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Setting up sender profiles in Customer Support. Configure sender profiles with Support.

Setting up sender profiles in Customer Support

Video guide

Learn how to set up and manage sender profiles in Bird's Customer Support for your customer communications. Follow along as we show you how to create new profiles, configure channel settings, and start sending messages from your customized sender details.

Step-by-step guide

A sender profile controls how your emails appear to recipients. It lets you define the email address, name, and access level—giving you flexibility in how different teams communicate with customers.

Step 1: Go to Admin settings

  • Click the toggle icon in the bottom-left corner of your screen to open Admin settings.
  • Select the Support tab.

Step 2: Open Sender Profiles

  • Under Content and Communication, click on Sender Profiles.
  • Click Create new sender profile to begin the setup.

Step 3: Choose an email channel

  • Select the email channel you want to use.
  • This determines the domain for your outgoing emails—e.g., @birdemailbox.com.

Step 4: Set a username

  • Choose a username to go before the "@" symbol. For example, entering academy will create an address like academy@birdemailbox.com.
  • You can use department-specific names like support or training for better organization.

Step 5: Configure the "From" field

  • Set how the sender name appears to recipients.
  • Use a static name like Bird Academy Support, or personalize it by dynamically inserting the agent's name (e.g., "Alex from Bird Academy").

Step 6: Manage access

  • The profile defaults to being available to all agents and teams.
  • Restrict access to specific teams if the profile is department-specific.

Step 7: Save your sender profile

  • Once everything is set, click Create new sender profile to save.

Step 8: Start sending emails

  • Navigate to your Inbox and select Compose new message.
  • Enter the recipient's address, select the sender profile from the dropdown, compose your message, and click Send.

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