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

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

Step 2: Open Sender Profiles

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

Step 3: Choose an email channel

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

Step 4: Set a username

1. 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

1. Decide how your sender name will appear to customers:
   • 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

1. By default, the sender profile is available to all agents and teams.
2. You can also restrict access to specific teams if the profile is department-specific.

Step 7: Save your sender profile

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

And that’s it!
You’ve successfully created and used a sender profile in Support.

Step 8: Start sending emails

1. Go to your Inbox and click Compose new message at the bottom of the left bar.
2. Enter the recipient’s address.
3. Select your new sender profile from the dropdown.
4. Write your message and click Send.