigating to Admin settings >Support Email > Configure > Take complete page screenshot

Thank you.

Warm Regards,
Srikanth
Product Specialist
FreshChat support

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