Set ‘Reply To’ address and ‘From name’ for emails sent from iCarol

1. Email notifications to your vols-staff, found on the ‘Notifications’ panel of their vols-staff profile (ex. upcoming shift reminder, shift substitutions, follow-up activity assigned to user, etc.), and
   
2. Emails sent to the public when using the Automated Verification Request (AVR) feature
   

Note, see the end of this Help Article for details about other features where emails are sent from iCarol, and how the 'From Name' and 'Reply To' addresses are controlled for them. 

Default 'Reply To' Email Address

1. The ‘From Name’ is sometimes displayed by email programs in place of the ‘Reply To’ address. This field is for display purposes only and is used to help identify who an email is sent from. This field doesn’t have any effect on replies sent. In some email programs, the ‘From Name’ is ignored, and just the ‘Reply To’ address is displayed. The steps to change your ‘From Name’ are as follows:
   
1. Click ‘Admin Tools’ in your left side menu
   
2. Click the ‘Tools’ tab
   
3. Under the section ‘Email Notifications’, enter your desired ‘From Name’ in the field ‘Email “from” name (optional):’
   
4. Click the ‘Save all settings’ button, and your ‘From Name’ is now configured
   
2. The ‘Reply To’ address is always used when the individual who receives an email chooses to ‘reply’ to the message they’ve received. You will want to specify a ‘Reply To’ address if you want replies to go to a real email address. To edit the ‘Reply To’ address field, you must have an SPF record that includes iCarol (this step will need to be completed by your IT Administrator). The steps to create this SPF record and configure your ‘Reply To’ address are as follows:
   
1. To setup your SPF record, click ‘Admin Tools’ in your left side menu
2. Click the ‘Tools’ tab
   
3. Under the section ‘Email Notifications’, click the link ‘Click here for instructions on how to create an SPF record that includes iCarol’
   
4. Download this document and have your IT Administrator follow the steps to create this SPF record that includes iCarol
   
5. After your IT Administrator has created the SPF record that includes iCarol, come back to ‘Admin Tools’ on the ‘Tools’ tab
   
6. At the bottom of the ‘Email Notifications’ section, in the text box under ‘Domain name to be verified’, enter your organizations domain name
   
1. Note your domain name is whatever text comes after the @ sign in the email address that you’ll be adding as the ‘Reply To’. For example, icarol.com is the domain name of the email address noreply@icarol.com.
   
7. Click the ‘Verify SPF’ button
   
1. When the domain isn’t successfully verified, a message appears under the ‘Domain name…’ saying the verification failed. If the verification fails, work with your IT Administrator to ensure the SPF record was setup correctly.
   
2. When the domain is successfully verified, the domain you entered will appear ‘greyed out’ and a message appears under the ‘Domain name…’ field confirming the domain was successfully verified
   
8. To configure your ‘Reply To’ address (after you have successfully verified your SPF), in the text box under ‘Email notifications "Reply to" address:’ enter the email address you wish to use, with a domain name matching the domain you verified
   
9. Click the ‘Save all settings’ button, and your ‘Reply To’ address is now configured

Note, after you have successfully verified your ‘Domain name…’, if you need to change it (for example your organization changes their domain name from elmdale.com to elmdale.org), have a designated Support Contact from your organization go to 'Help' in the left side menu and submit a case to request this change.

Set up DKIM/DMARC on DNS Server

1.  Please create a support ticket In that ticket we need the name and address of your DNS server.  Please also include the name and email address for the person responsible for your DNS server as we will work with them directly on the following steps.
   
2.  iCarol will create the DKIM/DMARC record and send this to your DNS admin directly from SendGrid. 
   
3. Your DNS server Admin will add the records provided to the DNS Server
   
4.  Notify iCarol via the ticket that Step 3 has been done and iCarol will verify and complete validation.

Automated Verification Requests ‘From Name’ and ‘Reply To’ address

1. After you have completed the steps to create an SPF record and successfully verified your domain name, please have a designated Support Contact from your organization go to 'Help' in the left side menu and submit a case with the email address you wish to configure to use when sending AVRs from your iCarol system.
   
1. Make sure the email address you provide has a domain name matching the domain you verified with the SPF record you created.

Notes about other features where emails are sent from iCarol

In addition to the features noted above, emails are also sent from iCarol when using the following features: Automated Follow-Up Surveys, and emailing referrals from within call reports.

1. For both of these features, the 'Reply To' address is always noreply@icarol.com
   
2. For Automated Follow-Up Surveys, the 'From Name' is always noreply@icarol.com
   
3. For referrals emailed from within call reports, the 'From Name' can be configured when setting up the email template used to send referrals