E-Mail Templates and replacing "From" name with the actual name

websavers · 2016-09-19 17:00:44

Hey there,

I've adjusted my email template for when an email is sent when operators are offline such that {name} is used as the from name, however when it comes through to my inbox it says {name} rather than the person's actual name! Shouldn't those fields be replaced like is indicated?

A well-formatted default for those fields should in fact be as follows to avoid SPF issues:

From: {name} <***.com> (where mydomain.com is the domain live helper chat is installed on)
Reply-To: {email}

Thanks for the help with this!

-Jordan

PeopleInside · 2016-09-19 17:06:35

Hi,
thanks for your post.

websavers wrote:

I've adjusted my email template

What and where you have made this changes?
You can define the From name from the mail settings on LHC when you configure SMTP and from email template.
Here you cannot use {name} or {email} but just normal text.

websavers · 2016-09-19 17:11:59

Marco B wrote:

Hi,
thanks for your post.
websavers wrote:
I've adjusted my email template
What and where you have made this changes?
You can define the From name from the mail settings on LHC when you configure SMTP and from email template.
Here you cannot use {name} or {email} but just normal text.

I made the changes in the GUI. Well that explains why it's not replaced. Could I request that this be added as a feature? It would be great to have the {name} and {email} vars be used there. Oddly enough it appears that the {email} var works fine under Reply-To... but {name} does not.

The emails sent via this form are being sent to a support ticketing system that pulls the name from the email header. When ever ticket comes through it simply says "Live Chat" or now {name} as the customer name, which isn't overly helpful when interacting with the client, as we need to keep referencing the original message body. If Live Helper Chat could replace that variable when processing the From and Reply-To headers, it would be really helpful!

Thanks for the consideration.

-Jordan

PeopleInside · 2016-09-19 17:15:31

Hi Jordan,
I AM forwarding LHC also to a Ticket (OSTicket) where you can set a filter who when email come from the LHC SMTP or department address than the reply to email should be used. So a ticket is opened with the customer email.

However if you have feature request please open a topic on the Official GitHub page.
https://github.com/LiveHelperChat/livehelperchat/issues

Enjoy your time. hmm

websavers · 2016-09-19 17:17:01

Thanks Marco!

I've created the feature request here for anyone else interested.

Last edited by websavers (2016-09-19 17:23:49)

websavers · 2016-09-19 17:19:12

I should note (for anyone else in this position) that the Reply To field seems to take {email} and replace it with the user's email address, but if you specify {name} <{email}> it will not replace {name} (I find that odd and inconsistent, no?)

websavers · 2016-09-21 00:32:42

Pull request created on GitHub for possible solution (unless it requires additional validation).

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#1 2016-09-19 17:00:44

E-Mail Templates and replacing "From" name with the actual name

#2 2016-09-19 17:06:35

Re: E-Mail Templates and replacing "From" name with the actual name

#3 2016-09-19 17:11:59

Re: E-Mail Templates and replacing "From" name with the actual name

#4 2016-09-19 17:15:31

Re: E-Mail Templates and replacing "From" name with the actual name

#5 2016-09-19 17:17:01

Re: E-Mail Templates and replacing "From" name with the actual name

#6 2016-09-19 17:19:12

Re: E-Mail Templates and replacing "From" name with the actual name

#7 2016-09-21 00:32:42

Re: E-Mail Templates and replacing "From" name with the actual name

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