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How to determine the default FROM address when replying to an inbound/outbound email

Knowledge Article Number 000230632
Description
What is the default FROM address of responded email?
Resolution
When replying to an inbound/outbound email, the default FROM address is determined as follows.
 
[Inbound]
When the customer("customer@mycompany.com") sent an email to Salesforce("support@salesforce.com") and you reply the email, the default FROM address is "support@salesforce.com".
 
[Outbound]
The FROM address depends on the following scenario.
 
1. Agent A sends email to Contact using email-to-case address, and then replies to the outbound email. Default from-address should be email-to-case address

2. Agent A sends email to Contact using org-wide email address, then replies to the outbound email. Default from-address should be org-wide email

3. Agent A sends email to Contact using email-to-case address, and Agent B replies to that outbound email. Agent B should see the email's default from-address to be email-to-case address

4. Agent A sends email to Contact using his own email address, and Agent B replies to that outbound email. Agent B should see the email's default from-address to be his own email address (agent B), since he's not allowed to send email using Agent A's email address




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