Who your replies come from

You do not need to set anything up first

Nemma already has a sender address ready for your shop. It sits on Nemma's own domain and works from the first reply. You do not need to change DNS, and you do not need to ask your web host for anything. That is why it is not a step in setup.

You can see the address under Settings → Sender: in the What the email looks like preview it is on the From line. On a narrow screen the preview is behind See what the email looks like.

How it looks to the customer

Two things control how the reply behaves in the customer's inbox:

• The sender is what the customer sees in their inbox. By default it is your shop name followed by "Support" - not Nemma.
• The reply-to address is the address the customer's reply goes to. It points back to Nemma.

That is why something useful happens when the customer hits Reply: the email lands automatically in the same case with you, in the same thread, under the same customer. If the case is already marked Resolved, it is reopened and lands under Open, so you do not overlook the follow-up.

Set a name and signature

Under Settings → Sender, in the Name and signature card:

1. Write a Sender name (for example "Nord Supply Customer Service"). If you leave the field empty, your shop name followed by "Support" is used.
2. Write your Signature. It is added automatically at the bottom of all outgoing replies. If the customer writes in a language other than English, Nemma translates the signature together with the reply.
3. Click Save.

The What the email looks like preview follows along as you type, so you can see the sender name, address and signature the way the customer gets them. At the bottom there is a short note saying that the reply was prepared with the help of an AI assistant. It is added to all replies and cannot be switched off.

Only the account owner can change the two fields.

Your own sender domain is optional

If you would rather send from your own address, for example support@yourshop.com, that is an option - not a requirement to get started.

If the option is open for your account, it appears as the Your own sender domain (optional) card under Settings → Sender, below the Name and signature card. It has the field Sender address and the button Create sender domain. Here is how to do it:

1. Write the address your customers should see as the sender and click Create sender domain.
2. Add the DNS records shown at your DNS provider. Nemma shows the type, name and value for each.
3. Click Verify DNS. DNS changes can take a couple of hours to take effect, so check again later if it still says Pending.

Once the domain shows as Verified, Nemma uses your own address instead. If the option is not open for your account, the card is not shown at all. Then there is nothing to do - the system address already sends your replies.

Check that the channel works

Under Settings → Channels, the Email card shows a status line that changes from Waiting for the first email to Receiving emails as soon as your first customer email has landed in Nemma.