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Playbook Conversation has the wrong sender information

A conversation sent by a Playbook has the wrong sender's email and signature

Sharon avatar
Written by Sharon
Updated this week

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

  1. 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

  2. Check Fallback Sender Settings

    • Identify the fallback sender and ensure their profile settings include a professional email signature.

  3. Confirm email alias is properly configured

  4. 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.

  5. 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.

  6. 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: Playbook messages will automatically use the intended sender's email and signature once their email account is restored and reconfigured.

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.

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