By default, Connect sends each email using the email address of the assignee on that policy in your management system. Replies go back to that same address.

Send As overrides that default. It is a sender identity you define once — a display name, an email address and a signature — and then assign to a teammate. Every email that teammate sends goes out under that identity instead of the policy assignee's address.

A Send As identity can be shared or individual. A shared one might be a Help Center or a retention mailbox that several people monitor; an individual one might be a single account manager who should always appear as the producer regardless of who is assigned to the policy.

A teammate with no Send As assigned is set to System, which is the default behaviour above: the policy assignee's name and email address, with replies going to them.

How to set up a Send As

Send As identities are created in Configuration and then assigned to teammates. Both steps are admin-only.

1. From the left-hand navigation, go to Configuration and open the AMS Mapping tab. Find the Send As section.
2. Click + Add Send As, then enter a Display name (this becomes the sender name — for example Help Center), an Email address (this becomes the reply-to address) and a signature.
3. Press Enter or click Save. It appears in the list as Name — email, with options to edit or delete it.
4. From the left-hand navigation, click Team & Permissions, then use the Send As column to assign one to each teammate who should send under it.

How it works

A Send As identity is applied when the email is drafted. Emails already sitting in your review queue keep whichever sender identity was in force when they were generated — so if you assign one now, it takes effect on emails drafted from that point on.

The reply-to address set by a Send As is locked on the email, though extra reply-to addresses can still be added.

Editing a Send As updates it for everyone assigned to it. Deleting one returns those teammates to System, and you'll be asked to confirm before that happens.

To move a single teammate off a Send As, set their Send As column back to System.

If your management system doesn't store an email address for the policy assignee, System has nothing to resolve and the email falls back to a no-reply address — see Why is my Connect email coming from no-reply?

Need more help?

Reach out to Quandri Support with your query if you can't find what you are looking for in our Knowledge Hub.

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