Customize Your Mailbox Settings

Get in gear by exploring what's under the gear icon in your mailbox. Each Help Scout mailbox has its own distinct settings, which you can customize to your needs. In this article, we'll explore in particular what is under the Edit Mailbox section.

In this article

First things first, head to  Manage → Mailboxes → select the mailbox, or click on the gear icon in the left-hand sidebar under your folders. 


Mailbox Name

Use any Mailbox Name you'd like! If you've got more than one mailbox, it's helpful to use a descriptive name so that you can easily tell them apart. You can decide later whether or not you'd like your customers to be able to see this name. 

Email Address

The Email Address is the main mailbox address you plan to use for sending and receiving emails. This email address will also be displayed to the customer in the "From" field when they receive your email (unless you reply from  an alias address).

Default settings

From Name

The From Name will be displayed in your customers' email inboxes when you write to them. Choose between the User's Name for a more personal look and feel, or the Mailbox Name for a more formal approach. You can also use the Custom Name to do your own thing.

Default Status

Default Status determines which status your conversations have after a reply has been sent. If you're just starting out, we recommend using Closed because conversations will automatically change to Active when customers reply. If using Active or Pending is a better fit for your team, you can change that setting under that menu. More about Help Scout's statuses  here.

Default Assignee

Default Assignee designates who has ownership of a conversation after a team member replies. Choose Anyone if you'd like to keep conversations Unassigned regardless of who replies, Person Replying if you want to make sure whomever sends the most recent reply retains ownership of the conversation, or Person Replying if Unassigned if you'd like the first person who replies to take ownership of the conversation. 

Auto Bcc

Auto Bcc allows you to automatically send a copy of every outbound reply sent from your mailbox to a specific external address. This is useful if, for example, you need to loop in an external email address for archival or compliance.

Looking to add an Auto Bcc address for your replies only? You can set up user-specific Auto Bcc from your User Profile


Each email signature is set up at the mailbox level - rather than at the User level - but you have plenty of opportunity to personalize! Use variables to pull in your team members' name, email address, or even profile image when they reply. You can add HTML to custom design your signature or even add your company's logo.


Use the Alias field to forward multiple email inboxes to the same Help Scout mailbox. Adding the alias addresses to this field will tell Help Scout those emails are coming from your inboxes and will direct your replies to the customer. Don't forget to set up forwarding from your alias email inboxes! Read up about email aliases  here.

You can use the  Reply as Alias feature to send replies via an alias address when customers email one of your alias addresses.

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