Aliases are alternate e-mail addresses customers use to send messages to your company. Aliases let your customers send mail to the same POP account from alternate e-mail addresses. Aliases enable you to:
Create meaningful addresses
Direct common misspellings to the correct address
For example, suppose you have a POP account called info@abc.com. You can create aliases on your mail server, like prod_info@abc.com, sales_info@abc.com, and information@abc.com, that direct mail to the info@abc.com mailbox. Then you must configure those aliases in KANA Response System Administration.
SMTP authentication is available for all outgoing SMTP servers, and can be turned on for the Mail Sender, POP, JMS and Alias mailboxes.
To configure an alias for use with KANA Response, you must add the alias in the Mail Receiver window.
NOTE: Your administrator first needs to create an alias on your mail server before adding it to KANA Response.
To determine which mailbox or alias is associated with an incoming message, the KANA Response Server tries to match the address in the To field with an address in the KANA Response alias list. If it finds the address in the alias list, then it associates that alias with the incoming message. If it does not find the address in the alias list, then it associates the incoming message with the POP mailbox to which it was delivered. The association between the message and the To field determines which address is used in the From field for replies. This is important if you want customers to receive replies from the same address to which they send messages.