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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.
1Which 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.
If you are using Mailgun or LC Email, the Business email is used as the sender if the lead is not assigned:
Which Sender Email Should the Leads Be Receiving Emails From? (image 1 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Which Sender Email Should the Leads Be Receiving Emails From?" section of "Sending Priority - From Name & Address".This screenshot appears in the "Which Sender Email Should the Leads Be Receiving Emails From?" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 1 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
2How 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.
How to Check If Contacts Are Assigned or Unassigned (image 2 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "How to Check If Contacts Are Assigned or Unassigned" section of "Sending Priority - From Name & Address".This screenshot appears in the "How to Check If Contacts Are Assigned or Unassigned" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 2 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
Step 2
Open Conversations and view contact details
Open Conversations and click the icon on the right to view the contact's details panel.
How to Check If Contacts Are Assigned or Unassigned (image 3 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "How to Check If Contacts Are Assigned or Unassigned" section of "Sending Priority - From Name & Address".This screenshot appears in the "How to Check If Contacts Are Assigned or Unassigned" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 3 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
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.
How to Check If Contacts Are Assigned or Unassigned (image 4 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "How to Check If Contacts Are Assigned or Unassigned" section of "Sending Priority - From Name & Address".This screenshot appears in the "How to Check If Contacts Are Assigned or Unassigned" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 4 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
Configuration Guide
Where to Configure the Sender Email
Five surfaces, one for each way your contacts receive email.
3Manual 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:
Manual Email — The Conversation Tab (image 5 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Manual Email — The Conversation Tab" section of "Sending Priority - From Name & Address".This screenshot appears in the "Manual Email — The Conversation Tab" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 5 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
Two-Way Email Sync
If you have 2-way email sync configured, the From email will show your integrated email instead.
Navigate to Marketing → Emails → Templates → + New to start a new template.
Automated Email — Email Templates (image 6 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Automated Email — Email Templates" section of "Sending Priority - From Name & Address".This screenshot appears in the "Automated Email — Email Templates" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 6 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
Automated Email — Email Templates (image 7 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Automated Email — Email Templates" section of "Sending Priority - From Name & Address".This screenshot appears in the "Automated Email — Email Templates" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 7 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
5Automated 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.
Automated Email — Bulk Action: Send Email (image 8 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Automated Email — Bulk Action: Send Email" section of "Sending Priority - From Name & Address".This screenshot appears in the "Automated Email — Bulk Action: Send Email" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 8 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
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.
Automated Email — Bulk Action: Send Email (image 9 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Automated Email — Bulk Action: Send Email" section of "Sending Priority - From Name & Address".This screenshot appears in the "Automated Email — Bulk Action: Send Email" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 9 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
6Automated Email — Workflow Settings
Step 1
Open Workflows
Go to Automation → Workflows and click Create Workflow.
Automated Email — Workflow Settings (image 10 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Automated Email — Workflow Settings" section of "Sending Priority - From Name & Address".This screenshot appears in the "Automated Email — Workflow Settings" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 10 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
Step 2
Start from scratch
Choose Start from scratch and click Create new workflow.
Automated Email — Workflow Settings (image 11 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Automated Email — Workflow Settings" section of "Sending Priority - From Name & Address".This screenshot appears in the "Automated Email — Workflow Settings" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 11 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
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.
Automated Email — Workflow Settings (image 12 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Automated Email — Workflow Settings" section of "Sending Priority - From Name & Address".This screenshot appears in the "Automated Email — Workflow Settings" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 12 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
7Automated Email — Workflow Send Email Action
Step 1
Add a Send Email action
Click the + button in your workflow and select Send Email.
Automated Email — Workflow Send Email Action (image 13 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Automated Email — Workflow Send Email Action" section of "Sending Priority - From Name & Address".This screenshot appears in the "Automated Email — Workflow Send Email Action" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 13 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
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.
Automated Email — Workflow Send Email Action (image 14 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Automated Email — Workflow Send Email Action" section of "Sending Priority - From Name & Address".This screenshot appears in the "Automated Email — Workflow Send Email Action" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 14 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
8Frequently 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.
Frequently Asked Questions (image 15 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Frequently Asked Questions" section of "Sending Priority - From Name & Address".This screenshot appears in the "Frequently Asked Questions" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 15 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
Frequently Asked Questions (image 16 of 16)What this shows Email Configuration Sender Email Priority & Configuration Understand which sender email your contacts will see — and where to configure it…What this showsIllustrates the "Frequently Asked Questions" section of "Sending Priority - From Name & Address".This screenshot appears in the "Frequently Asked Questions" section of "Sending Priority - From Name & Address". For context, this section explains: 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….Image 16 of 16
Buttons and menus referencedlogged-in user emailContacts → Smart ListsConversationsAssigned UserConversationMarketing → Emails → Templates → + NewSend EmailFrom NameFrom EmailAutomation → WorkflowsCreate WorkflowStart from scratch
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.
