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Send from Lunadesk, replies go to your inbox

Send from your Lunadesk address while customer replies come back to your own inbox.

Published 9/10/2026Updated 9/10/2026
Channels · Email
Send from Lunadesk, replies go to your inbox

Send from your Lunadesk address while customer replies come back to your own inbox.

Header only Setup: noneReady immediately

This is one of four ways Lunadesk can send your email replies. To compare them side by side, see Choosing how Lunadesk sends your email replies.

Throughout this guide we'll use an example store, Acme Outdoor, whose support address is support@acmeoutdoor.com, and a customer named Sarah asking where her order is.

What it is

This works like sending from your Lunadesk address, with one change: Lunadesk adds a Reply-To line pointing at your own address. Your replies still leave from your @lunadesk.ai address, but when your customer hits Reply, their answer goes to support@acmeoutdoor.com instead.

Because your support inbox is connected to Lunadesk, that answer then flows into Lunadesk and joins the same ticket. Your customers end up writing to the address they already know, and you still don't need to touch DNS.

i

What's a Reply-To? Every email has a From line, which is the name and address your customer sees in their inbox. Reply-To is where the answer goes when your customer hits Reply. Most people never see it. Their email app simply uses it behind the scenes. If an email has no Reply-To, the answer goes back to the From address.

What your customer sees

Send from Lunadesk, replies go to your inbox Header only
Your customer's inbox
Re: Where is my order #10482?
A
Acme Outdoor Support <acmeoutdoor@lunadesk.ai>
to Sarah
10:42 AM
from:acmeoutdoor@lunadesk.aireply-to:support@acmeoutdoor.com
Hi Sarah, good news, your order shipped this morning. You can follow it here any time. Let us know if there's anything else we can help with!

Dana, Acme Outdoor Support
↩ ReplyTo: support@acmeoutdoor.com
The reply-to line is usually tucked away in the message details. The Reply button uses it automatically.
When you reply
LunadeskYour agent (or AI) sends the reply
Customer's inboxSarah reads your reply
When your customer replies
Sarah hits ReplyHer email app picks the address
support@acmeoutdoor.comYour inbox, connected to Lunadesk
Same Lunadesk ticketThe conversation stays in one thread
  • From: Acme Outdoor Support <acmeoutdoor@lunadesk.ai>
  • Reply-To: support@acmeoutdoor.com (usually only visible if the customer opens the message details)
  • When Sarah hits Reply: her email app fills in support@acmeoutdoor.com. The message reaches your inbox and is passed into the same Lunadesk ticket.

Setting it up

Select Send from Lunadesk, replies go to your inbox and click Continue. Make sure your support inbox is connected to Lunadesk (the Email step in setup), so replies that arrive there reach Lunadesk too.

A good fit if

  • ✓You want customers to keep writing to your own address.
  • ✓You don't have DNS access, or you're waiting on someone who does.
  • ✓You want a quick setup today and plan to move to sending from your own domain (DKIM) soon.

Keep in mind

  • !The sender address is still @lunadesk.ai, so it isn't fully branded.
  • !Some email apps show a small "via lunadesk.ai" label next to your sender name. This is normal and doesn't affect delivery.
  • !Customer replies only reach Lunadesk while your support inbox stays connected. If that connection stops, replies will sit in your regular inbox instead of your Lunadesk tickets.

Frequently asked questions

What does "via lunadesk.ai" mean?
Some email apps, like Gmail, show "via" next to a sender name when an email was sent by a service on the sender's behalf. It's a normal, harmless label. Sending from your own domain (DKIM) or via your own SMTP server doesn't show it.
Can I switch to a different option later?
Yes. You can switch between options at any time from Settings. Switching only changes how new replies are sent. Your existing tickets, conversations and history stay exactly where they are.
Do I need a developer to set this up?
No. This option needs no setup at all.

Other ways to send your replies

Send from your Lunadesk addressSend from your own domain (DKIM)Send via your own SMTP serverCompare all four options
Still have questions?

Contact our support team and we'll help you pick the right option.

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