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:
- Sample conversation URL where the issue is happening
- Complete page screenshot of the forwarding rules setup from your ESP
- Complete page screenshot of your conversation where the address is different
- Complete page screenshot by navigating to Admin settings >Support Email > Configure > Take complete page screenshot
Thank you.
Warm Regards,
Srikanth
Product Specialist
FreshChat support
