1. Problem Description
When a CSM’s email account is inactive or misconfigured, playbook messages default to the fallback sender, which can lead to incorrect email signatures being used in client communications.
2. Possible Causes
Fallback Sender Settings: Playbook messages default to the fallback sender when the intended sender's account is not connected
Email Configuration Issues: An inactive or improperly configured email account prevents playbook messages from using the correct sender and signature.
Email alias is improperly configured: If sending from an alias account, ensure the account is properly configured with your email provider
3. Step-by-Step Solution
Verify the Email Status
Confirm whether the intended sender's email account is active and connected to Vitally.
Have the sender review their account in My Profile > Email & Calendar Settings and reconnect if necessary
Check Fallback Sender Settings
Identify the fallback sender and ensure their profile settings include a professional email signature.
Confirm email alias is properly configured
If sending from an alias email, follow these instructions to ensure your account is set up properly with your email provider
Update the Sender's Email Signature
Navigate to My Profile > Email & Calendar Settings
Add or update the email signature to ensure it reflects the correct contact details.
Copy and paste the signature from your email client to maintain consistency.
Reconfigure Playbook Settings
Reassign playbook responsibilities to an active user temporarily if the Sender's email remains unavailable.
Test a sample playbook message to ensure the fallback sender displays the correct signature.
Test and Monitor
Once the sender's email is restored, reassign playbook ownership.
Enroll a test account to send a message to verify that the correct sender and signature are being used.
4. Additional Tips
Fallback Best Practices: Always include a neutral, professional signature for fallback senders to minimize client confusion.
Email Alias Considerations: If using aliases, ensure email signatures are configured for both regular and alias email addresses.
Proactive Monitoring: Periodically test playbook messages to confirm proper signature use across accounts.- Sendgrid Integration Best Practices: When using Sendgrid, always authenticate your Gmail or Outlook accounts in Vitally before initiating workflows to ensure proper synchronization.
Sender Assignment Timing: Connect email accounts before generating playbook conversations, as Vitally doesn't retroactively update sender information.
Bulk Update Option: If a conversation has been generated with the wrong sender, you can bulk update it after connecting the intended email account (must be done while still in a 'Pending Conversation' state).
5. FAQs
Q1: Why do messages default to the fallback sender?A: Messages default to the fallback sender when the intended sender's email is inactive or improperly configured.
Q2: Can I change the sender of a playbook after it's been created?A: Yes, but only if you haven't sent the emails yet. Connect the correct email account and use the bulk update feature.
Q3: Can playbook messages include signatures from alias email addresses?
A: Signatures from alias emails require manual configuration in Vitally or the email client (e.g., Gmail).
Q4: What happens when an email account becomes active again?
A: Conversations generated after the account is reconnected use the intended sender's email and signature. Conversations that were already generated keep the sender assigned at generation time. While those are still in a Pending state, you can bulk update them to the correct sender before sending.
Q5: How do I prevent future fallback issues?
A: Regularly verify the status of email accounts and keep fallback sender profiles updated with appropriate signatures.
This guide ensures a seamless resolution for issues with incorrect email signatures in playbook messages, enhancing professionalism and maintaining client trust.