Can I automatically include an email address in every support reply?
No. There is no workflow action that adds a specific email address to every agent reply. Workflows cannot add a visible CC or insert an address into the message body.
Use BCC email addresses instead
Plain can automatically BCC up to five addresses on every outbound email sent to a customer. This is a workspace-level setting, not a workflow action. It applies to every email sent by any workspace member.
To set it up, go to Settings, then Email, and scroll to the BCC addresses section. Add up to five addresses. Changes apply immediately to all subsequent outbound emails.
Keep these limits in mind:
- BCC addresses are invisible to the recipient. The customer does not see them.
- Only email threads are affected. Slack, chat and other channels are not.
- BCC addresses cannot match your primary support address or any configured alternate address.
If the address must be visible
There is no automatic way to add a visible CC or put an address in the body of every reply. Instead, create a snippet or response template that includes the address and have agents insert it manually.