Display Name Issue: Replies Showing Wrong Sender Name

[RegSchanzenbach]

Hi everyone,

I need some help with a display name issue.
I have two inboxes connected to HubSpot, and my sequences send using the name Katrina, which is correct.

But when I reply to those emails, the reply header shows my personal name Regina, and not Katrina.

It seems like the inbox’s display name is overriding the HubSpot sequence name. Does anyone know how to make replies also use the “Katrina” name or how to set up the correct alias?

Thanks in advance!

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[BérangèreL]

Hi @RegSchanzenbach and welcome, it's a pleasure to have you here!

Great question, thanks for asking the HubSpot Community!

Can you confirm that in your email account the display name is the name you'd like to see, please?

Here is an article about this: "How do I change my Gmail display name?".

Now, let's consult our Top Experts: Hi @LouiseHare, @franksteiner79 and @Josh do you have suggestions to help @RegSchanzenbach, please?

Thanks so much and have a lovely day!
Bérangère

[RegSchanzenbach]

Hi! Yes, the display name in the Outlook account is Katrina. Yet, Maria Regina is still shown in the email replies 😣

[BérangèreL]

Hi @RegSchanzenbach and thanks for getting back to us!

Can you please check the "from name" on the connected email?

Here are the articles with the steps for this:

- Connect channels to the conversations inbox
- Choose an inbox connection
- Set up the conversations inbox

Hi @LouiseHare, @franksteiner79 and @Josh do you have other suggestions to help @RegSchanzenbach, please?

Have a wonderful day and thanks so much!
Bérangère

[RegSchanzenbach]

Sorry, I think I'm not getting the point. this is not a conversation inbox, neither a channel. When I send emails and change the "from Adress" I can not change the name associated with it.

yet the email associated with it in outlook is another one: 

[BérangèreL]

Hi @RegSchanzenbach and thanks for the clarification!

I understand that you'd like to edit the sender name on individual emails, using your connected personal inbox. Please let me know if that's not the case.

So, the sender name that you see is the name of the user. If you want to edit it, you'll need to edit the name on the user in HubSpot.

I hope this helps!
Bérangère