Default workspace & per-inbox sender addresses

Email conversations in Helpin work like any other conversation — replies flow through the thread — but the sender identity matters: customers see replies as coming from a specific support address.

The workspace default sender

Every workspace has a default sender address used for outbound email unless a mailbox overrides it. This is the "From" address your customers see on chat-to-email fallbacks and email conversations in the shared inbox.

Set it in Settings → Inboxes & Routing → Sender Addresses: add a sending address, verify it, and mark it as the workspace default. The default scope options are:

Workspace — one address used by all mailboxes that do not override it.
Mailbox — a specific address for a specific team inbox (for example, billing@yourcompany.com for the Billing inbox).
None — no default set (Helpin uses the platform sending domain).

A single address can be the workspace default and assigned to specific mailboxes.

Per-inbox senders

Team inboxes can override the workspace default with their own sender address. A customer writing to support@ and getting routed to Billing then receives replies from the Billing sender — keeping the thread consistent with the inbox that owns it.

Adding a custom sender domain

By default, outbound support email is sent from a Helpin-managed domain. To send from your own domain (for example, support@yourcompany.com), add and verify a sending domain in Settings → Inboxes & Routing → Sender Addresses. Until the domain is verified it stays Pending DNS and cannot send. For the full DNS setup (DKIM, Return-Path and DMARC records) and verification troubleshooting, see Custom sender addresses & domains.

Which address is used when

The sender resolution order for an outbound reply:

The conversation's mailbox sender, if the mailbox has one.
The workspace default sender, if set.
The Helpin platform address.

Replies to customers on the widget's email fallback use the same resolution, so fallback emails match your brand.

Replying from email threads

When a customer emails your forwarded support address, the conversation lands in Helpin and your replies are delivered as normal email from the resolved sender. The thread records delivery status per message (sent, delivered, opened, bounced) so you can spot delivery problems inside the conversation.

Best practices

Use a single workspace default domain, and per-inbox senders only when the inbox has a genuinely different identity (billing vs. product support).
Add DMARC guidance gradually — start with p=none monitoring if you are unsure, then tighten.
Verify a domain before announcing your support address; unverified domains fall back to the Helpin sender, which can confuse customers.

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