What do customers and my team see when they reply to an email thread?

Every message in a thread is sent from a Trendful address ending in @notifications.trendful.com. That address is unique to the thread, and it is how a reply finds its way back to the right customer, item and offer. Seeing it in place of a personal address is expected, and there is nothing to fix.

Personal email addresses are not used as the sending address. The name of whoever wrote the message is shown instead, so your team can tell at a glance whether a reply came from a colleague or from the customer.

When a customer replies to you, their name and their email address are both shown, so you always know who wrote.

Each recipient receives their own copy of the message, which means no one can work out the rest of the recipient list from their inbox. The full list of who an email was sent to is visible only in your admin account, on the email thread of the offer.

Messages written from the email section of an offer go out under your store name rather than the name of the team member who wrote them.