Signatures and sender adresses

Who your replies appear to come from, and how they're signed. Both are set per channel, under Settings → Channels → your email channel.

The signature

Mimir signature is a rich-text editor holding the signature added to automatic outgoing messages on that channel. This signature is not sent when the message is sent by, or approved by, a human.

Because it's per channel, different inboxes can sign differently — a B2B address and a consumer address don't have to look the same.

Sending as a shared alias

Send email as alias changes who replies appear to be from.

Off — replies go out in the name of the person sending them.

On — everything goes out under a shared name, which you set in Shared alias. This applies to Mimir's own replies too.

Use the alias when you want customers to see a single support identity rather than individual names. Leave it off when you want the personal touch.

Translating signatures

Settings → Translation has Translate signatures, which translates the signature to match the recipient's language.

One caveat: translation can disturb formatting. Signatures with complex layouts, images or particular styling may not come through cleanly. Check the result on a real message before turning it on for a signature you care about.

Custom HTML templates

Email HTML template lets you upload your own HTML wrapper for outgoing mail, for brand-consistent email.

The template must contain three placeholders, or it will be rejected:

{{content}}

— the message body

{{signature}}

— the signature

{{history}}

— the quoted thread

Accepted formats are

.html

and

.htm

, and there's a live preview so you can check it before saving.

When the sender address looks wrong

A few things that come up:

Replies show a different address than expected. Check which channel the conversation belongs to — each channel sends from its own address. If several addresses reach the same inbox, list them under Additional addresses on the channel so Mimir knows they're you and doesn't add them as recipients when replying.

A third-party name appears as the sender. If a message originated from another system — a reviews app, a form, a marketing tool — the sender is whatever that system used. That's the incoming mail, not Mimir's sending configuration.

The signature is missing or duplicated. Check whether the signature is also in your HTML template or in a macro. Signatures set in two places produce two signatures.

Confirmation emails

Separately from signatures, you can auto-acknowledge new conversations with Send confirmation email. See Setting up confirmation email.

Worth knowing about when it doesn't fire: confirmation emails aren't sent to

noreply@

style addresses, aren't sent for conversations that aren't new or open, and aren't sent if a conversation with the same customer and subject already came in within the last hour. That last rule stops automated exchanges looping.