Reamaze works best when each staff user/agent is registered and has their own email addresses connected. Each staff user should respond from their own emails to the notifications sent by Reamaze. Reamaze takes care of routing emails properly back to the original customer.
Here's what a potential email lifecycle looks like after forwarding has been set up and staff emails have been added.
Customer Frank sends an email message to your company's email address
Once Frank's email is received, it is forwarded to your Reamaze email channel address
Once Reamaze receives Frank's email, the system sends out a "New Conversation" notification to EACH of the staff members in your Reamaze account. In this case, John, Kelly, and Chris each receive a Reamaze email notification about Frank's email.
Either John, Kelly, or Chris can reply to Frank's email by replying directly on the Reamaze email notification. They can also reply to the conversation on the Reamaze dashboard and/or iOS/Android mobile app. Nobody should reply to Frank's email directly from
Your staff member's reply is collected by Reamaze and any signatures are processed. The message is then sent through Reamaze, or Custom SMTP.
If you're using Custom SMTP, the message is then routed through to your company email address
Finally, the message delivered to Frank
firstname.lastname@example.org. The final email to Frank has a "From" address and name matching the channel preferences (you can also choose to use staff name vs channel name). Any signatures are also appended by Reamaze from the staff's individual signature settings.