Customize the Survey Invitation Message Header

If you want to use a different name and email address for your survey invitation message, such as a branded email address, you can do so by customizing the message header.

By default, Feedback uses the name and email addresses specified in the outgoing email settings of your default Outreach mailbox. By customizing the message header, when a recipient views your invitation message, the name and email addresses defined in the customized header are used instead of those specified in the default Outreach mailbox.

Note: Be sure to regularly monitor mail received by the email addresses specified in your custom message header. If you want replies to your survey invitations to be converted to incidents, your mail administrator must configure SMTP forwarding from that mail account to an account configured in B2C Service. See How Mailboxes Work.

Also note that when an email message cannot be delivered, it usually results in a “bounce” error notification. Bounce notifications are sent to the Envelope From/Bounce Address defined in the outgoing email settings of your Outreach mailbox even if the message header is customized using the following procedure. See Email Bounce Handling.

See also Best Practices for Using Branded Email Domains.

1. From the Invitation Message tab of an open survey, click Edit next to the From field.
   The Customize From and Reply-To Headers window opens.
2. Enter field information.

   Customize From and Reply-To Headers Window

   Field	Description
   Mailbox	Click this drop-down list and select a mailbox to change the mailbox from the default. See Overview of Email Management for complete details and procedures about email handling.
   From	Enter the name and email address that you want the message to appear from in the From text boxes.
   Name	Enter the name you want the message to appear from.
   *Email Address	Enter the email address you want the message to appear from.
   Reply-To	Enter the name and email address that you want the message to reply to in the Reply-To text boxes.
   Name	Enter the name you want to appear as the reply-to address.
   *Email Address	Enter the email address you want to appear as the reply-to address. Note: If you use incidents, the Reply-To Address must match the Envelope From/Bounce Address unless your own mail administrator has set up SMTP forwarding for this address to automatically forward to the Envelope From/Bounce Address in the outgoing emails settings of your mailbox. See Edit Common Outgoing Email Configuration Settings and Answer ID 1272 on our support site.
   Merge Field	Click this icon to add merge fields to the from name and address or reply-to name and address.
   Preview	This section displays how the from and reply-to addresses appear.

3. Click OK.