Select your own sender and signature for emails

Business problem

When taking over an email from a colleague, it's currently not possible to change the sender or signature to that of the new agent. This limits employees from the Customer Support and Sales teams to replying with the email alias of the original colleague, which causes confusion for the customer.

Desired outcome

The ability to manually select the sender (email alias) and the corresponding personal signature when replying to an email, even if the conversation was initially started or handled by a different colleague.