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Open your agent’s Settings → Helpdesk → Email. These settings control the email addresses and presentation your support team uses when answering tickets. Add and verify company addresses first in Settings → Email. While Helpdesk is off for the agent, this page shows what it configures instead of the settings. Owners and Members see a Turn on Helpdesk button; Viewers see a message asking them to contact a workspace admin. See Helpdesk for what turning it on sets up. Owners and Members can save these settings. Viewers can inspect them. Support Associates can answer tickets but cannot change Helpdesk configuration. See workspace roles. Email configuration, Display name, and Email signature each have a Save button. Saving one group keeps edits in the other groups ready to save separately. If a save fails, the draft stays open so you can correct it or retry.

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Choose Helpdesk email addresses

  1. In Email configuration, choose Add email.
  2. Select an address from the dropdown.
  3. Add another row for each additional support address.
  4. Check the forwarding, DKIM, and SPF status, then choose Save.
The dropdown includes addresses from your configured domains. An address already selected in one row cannot be selected in another. Complete every added row or remove it before saving. An issue badge shows how many checks need attention. Open the badge details to see the failed checks. An existing selection can remain saved while you repair its configuration; the warning does not mean that address is ready to send. When an incoming message matches a selected support address, the reply uses that address. Otherwise, Centillion uses the first selected address. Remove a row with its × button, then save. You can remove the last selected address. With no custom address selected, replies use the generated agent address when the email service is available. Removing a Helpdesk selection does not delete the address or its domain from Settings → Email.

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Generated address and connected inboxes

The generated agent address is shown separately. Copy it when setting up forwarding or testing direct email delivery. It cannot be disconnected. You can also connect a Google or Microsoft support mailbox. This authorizes read and send access without a forwarding rule or customer DNS changes. Each mailbox has an Automatic replies setting. Keep it paused while reviewing the agent’s answers, then enable it for the inbox you want to automate. Disconnecting a connected inbox stops that connection; it does not delete the mailbox at Google or Microsoft.

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Deliverability alert contact

Select the team member who should receive notifications about outgoing email issues, including delivery delays, bounces, and failures, then save. Choose None if you do not want a contact notified. Pick an active Helpdesk member who can investigate the failed conversation and the mailbox or domain configuration. Revisit the setting when that person leaves the team.

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Display name

The display name is the text recipients see beside the email address in the From field. It does not change which address or domain sends the message. Support associate uses the name of the teammate who sends each reply. A reply from Sarah Johnson appears as:
Custom name uses one fixed name for your team, such as:
Choose the mode, enter a non-empty custom name if needed, then save. The setting changes future emails. It does not rewrite messages already delivered.

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Signature

Use the rich-text editor to write a signature with formatted text and links. Save it to append the signature to future AI and teammate email replies. To remove the Helpdesk signature, clear the editor and save. Teammate replies then have no signature block. Automatic replies fall back to the signature in Channels → Email, if one is saved and enabled there. Disable or clear that signature too to remove signatures from both kinds of reply. The Helpdesk and channel editors save separate signatures. Editing or clearing the Helpdesk signature keeps the channel draft intact. The channel signature switch pauses that signature without deleting its draft; it does not disable a saved Helpdesk signature. Keep the signature concise and check its line breaks and links in the preview. The AI composition disclaimer is configured in Channels → Email. A signature can identify the support team without implying that a teammate wrote an AI reply.

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Preview an outgoing email

The preview shows the From name and selected address, a sample recipient and message, the signature, and a Powered by Centillion footer. A workspace with the white-label add-on activated omits this footer in previews and delivered email, including teammate replies and new outbound email. In support-associate mode, Support Associate is a placeholder for the teammate’s real name. A sample address may appear while sender configuration is incomplete. To remove the footer, open Workspace settings → Billing and purchase the email branding add-on. A workspace Owner can manage payment details or cancel it from the same page. The preview does not send mail or prove the domain is authenticated. After saving, reply to a test ticket and inspect the message in the receiving account. Check both an AI reply and a teammate reply if your team uses both.

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Start with human-led email

Keep Automatic replies off for each email connection under Build → Channels → Email. Mail still reaches the inbox for your team. The Human-first conversations setting under Helpdesk settings → Human handoff applies to website and mobile SDK intake; it does not switch email connections. Turn off Resume AI when all tickets close if closing a ticket should leave its conversation paused. Allow AI replies explicitly ends takeover; future automatic replies still require the email connection to be on.

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Take over a delayed email reply

An email conversation can have an automatic reply waiting for its configured delay. When you choose Take over, Centillion warns you before cancelling waiting replies. Confirming gives the conversation to your team and removes the unsent automatic drafts. Your manual reply sends immediately. When you are done, use Allow AI replies in the ticket menu to let the agent answer future customer messages. See Taking over a conversation for the full workflow and Email for blocked senders, spam detection, and automatic reply settings.
Last modified on October 13, 2026