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Set sender details, replies, and email copies

4 min readUpdated 31 Oct 2026Advanced

Set the sender customers recognize, route their replies, and choose the addresses that prefill email copies. You can also pause customer email without disconnecting your domain.

These controls serve different purposes. Reply-to routes responses, Receive replies captures them in OrderPilot, and default CC and BCC prefill the composer.

Before you start

Verify the sending domain

Complete sending setup before enabling reply capture.

Review sending rules

Read which emails go out before changing the master switch.

Check access

You need Manage shop settings.

Set the sender name and reply-to

  1. Step 1: Save the sender name

    Go to SettingsMessages & notificationsSending settingsSending setup. Under Sender, enter Sender name and save. This is the name customers see in their inbox.

  2. Step 2: Save the reply addresses

    Open SettingsMessages & notificationsSending settingsReplies. Enter Reply-to addresses, separated by commas, and save. A plain reply reaches every listed address.

    An empty list sends replies to the sender address. A noreply-style warning is advice and doesn't block saving. Use an address someone reads.

Receive replies in OrderPilot

  1. Step 1: Start reply setup

    Under Receive replies, click Set up. The verified-domain requirement protects against setting up the wrong domain. The panel shows the receiving record.

  2. Step 2: Add the receiving record

    At your domain provider, add the displayed MX record for replies, pointing to mx.sendgrid.net, with priority 10. Return to OrderPilot and click Check record.

    The badge changes from Not found yet to Found when verified. Needs attention includes an error to fix. A new record can take up to an hour to appear.

    Your mailbox still receives replies. Existing orders begin threading with their next email. Replies sent from your own mailbox aren't captured; answer through the Inbox.

    Warning

    Reply capture is shared by domain

    Two stores using the same domain cannot both receive replies this way. Resolve which store owns the receiving setup before configuring another.

Prefill CC and BCC

  1. Step 1: Choose the email type

    Go to SettingsMessages & notificationsSending settingsRecipients. Under Default CC and BCC, choose Purchase Orders or Sales Orders.

  2. Step 2: Save the default recipients

    Enter CC and BCC, then save. To override defaults, turn on the relevant brand or location recipient option, choose the brand or location, and enter its addresses.

    For CC and BCC separately, the first non-empty enabled list wins: location, then brand, then shop-wide. Defaults prefill the composer; staff still review them before sending.

    Copies of customer emails is separate. Also copy these addresses adds recipients to every customer order email, alongside the order's salespeople. See Email a quote or order.

    A purchase-order sender without View costs can send only to the vendor and the default CC/BCC recipients. This restriction matters when choosing purchasing copies.

Pause customer emails or remove setup

  1. Step 1: Pause sending while retaining the domain

    Open SettingsMessages & notificationsSending settingsEmail & SMS rules. Turn off Send customer emails. Customer email stops and the other rules become unavailable.

    Warning

    Waiting messages are cancelled

    Turning sending off includes staff-sent customer emails and cancels messages waiting to send. Review your scheduled work before pausing.

  2. Step 2: Remove setup only to disconnect

    To disconnect the domain, use Remove setup under Sending setup. Review Remove email setup?, then choose Remove setup or Keep my setup.

    Sending again after removal requires domain and DNS setup again. Use the sending switch when you only want a pause.

What happens next

With Receive replies active, customer replies appear on their quotes and orders, vendor replies on purchase orders, and both in the Inbox. Your ordinary mailbox continues receiving them.

The receiving record is checked daily. After 2 daily misses, an active setup returns to waiting. Changing the sending domain removes the old receiving setup.

Example: give the team a shared reply route

Example · Harlow & Finch Interiors

Capture Harlow & Finch replies

Nora Ellis prepares the store's email routing.

  1. She saves Harlow & Finch Interiors as the sender name.
  2. She adds orders@harlowandfinch.example and sales@harlowandfinch.example as reply addresses.
  3. She verifies Receive replies.
  4. Olivia Bennett's next quote reply appears on her Linden Sofa quote.
  5. Birch & Beam Woodworks' reply appears on its purchase order.

If something goes wrong

Reply-to Save is unavailable

Save a sender name under Sending setup first.

Set up is unavailable

Verify the sending domain first.

Receive replies says Needs attention

Fix the displayed record error, then use Check record.

Reply capture isn't offered

Replies still reach your mailbox. Don't promise capture until setup is available.

Sending switches are unavailable

Turn on Send customer emails before changing the dependent rules.

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