# Choosing a From address for new outbound emails

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Source: https://help.kustomer.com/en_us/choosing-a-from-address-for-new-outbound-emails-r1mg94rsGg

Last updated: 2026-10-08T17:59:38.544Z

When you start a new email to a customer from their timeline and you can send from more than one support address, Kustomer asks you to choose the From address before it creates the conversation. A reply can match the address the customer wrote to, but a new outbound email has no inbound address to match, so you confirm the From address up front.

This article covers when the address chooser appears, how to use it, and how Kustomer suggests an address.

### In this article

*   [When the address chooser appears](#when-the-address-chooser-appears)
*   [Choosing the From address for a new email](#choosing-the-from-address-for-a-new-email)
*   [Understanding From address selection on outbound emails](#understanding-from-address-selection-on-outbound-emails)
*   [Understanding when selection occurs](#understanding-when-selection-occurs)

### When the address chooser appears

Most organizations see this chooser when reps can send from two or more support addresses. The feature is on by default.

The _Choose outbound email address_ modal appears when you start a new email conversation from a customer's timeline and you can send from two or more support addresses. The addresses you can send from are the ones listed in the composer's _From_ dropdown.

To manage the email addresses associated with your brands, Admins should visit **Settings** → **Channels** → **Email**.

### Choosing the From address for a new email

Choose the From address before Kustomer creates the conversation, so the customer receives the email from the right brand or team. To start a new email and choose a From address:

1.  On the customer's timeline, click the **+** button. The actions menu opens.
2.  Select **Add email conversation**. The _Choose outbound email address_ modal opens.
3.  From the **From** dropdown, select the address you want to send from. If an address is already selected, confirm it's correct or select a different one.
4.  Click **Continue**. A new conversation opens with an email draft that sends from the selected address.

To close the modal without creating a conversation, click **Cancel**.

If your organization has emailed this customer before, Kustomer pre-selects the address most recently used to email them, as long as you can still send from that address. If you can no longer send from the most recent address, Kustomer checks earlier emails and pre-selects the most recent address you can still use. The pre-selected address is a suggestion; you can select a different one before you click **Continue**.

After you click **Continue**, the email draft uses the address you selected. You can still change the From address in the composer before you send.

If your organization also chooses a brand for outbound emails, the _Select brand for outbound email_ modal can open after you click **Continue**. That modal only lists brands mapped to the address you selected.

### Understanding From address selection on outbound emails

New outbound emails and replies select the From address in different ways:

*   **Reply** — Kustomer matches the address the customer wrote to, including any email aliases, and pre-selects the matching support address in the composer. No modal opens. For details, see [Understanding email aliases in Kustomer](https://help.kustomer.com/en_us/understanding-email-aliases-in-kustomer-SyNQOwZjze).
*   **New outbound email** — There's no customer email to match, so Kustomer asks you to confirm the From address in the _Choose outbound email address_ modal.

### Understanding when selection occurs

This table describes each situation and how selection works:

Situation

What happens

You can send from two or more support addresses

The _Choose outbound email address_ modal opens.

You can send from one support address

The modal doesn't open. The conversation uses that address.

You reply to or forward an existing conversation

The modal doesn't open. Kustomer selects the From address the same way it does for any reply.