Adding/Changing/Deleting a Sender

Senders help recipients understand the message context. Use different sender names for different email types, such as promotional campaigns, trigger messages, or emails from managers.

You can add or change a sender in a few ways.

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Note

Before you configure senders, make sure your domain has valid digital signatures.

Add a Sender in the Email Editor

Static Sender Address

1. Go to Messages → Messages → Email and open an existing email or create a new one.

2. In the Message settings panel, open the Sender section and click + New sender.

3. Enter the sender name and email address and click Add.

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Important

The sender email address must belong to your corporate domain.

Example:

• [email protected]
• [email protected]

After you add the sender, Reteno sends a confirmation email to the specified address. Open the message from Reteno Support and confirm the sender.

Change the Sender in an Email

To use a different sender in the same email:

1. Click the current sender name.
2. Select another sender from the list.

Dynamic Sender Address

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Note

To enable dynamic senders, contact the support team.

Use a dynamic sender when each contact should see a different sender. This is common in broadcasts or messages sent on behalf of a personal manager.

For trigger messages in workflows, you can populate the sender from:

• event parameters;
• contact fields.

Configure a Dynamic Sender

1. In the email editor, click the Sender field and open the Dynamic address tab.

2. Insert a variable from the event parameters.

Example:

$!yoursender_address

Where yoursender_address is an event parameter.

Or:

1. Click the Personalization icon and select a field from the contact card.

2. Click Save.

Add a Sender Via Account Settings

1. Go to Settings → Senders → Email and click New sender.

2. Enter the sender name and email address.

3. Click Add.

Reteno sends a confirmation email to the specified address. Confirm the address via the email from Reteno Support.

After confirmation, the sender's status changes to Available. Before confirmation, the status is Awaiting confirmation. You can resend the confirmation email if needed.

Add a Reply-to Address

By default, replies are sent to the sender email address. To receive replies at a different address, add a reply-to address.

Example: [email protected]

The setup flow matches the sender configuration in the email editor.

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The reply-to address

It must belong to your corporate domain.

BCC (Blind Carbon Copy) isn't supported for email sends. To deliver a copy of a message to another address, add a separate Email block to the workflow: in its advanced parameters, enter that address in the Email field and clear Contact ID. Reply-to doesn't send a copy — it only sets the address the recipient's reply goes to.

Reteno doesn't provide an auto-reply for inbound mail sent to your reply-to or sender mailbox — Reteno has no access to that inbox. Replies land directly in your own mailbox, and any auto-response has to be configured there, on your side.

Delete a Sender

1. Go to Settings → Senders → Email.
2. Click the Trash icon next to the sender.

Deletion Rules

• If the sender is not used in any messages, click Delete.

• If the sender is used, select a replacement sender or choose Leave without sender.

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Important

Messages without a sender do not send until you assign a new sender.

Troubleshooting

The Confirmation Email Doesn't Arrive

After you add a sender, Reteno sends a confirmation email from Reteno Support to that address. While the sender is unconfirmed, its status is Awaiting confirmation. If the email doesn't arrive:

• Check the Spam and Promotions folders of the sender mailbox.
• Make sure the address is spelled correctly and that the mailbox exists and can receive mail.
• Resend the confirmation: in Settings → Senders → Email, open the sender with the Awaiting confirmation status and resend.
• If it still doesn't arrive, the address may be on the blacklist — for example, it previously bounced or returned "account does not exist" — and Reteno can't deliver to a blacklisted address. Contact [email protected]; the team checks the address, removes it from the blacklist if it's valid, and then you can resend the confirmation. See Contact Blacklist.

The Email Template Won't Save Without a Sender

An email template isn't saved until a sender is specified in it. If the sender you need isn't in the account yet — for example, it is still awaiting confirmation — select any existing sender, save the template, and then change the sender to the correct one once it becomes available.

A New Sender Isn't Available for API Sending Right Away

Because of caching, a newly added sender can take up to an hour to become available for sending via the API. If a request — for example, to Send email message — returns the error interface '...' doesn't exist right after you add and confirm the sender, wait up to an hour and retry.

The Sender Address Is Not on Your Domain

The sender address — and the reply-to address — must belong to your corporate domain that is authenticated in Reteno. If you can't add or confirm a sender because of a domain error:

• Use an address on your authenticated domain or subdomain (for example, [email protected]), not a public mailbox such as Gmail or Outlook.
• Verify the exact domain or subdomain you send from. Verifying yourcompany.com does not automatically cover promo.yourcompany.com.
• See Setting Up Email Domain Authentication and Domain Verification Troubleshooting.

The Sender Name Displays Differently in Gmail

Gmail and some other providers may show the sender name differently from how you configured it. If your authentication is correct, this is controlled by the mailbox provider, not by Reteno — Reteno can't force how the sender appears in a given inbox.

• First, rule out an authentication issue. Send a test to Mail-Tester. A high score (for example, 10/10) means SPF, DKIM, and DMARC are fine, and the display difference is on the provider's side.
• Make sure you set a sender name, not just an address, when adding the sender.
• The sender name can still affect open rate indirectly, so keep it clear, consistent, and recognizable — but how Gmail ultimately renders it is outside Reteno's control.