Email Inbox
Approved Senders
Control whose email actually reaches an agent, and give some senders their own instructions.
For each agent, you can set an Approved Senders list. Only emails from addresses or domains on that list reach the agent — anyone not on the list is marked as spam and ignored.
1
Add a sender
Click Add Sender, then enter one or more addresses or patterns in the Email or Pattern field. Separate several with commas.
2
Add a note (optional)
Use the Note field to label who the sender is.
3
Add special instructions (optional)
Fill in Special Instructions to apply extra handling only when the email comes from this sender. These stack on top of the agent's common instructions.
4
Save the senders
Click Save Senders. Edit an entry with the pencil icon, or remove it with the trash icon.
Pattern Matching
| Pattern | Matches |
|---|---|
| [email protected] | One exact address |
| *@company.com | Any sender from the company.com domain |
| * | Any sender — an open inbox |