3248400 - Agent Desktop (Add-on) : Email From field defaults to noreply@ email address and there is no option to change it

• You are using the Agent Desktop (AD) in side by side mode (add-on) in C4C
• While in the AD, you find that the "From" e-mail field would not allow using other e-mails other than the default noreply@... e-mail address

• SAP Cloud for Customer
• SAP Cloud for Service
• SAP Cloud for Sales

1. Go to Services -> Agent Desktop
2. Search and confirm a BP
3. Click Message to sent an outbound e-mail
4. The From field only allows users to use the noreply e-mail

• The system is working as designed
• Other rules or e-mail addresses maintained in the C4C system are not meant to be used in the Agent Desktop Add-on

• While Agent Desktop is used in the so called side by side mode (as an add-on), the system only defaults to the noreply e-mail
• Due to technical limitations, the add-on was not designed to allow users to use other e-mails addresses in the "From", except for a technical e-mail address.
• If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.

• Agent Desktop FAQ
• Service Agent Console

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