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Configure your email channel to support multiple brands
Configure your email channel to support multiple brands

How to set up multi-brand email in your workspace and customize email signatures per brand.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated yesterday

Ensure customers corresponding with you by email enjoy a consistent brand experience using multi-brand email.

Note: Emails triggered by Customer tickets currently don't support multiple brands.


Set up multi-brand email

First you'll need to make sure you have your brand set up. This is where you assign a default address for your brand.

This ensures that the correct brand is added to email conversations to or from this email address, and your replies will show the correct brand sender e.g. " Beth from Examply ”.

Now go to Settings > Channels > Email > Email settings and set "Reply addresses" to Inbound address.

This ensures that teammate replies to any inbound email will come from the correctly branded email address (as long as the customer has used this brand's email address to contact you).

While domains can be used across multiple brands, each email address can only be connected to one brand. This is especially important to bear in mind where your brands cover different regions / countries or you cater for different languages.

For example:

  • Your brand “Examply” covers the UK and Italy. Your agents correspond with customers predominantly in English for the UK brand and Italian for the Italy brand.

  • You need to display localized email signatures for UK and Italian markets; with separate languages and T&Cs links.

  • You can achieve this by creating two separate email addresses:

Configure brand email signature

You can also configure a specific signature per brand from Settings > Channels > Email > Email settings.

Simply scroll down to "Email signatures" and select Customize default signature.

Use the dropdown to select the brand you want this signature to be used by.

Then select Edit to start customizing the logo, position, size, and text for this brand's email signature.

Remember to click Save once you've finished designing an email signature for your brand.

Note:

  • A signature is automatically created for your brand; if you want no signature simply delete all text associated with the brand signature.

  • It’s not possible to customize the sender name for replies to customer emails. It will always be " Teammate name from Brand name ". For example, an email can’t be sent from “Team Compliance at Examply”.

  • If a teammate edits the "Conversation attributes" from the inbox to select a new brand, this will change the brand of the whole conversation.


FAQs

What happens when an email is sent to multiple brands?

When an inbound email from a customer includes two or more email addresses in the “To,” “CC,” or “BCC” fields, and those addresses represent different brands:

  • Priority is determined by the field order:

    • The brand associated with an email address in the “To” field is prioritized first.

    • If no “To” address matches a brand, the “CC” field is considered next.

  • Resolving multiple email addresses within the same field:

    • If multiple email addresses within the same field (e.g., “To” or “CC”) correspond to different brands, the first email address listed in that field determines the brand.

  • Fallback to the default brand:

    • If none of the email addresses match a brand, this will fallback to the default brand which is your workspace's name.

What happens to multi-brand email if I downgrade my plan?

If you downgrade from a pricing plan that supports multi-brand email to one that does not:

Removal of non-default brands:

  • All non-default brands and their associated settings will be removed from your workspace.

  • Your workspace will only retain one default brand.

Email and Messenger adjustments:

  • Email settings and messenger styles will automatically switch to the default brand.

  • Conversations originally associated with non-default brands will retain their original brand association.

  • If teammates reply to these conversations, the reply will come from the default workspace email address. However, the brand associated with the conversation will not change unless updated by the teammate (at which point it can only be set to the default brand).

Restoring brands after an upgrade:

  • If you upgrade your plan later, you’ll need to re-create any deleted brands.

  • In some cases, we may be able to retrieve deleted brands. Chat to the Support team for assistance.

    • If we restore deleted brands, any email, Help Center, or messenger styles previously linked to those brands will not be restored. You’ll need to reconfigure these settings after upgrading your plan.

Can I delete email addresses?

Yes, you can delete email addresses from your workspace if they are not:

  • Set as the default notification address for the workspace or a brand.

  • Actively used in a series or outbound email ruleset.

Note: If you've used an email address in any inbox conversation (e.g. starting an email conversation from the inbox), you can still delete that email address.

What’s happened to company addresses?

"Company addresses" are now known as "Ignored addresses" which are still generated in the same way that company addresses were:

  • When you set up automatic email forwarding, the address will automatically be added as an ignored address.

  • When an email is sent via automatic forwarding, the address that sent it will automatically be added as an ignored address.

  • When a teammate manually adds an address to the "Ignored addresses" found in Settings > Channels > Email > Email settings.

Does changing the brand in Messenger settings or Inbox conversation attributes affect past conversations?

No, changing the brand in Messenger settings or conversation attributes will only affect future conversations.


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