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Why is my AI CRM email being sent from the wrong email address?

  • Jun 2, 2026
  • Knowledge

Title
Why is my AI CRM email being sent from the wrong email address?
URL Name
Why-is-my-AI-CRM-email-being-sent-from-the-wrong-email-address
Answer

Why is my AI CRM email being sent from the wrong email address?

How to change the email address your AI CRM emails are sent from, directly in the Actions panel.

Overview

When the AI CRM suggests an email action, it pre-fills a FROM address using one of your connected email accounts. If the wrong address is showing, you can change it directly in the Suggested action composer before sending — no settings change required.

If the email address you want isn't available in the dropdown, it hasn't been connected yet. You can add it in Settings.

Note: This article covers outbound emails sent from the AI CRM via Actions. For listing alert emails sent to contacts, the sender is set per saved search — see How to customize the sender and subject line of listing alert emails in Presence® for instructions.

How to change the FROM address before sending

  1. Navigate to the Presence® Platform.
  2. Click Actions from the left-hand menu.
  3. Click on an action to open it.
  4. Under Suggested action, locate the email composer.
  5. Click the dropdown at the top of the composer showing your current email address.
  6. Select the correct email address from the list.
  7. Click Send.

How to connect a different email address

If the email address you want isn't available in the dropdown, you need to connect it first:

  1. Navigate to the Presence® Platform.
  2. Click your name or initials in the bottom left-hand corner of the screen.
  3. Select Settings from the menu.
  4. Click Connected Accounts.
  5. Locate the Email & Calendar section and click Add account.
  6. Select Google or Microsoft and follow the prompts to authorize the account.

Once connected, the new address will appear in the FROM dropdown when composing emails in Actions.

FAQs

Can I set a default FROM address for all CRM emails?

The AI CRM pre-fills the FROM address based on your connected email accounts. If you have only one account connected, that address is used automatically. If you have multiple accounts connected, check the dropdown in the Suggested action composer before sending to confirm the right one is selected.

What email providers are supported?

The AI CRM supports Google (Gmail and Google Workspace) and Microsoft (Outlook and Microsoft 365). Other email providers are not currently supported. Contact our support team if you need help with your options.

My listing alert emails are coming from the wrong sender — is this the same issue?

No — listing alert emails use a separate sender setting. To update the sender on a listing alert, open the saved search, select the correct sender from the Sender dropdown, and save. The name, headshot, and email address pull automatically from that agent's profile. See How to customize the sender and subject line of listing alert emails in Presence® for full instructions.

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