When communicating with customers through Nexus Service Manager, the "From" email address used by the system depends on the user's role and the platform they are using. This ensures that office communications remain personal while field operations remain centralized and professional.
Email Routing Logic
The system follows two distinct rules to determine which email address appears to your customers:
1. Office Users (Desktop Portal)
When an administrator or office staff member sends an email from the desktop interface, Nexus uses the individual's credentials.
- Source: The email address defined in the user's specific Employee Record.
- Purpose: This allows customers to see exactly which office member is contacting them and enables direct 1-to-1 communication.
2. Technician Users (Mobile App)
When a technician sends an email while out in the field via the mobile app, the system uses a centralized default address.
- Source: The address set in Advance Settings under the Customer Management.
- Purpose: This ensures brand consistency and prevents customers from replying directly to a technician's personal or work email while they are busy on-site. Instead, replies are typically routed back to a central office inbox.
Useful Note
All email address use for sending out email should all belong to the company domain name.
Updated: 10 April 2026