Available on staging. One Gmail inbox can receive support mail for several brands while each brand uses its own reply address and sender name.
Before you start
Connect a real Gmail or Google Workspace mailbox that receives the messages. A Google Group is not itself the Gmail inbox. In the connected mailbox’s Gmail settings, verify each support address under Accounts → Send mail as. Adding an address in Message Hub does not verify it with Google.
Add a brand reply address
- Open Messages → Settings → Mailboxes.
- Choose Edit on the connected mailbox.
- Under Reply addresses, choose + Add reply address.
- Enter the support email and the sender name customers should see. For example, use support@example.com and Example Support.
- Repeat for each brand that delivers mail to this inbox.
- Click Save mailbox.
How the sender is chosen
Message Hub matches the original recipient to the reply addresses you configured. One matching brand address selects that identity. Mail sent directly to the connected mailbox can use its mailbox address and display name. With no brand reply addresses configured, the mailbox identity is used.
Store matching and reply identity are separate. An order number helps identify the store; the original recipient helps choose the reply address.
If a reply cannot be routed
- No matching identity: add the original recipient address and its sender name in mailbox settings.
- Multiple matching addresses: review the message in Gmail and choose the intended sender there.
- Missing or unreadable original recipient: check the original message in Gmail before replying.
- Unverified sender: complete Gmail’s Send mail as verification for that address.
For import history and recipient filters, see Connecting and filtering a Gmail mailbox.
The screenshot below shows an empty reply-address row; the example text is a placeholder.
