What are Partner Addresses?
Partner addresses are email addresses of organizations with which your company has a sharing agreement. This feature is especially useful when you want to prevent mail loops from happening in your customer support operations.
When you add partner addresses to your LiveAgent system, you’re essentially telling the platform which external organizations you work with and share information with. This helps maintain clean communication channels and prevents the common problem of emails bouncing back and forth between systems indefinitely.
Why Use Partner Addresses?
Prevent Mail Loops
Mail loops occur when an email is sent back and forth between two email systems repeatedly, creating an infinite loop of messages. This typically happens when:
- Two organizations share support tickets or customer information
- Automated responses trigger each other
- Email forwarding rules create circular patterns
By adding partner addresses to your LiveAgent configuration, you can prevent these loops from occurring, ensuring that your communication remains efficient and your inbox stays clean.
Streamline Communication
Partner addresses help you organize and manage your external communications more effectively. By clearly defining which organizations you work with, you can:
- Maintain better control over your email workflows
- Ensure that shared tickets are handled properly
- Reduce confusion about which emails should be processed by your system
- Improve overall communication efficiency with partner organizations
Best Practices for Managing Partner Addresses
Keep Your List Updated
Regularly review and update your partner addresses list to ensure it reflects your current business relationships. Remove addresses from organizations you no longer work with to keep your system clean and efficient.
Document Your Sharing Agreements
Maintain clear documentation of which organizations are included in your partner addresses and what sharing agreements you have with them. This helps your team understand the purpose of each entry and ensures consistency in how partner communications are handled.
Test Your Configuration
After adding new partner addresses, test your email workflows to ensure that mail loops are properly prevented and that communications with partner organizations flow smoothly.
Coordinate with Partner Organizations
Make sure that partner organizations are aware of your partner address configuration and that they have similar safeguards in place on their end. This mutual understanding helps prevent mail loops and ensures smooth collaboration.