feat: Ability to customise the email sender name [CW-1629] (#7345)

Gemfile.lock

@@ -441,7 +441,7 @@ GEM
     mini_magick (4.12.0)
     mini_mime (1.1.2)
     mini_portile2 (2.8.2)
-    minitest (5.18.0)
+    minitest (5.18.1)
     mock_redis (0.36.0)
       ruby2_keywords
     msgpack (1.7.0)
@@ -450,7 +450,7 @@ GEM
     multipart-post (2.3.0)
     net-http-persistent (4.0.2)
       connection_pool (~> 2.2)
-    net-imap (0.3.4)
+    net-imap (0.3.6)
       date
       net-protocol
     net-pop (0.1.2)
@@ -525,7 +525,7 @@ GEM
     pundit (2.3.0)
       activesupport (>= 3.0.0)
     raabro (1.4.0)
-    racc (1.7.0)
+    racc (1.7.1)
     rack (2.2.7)
     rack-attack (6.6.1)
       rack (>= 1.0, < 3)
@@ -731,7 +731,7 @@ GEM
     time_diff (0.3.0)
       activesupport
       i18n
-    timeout (0.3.2)
+    timeout (0.4.0)
     trailblazer-option (0.1.2)
     twilio-ruby (5.77.0)
       faraday (>= 0.9, < 3.0)

app/controllers/api/v1/accounts/inboxes_controller.rb

@@ -124,7 +124,7 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   def inbox_attributes
     [:name, :avatar, :greeting_enabled, :greeting_message, :enable_email_collect, :csat_survey_enabled,
      :enable_auto_assignment, :working_hours_enabled, :out_of_office_message, :timezone, :allow_messages_after_resolved,
-     :lock_to_single_conversation, :portal_id]
+     :lock_to_single_conversation, :portal_id, :sender_name_type, :business_name]
   end
 
   def permitted_params(channel_attributes = [])

app/javascript/dashboard/components/SettingsSection.vue

@@ -1,11 +1,11 @@
 <template>
-  <div class="row settings--section">
+  <div class="row settings--section" :class="{ border: showBorder }">
     <div class="medium-4 small-12 title--section">
-      <p class="sub-block-title">
+      <p v-if="title" class="sub-block-title">
         {{ title }}
       </p>
       <p class="sub-head">
-        <slot name="subTitle">
+        <slot v-if="subTitle" name="subTitle">
           {{ subTitle }}
         </slot>
       </p>
@@ -25,11 +25,15 @@ export default {
   props: {
     title: {
       type: String,
-      required: true,
+      default: '',
     },
     subTitle: {
       type: String,
-      required: true,
+      default: '',
+    },
+    showBorder: {
+      type: Boolean,
+      default: true,
     },
     note: {
       type: String,
@@ -43,9 +47,13 @@ export default {
 @import '~dashboard/assets/scss/variables';
 
 .settings--section {
-  border-bottom: 1px solid $color-border;
   display: flex;
-  padding: $space-normal $space-normal $space-normal 0;
+  padding: 0 $space-normal $space-normal 0;
+
+  &.border {
+    padding-top: $space-normal;
+    border-bottom: 1px solid $color-border;
+  }
 
   .sub-block-title {
     color: $color-woot;

app/javascript/dashboard/components/ui/PreviewCard.vue

@@ -13,9 +13,10 @@
     <div class="content-wrap">
       {{ content }}
     </div>
-    <div class="image-wrap">
+    <div v-if="src" class="image-wrap">
       <img :src="src" class="image" :class="{ activeimage: active }" />
     </div>
+    <slot v-else />
   </div>
 </template>
 

app/javascript/dashboard/i18n/locale/en/inboxMgmt.json

@@ -391,6 +391,25 @@
         "ENABLED": "Enabled",
         "DISABLED": "Disabled"
       },
+      "SENDER_NAME_SECTION": {
+        "TITLE": "Sender name",
+        "SUB_TEXT": "Select the name shown to the your customer when they receive emails from your agents.",
+        "FOR_EG": "For eg:",
+        "FRIENDLY": {
+          "TITLE": "Friendly",
+          "FROM": "from",
+          "SUBTITLE": "Add the name of the agent who sent the reply in the sender name to make it friendly."
+        },
+        "PROFESSIONAL": {
+          "TITLE": "Professional",
+          "SUBTITLE": "Use only the configured business name as the sender name in the email header."
+        },
+        "BUSINESS_NAME": {
+          "BUTTON_TEXT": "+ Configure your business name",
+          "PLACEHOLDER": "Enter your business name",
+          "SAVE_BUTTON_TEXT": "Save"
+        }
+      },
       "ALLOW_MESSAGES_AFTER_RESOLVED": {
         "ENABLED": "Enabled",
         "DISABLED": "Disabled"
@@ -454,7 +473,9 @@
       "ENABLE_EMAIL_COLLECT_BOX_SUB_TEXT": "Enable or disable email collect box on new conversation",
       "AUTO_ASSIGNMENT": "Enable auto assignment",
       "ENABLE_CSAT": "Enable CSAT",
+      "SENDER_NAME_SECTION": "Enable Agent Name in Email",
       "ENABLE_CSAT_SUB_TEXT": "Enable/Disable CSAT(Customer satisfaction) survey after resolving a conversation",
+      "SENDER_NAME_SECTION_TEXT": "Enable/Disable showing Agent's name in email, if disabled it will show business name",
       "ENABLE_CONTINUITY_VIA_EMAIL": "Enable conversation continuity via email",
       "ENABLE_CONTINUITY_VIA_EMAIL_SUB_TEXT": "Conversations will continue over email if the contact email address is available.",
       "LOCK_TO_SINGLE_CONVERSATION": "Lock to single conversation",

app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue

@@ -23,6 +23,7 @@
       <settings-section
         :title="$t('INBOX_MGMT.SETTINGS_POPUP.INBOX_UPDATE_TITLE')"
         :sub-title="$t('INBOX_MGMT.SETTINGS_POPUP.INBOX_UPDATE_SUB_TEXT')"
+        :show-border="false"
       >
         <woot-avatar-uploader
           :label="$t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_AVATAR.LABEL')"
@@ -258,7 +259,7 @@
             }}
           </p>
         </label>
-        <div class="medium-9 settings-item settings-item">
+        <div class="medium-9 settings-item">
           <label>
             {{ $t('INBOX_MGMT.HELP_CENTER.LABEL') }}
           </label>
@@ -313,7 +314,7 @@
             {{ $t('INBOX_MGMT.FEATURES.DISPLAY_FILE_PICKER') }}
           </label>
         </div>
-        <div v-if="isAWebWidgetInbox" class="settings-item settings-item">
+        <div v-if="isAWebWidgetInbox" class="settings-item">
           <input
             v-model="selectedFeatureFlags"
             type="checkbox"
@@ -324,7 +325,7 @@
             {{ $t('INBOX_MGMT.FEATURES.DISPLAY_EMOJI_PICKER') }}
           </label>
         </div>
-        <div v-if="isAWebWidgetInbox" class="settings-item settings-item">
+        <div v-if="isAWebWidgetInbox" class="settings-item">
           <input
             v-model="selectedFeatureFlags"
             type="checkbox"
@@ -335,7 +336,7 @@
             {{ $t('INBOX_MGMT.FEATURES.ALLOW_END_CONVERSATION') }}
           </label>
         </div>
-        <div v-if="isAWebWidgetInbox" class="settings-item settings-item">
+        <div v-if="isAWebWidgetInbox" class="settings-item">
           <input
             v-model="selectedFeatureFlags"
             type="checkbox"
@@ -346,7 +347,54 @@
             {{ $t('INBOX_MGMT.FEATURES.USE_INBOX_AVATAR_FOR_BOT') }}
           </label>
         </div>
-
+      </settings-section>
+      <settings-section
+        v-if="isAWebWidgetInbox || isAnEmailChannel"
+        :title="$t('INBOX_MGMT.EDIT.SENDER_NAME_SECTION.TITLE')"
+        :sub-title="$t('INBOX_MGMT.EDIT.SENDER_NAME_SECTION.SUB_TEXT')"
+        :show-border="false"
+      >
+        <div class="medium-9 settings-item">
+          <sender-name-example-preview
+            :sender-name-type="senderNameType"
+            :business-name="businessName"
+            @update="toggleSenderNameType"
+          />
+          <div class="business-section">
+            <woot-button
+              variant="clear"
+              color-scheme="primary"
+              @click="onClickShowBusinessNameInput"
+            >
+              {{
+                $t(
+                  'INBOX_MGMT.EDIT.SENDER_NAME_SECTION.BUSINESS_NAME.BUTTON_TEXT'
+                )
+              }}
+            </woot-button>
+            <div v-if="showBusinessNameInput" class="business-name-input">
+              <input
+                ref="businessNameInput"
+                v-model="businessName"
+                :placeholder="
+                  $t(
+                    'INBOX_MGMT.EDIT.SENDER_NAME_SECTION.BUSINESS_NAME.PLACEHOLDER'
+                  )
+                "
+                type="text"
+              />
+              <woot-button color-scheme="primary" @click="updateInbox">
+                {{
+                  $t(
+                    'INBOX_MGMT.EDIT.SENDER_NAME_SECTION.BUSINESS_NAME.SAVE_BUTTON_TEXT'
+                  )
+                }}
+              </woot-button>
+            </div>
+          </div>
+        </div>
+      </settings-section>
+      <settings-section :show-border="false">
         <woot-submit-button
           v-if="isAPIInbox"
           type="submit"
@@ -405,6 +453,7 @@ import CollaboratorsPage from './settingsPage/CollaboratorsPage';
 import WidgetBuilder from './WidgetBuilder';
 import BotConfiguration from './components/BotConfiguration';
 import { FEATURE_FLAGS } from '../../../../featureFlags';
+import SenderNameExamplePreview from './components/SenderNameExamplePreview';
 
 export default {
   components: {
@@ -418,6 +467,7 @@ export default {
     SettingsSection,
     WeeklyAvailability,
     WidgetBuilder,
+    SenderNameExamplePreview,
   },
   mixins: [alertMixin, configMixin, inboxMixin],
   data() {
@@ -429,6 +479,8 @@ export default {
       greetingMessage: '',
       emailCollectEnabled: false,
       csatSurveyEnabled: false,
+      senderNameType: 'friendly',
+      businessName: '',
       locktoSingleConversation: false,
       allowMessagesAfterResolved: true,
       continuityViaEmail: true,
@@ -441,6 +493,7 @@ export default {
       replyTime: '',
       selectedTabIndex: 0,
       selectedPortalSlug: '',
+      showBusinessNameInput: false,
     };
   },
   computed: {
@@ -621,6 +674,8 @@ export default {
         this.greetingMessage = this.inbox.greeting_message || '';
         this.emailCollectEnabled = this.inbox.enable_email_collect;
         this.csatSurveyEnabled = this.inbox.csat_survey_enabled;
+        this.senderNameType = this.inbox.sender_name_type;
+        this.businessName = this.inbox.business_name;
         this.allowMessagesAfterResolved = this.inbox.allow_messages_after_resolved;
         this.continuityViaEmail = this.inbox.continuity_via_email;
         this.channelWebsiteUrl = this.inbox.website_url;
@@ -650,6 +705,8 @@ export default {
               ).id
             : null,
           lock_to_single_conversation: this.locktoSingleConversation,
+          sender_name_type: this.senderNameType,
+          business_name: this.businessName || null,
           channel: {
             widget_color: this.inbox.widget_color,
             website_url: this.channelWebsiteUrl,
@@ -694,6 +751,17 @@ export default {
         );
       }
     },
+    toggleSenderNameType(key) {
+      this.senderNameType = key;
+    },
+    onClickShowBusinessNameInput() {
+      this.showBusinessNameInput = !this.showBusinessNameInput;
+      if (this.showBusinessNameInput) {
+        this.$nextTick(() => {
+          this.$refs.businessNameInput.focus();
+        });
+      }
+    },
   },
   validations: {
     webhookUrl: {
@@ -717,12 +785,6 @@ export default {
     }
   }
 
-  .settings--content {
-    div:last-child {
-      border-bottom: 0;
-    }
-  }
-
   .tabs {
     padding: 0;
     margin-bottom: -1px;
@@ -742,4 +804,22 @@ export default {
     padding-bottom: var(--space-smaller);
   }
 }
+
+.business-section {
+  display: flex;
+  flex-direction: column;
+  align-items: flex-start;
+  gap: var(--space-small);
+  margin-top: var(--space-small);
+
+  .business-name-input {
+    display: flex;
+    gap: var(--space-small);
+    width: 80%;
+
+    input {
+      margin-bottom: 0;
+    }
+  }
+}
 </style>

app/javascript/dashboard/routes/dashboard/settings/inbox/components/SenderNameExamplePreview.vue

@@ -0,0 +1,161 @@
+<template>
+  <div class="sender-name--preview-container">
+    <button
+      v-for="keyOption in senderNameKeyOptions"
+      :key="keyOption.key"
+      class="preview-button"
+      @click="toggleSenderNameType(keyOption.key)"
+    >
+      <preview-card
+        :heading="keyOption.heading"
+        :content="keyOption.content"
+        :active="keyOption.key === senderNameType"
+      >
+        <div class="sender-name--preview-content">
+          <span class="text">
+            {{ $t('INBOX_MGMT.EDIT.SENDER_NAME_SECTION.FOR_EG') }}
+          </span>
+          <div class="sender-name--preview">
+            <thumbnail :username="userName(keyOption)" size="32px" />
+            <div class="preview-card--content">
+              <div class="sender-name--preview">
+                <span v-if="isKeyOptionFriendly(keyOption.key)" class="name">
+                  {{ keyOption.preview.senderName }}
+                </span>
+                <span v-if="isKeyOptionFriendly(keyOption.key)" class="text">
+                  {{ $t('INBOX_MGMT.EDIT.SENDER_NAME_SECTION.FRIENDLY.FROM') }}
+                </span>
+                <span class="name text-truncate">
+                  {{ businessName || keyOption.preview.businessName }}
+                </span>
+              </div>
+              <span class="text">{{ keyOption.preview.email }}</span>
+            </div>
+          </div>
+        </div>
+      </preview-card>
+    </button>
+  </div>
+</template>
+
+<script>
+import PreviewCard from 'dashboard/components/ui/PreviewCard';
+import Thumbnail from 'dashboard/components/widgets/Thumbnail';
+
+export default {
+  components: {
+    PreviewCard,
+    Thumbnail,
+  },
+  props: {
+    senderNameType: {
+      type: String,
+      default: 'friendly',
+    },
+    businessName: {
+      type: String,
+      default: '',
+    },
+  },
+  data() {
+    return {
+      senderNameKeyOptions: [
+        {
+          key: 'friendly',
+          heading: this.$t(
+            'INBOX_MGMT.EDIT.SENDER_NAME_SECTION.FRIENDLY.TITLE'
+          ),
+          content: this.$t(
+            'INBOX_MGMT.EDIT.SENDER_NAME_SECTION.FRIENDLY.SUBTITLE'
+          ),
+          preview: {
+            senderName: 'Smith',
+            businessName: 'Chatwoot',
+            email: '<support@yourbusiness.com>',
+          },
+        },
+        {
+          key: 'professional',
+          heading: this.$t(
+            'INBOX_MGMT.EDIT.SENDER_NAME_SECTION.PROFESSIONAL.TITLE'
+          ),
+          content: this.$t(
+            'INBOX_MGMT.EDIT.SENDER_NAME_SECTION.PROFESSIONAL.SUBTITLE'
+          ),
+          preview: {
+            senderName: '',
+            businessName: 'Chatwoot',
+            email: '<support@yourbusiness.com>',
+          },
+        },
+      ],
+    };
+  },
+  methods: {
+    isKeyOptionFriendly(key) {
+      return key === 'friendly';
+    },
+    userName(keyOption) {
+      return this.isKeyOptionFriendly(keyOption.key)
+        ? keyOption.preview.senderName
+        : keyOption.preview.businessName;
+    },
+    toggleSenderNameType(key) {
+      this.$emit('update', key);
+    },
+  },
+};
+</script>
+
+<style lang="scss" scoped>
+.sender-name--preview-container {
+  display: flex;
+  flex-direction: row;
+  align-items: center;
+  gap: var(--space-normal);
+
+  .sender-name--preview-content {
+    display: flex;
+    flex-direction: column;
+    align-items: flex-start;
+    padding: var(--space-slab);
+    gap: var(--space-small);
+  }
+}
+
+.preview-button {
+  color: var(--s-700);
+
+  .text {
+    font-size: var(--font-size-mini);
+  }
+
+  .sender-name--preview {
+    display: flex;
+    flex-direction: row;
+    align-items: center;
+    gap: var(--space-small);
+
+    .preview-card--content {
+      display: flex;
+      flex-direction: column;
+      align-items: flex-start;
+      gap: var(--space-smaller);
+
+      .sender-name--preview {
+        align-items: center;
+        display: flex;
+        flex-direction: row;
+        gap: var(--space-micro);
+        max-width: 18rem;
+
+        .name {
+          font-size: var(--font-size-mini);
+          font-weight: var(--font-weight-bold);
+          line-height: 1.2;
+        }
+      }
+    }
+  }
+}
+</style>

app/javascript/shared/mixins/specs/automationFixtures.js

@@ -390,6 +390,7 @@ export const inboxes = [
     working_hours_enabled: false,
     enable_email_collect: true,
     csat_survey_enabled: true,
+    sender_name_type: 0,
     enable_auto_assignment: true,
     out_of_office_message:
       'We are unavailable at the moment. Leave a message we will respond once we are back.',

app/mailers/conversation_reply_mailer.rb

@@ -79,14 +79,31 @@ class ConversationReplyMailer < ApplicationMailer
     @conversation.messages.chat.where.not(message_type: :incoming)&.last
   end
 
-  def sender_name
+  def sender_name(sender_email)
-    @sender_name ||= current_message&.sender&.available_name || @agent&.available_name || 'Notifications'
+    if @inbox.friendly?
+      I18n.t('conversations.reply.email.header.friendly_name', sender_name: custom_sender_name, business_name: business_name,
+                                                               from_email: sender_email)
+    else
+      I18n.t('conversations.reply.email.header.professional_name', business_name: business_name, from_email: sender_email)
+    end
   end
 
   def current_message
     @message || @conversation.messages.outgoing.last
   end
 
+  def custom_sender_name
+    current_message&.sender&.available_name || @agent&.available_name || 'Notifications'
+  end
+
+  def business_name
+    @inbox.business_name || @inbox.name
+  end
+
+  def from_email
+    should_use_conversation_email_address? ? parse_email(@account.support_email) : parse_email(inbox_from_email_address)
+  end
+
   def mail_subject
     subject = @conversation.additional_attributes['mail_subject']
     return "[##{@conversation.display_id}] #{I18n.t('conversations.reply.email_subject')}" if subject.nil?
@@ -101,26 +118,18 @@ class ConversationReplyMailer < ApplicationMailer
 
   def reply_email
     if should_use_conversation_email_address?
-      I18n.t('conversations.reply.email.header.reply_with_name', assignee_name: sender_name, inbox_name: @inbox.name,
+      sender_name("reply+#{@conversation.uuid}@#{@account.inbound_email_domain}")
-                                                                 reply_email: "#{@conversation.uuid}@#{@account.inbound_email_domain}")
     else
       @inbox.email_address || @agent&.email
     end
   end
 
   def from_email_with_name
-    if should_use_conversation_email_address?
+    sender_name(from_email)
-      I18n.t('conversations.reply.email.header.from_with_name', assignee_name: sender_name, inbox_name: @inbox.name,
-                                                                from_email: parse_email(@account.support_email))
-    else
-      I18n.t('conversations.reply.email.header.from_with_name', assignee_name: sender_name, inbox_name: @inbox.name,
-                                                                from_email: parse_email(inbox_from_email_address))
-    end
   end
 
   def channel_email_with_name
-    I18n.t('conversations.reply.channel_email.header.reply_with_name', assignee_name: sender_name, inbox_name: @inbox.name,
+    sender_name(@channel.email)
-                                                                       from_email: @channel.email)
   end
 
   def parse_email(email_string)

app/models/inbox.rb

@@ -7,6 +7,7 @@
 #  id                            :integer          not null, primary key
 #  allow_messages_after_resolved :boolean          default(TRUE)
 #  auto_assignment_config        :jsonb
+#  business_name                 :string
 #  channel_type                  :string
 #  csat_survey_enabled           :boolean          default(FALSE)
 #  email_address                 :string
@@ -17,6 +18,7 @@
 #  lock_to_single_conversation   :boolean          default(FALSE), not null
 #  name                          :string           not null
 #  out_of_office_message         :string
+#  sender_name_type              :integer          default("friendly"), not null
 #  timezone                      :string           default("UTC")
 #  working_hours_enabled         :boolean          default(FALSE)
 #  created_at                    :datetime         not null
@@ -69,6 +71,8 @@ class Inbox < ApplicationRecord
   has_many :webhooks, dependent: :destroy_async
   has_many :hooks, dependent: :destroy_async, class_name: 'Integrations::Hook'
 
+  enum sender_name_type: { friendly: 0, professional: 1 }
+
   after_destroy :delete_round_robin_agents
 
   scope :order_by_name, -> { order('lower(name) ASC') }

app/views/api/v1/models/_inbox.json.jbuilder

@@ -16,6 +16,8 @@ json.timezone resource.timezone
 json.callback_webhook_url resource.callback_webhook_url
 json.allow_messages_after_resolved resource.allow_messages_after_resolved
 json.lock_to_single_conversation resource.lock_to_single_conversation
+json.sender_name_type resource.sender_name_type
+json.business_name resource.business_name
 
 if resource.portal.present?
   json.help_center do

config/locales/en.yml

@@ -160,6 +160,8 @@ en:
         header:
           from_with_name: "%{assignee_name} from %{inbox_name} <%{from_email}>"
           reply_with_name: "%{assignee_name} from %{inbox_name} <reply+%{reply_email}>"
+          friendly_name: "%{sender_name} from %{business_name} <%{from_email}>"
+          professional_name: "%{business_name} <%{from_email}>"
       channel_email:
         header:
           reply_with_name: "%{assignee_name} from %{inbox_name} <%{from_email}>"

db/migrate/20230525085402_add_custom_sender_name_toggle.rb

@@ -0,0 +1,5 @@
+class AddCustomSenderNameToggle < ActiveRecord::Migration[7.0]
+  def change
+    add_column :inboxes, :sender_name_type, :integer, default: 0, null: false
+  end
+end

db/migrate/20230614044633_add_sender_name_to_in.rb

@@ -0,0 +1,5 @@
+class AddSenderNameToIn < ActiveRecord::Migration[7.0]
+  def change
+    add_column :inboxes, :business_name, :string, null: true
+  end
+end

db/schema.rb

@@ -584,6 +584,8 @@ ActiveRecord::Schema[7.0].define(version: 2023_06_20_212340) do
     t.jsonb "auto_assignment_config", default: {}
     t.boolean "lock_to_single_conversation", default: false, null: false
     t.bigint "portal_id"
+    t.string "business_name"
+    t.integer "sender_name_type", default: 0, null: false
     t.index ["account_id"], name: "index_inboxes_on_account_id"
     t.index ["channel_id", "channel_type"], name: "index_inboxes_on_channel_id_and_channel_type"
     t.index ["portal_id"], name: "index_inboxes_on_portal_id"

spec/mailers/conversation_reply_mailer_spec.rb

@@ -44,6 +44,7 @@ RSpec.describe ConversationReplyMailer do
                  bcc_emails: 'agent_bcc1@example.com'
                })
       end
+
       let(:private_message) { create(:message, account: account, content: 'This is a private message', conversation: conversation) }
       let(:mail) { described_class.reply_with_summary(message.conversation, message.id).deliver_now }
       let(:cc_mail) { described_class.reply_with_summary(cc_message.conversation, message.id).deliver_now }
@@ -186,13 +187,84 @@ RSpec.describe ConversationReplyMailer do
         expect(mail['from'].value).to eq "#{conversation.assignee.available_name} from #{smtp_email_channel.inbox.name} <#{smtp_email_channel.email}>"
       end
 
-      it 'renders inbox name as sender and assignee not present' do
+      it 'renders inbox name as sender and assignee or business_name not present' do
         message.update(sender_id: nil)
         conversation.update(assignee_id: nil)
 
         mail = described_class.email_reply(message)
         expect(mail['from'].value).to eq "Notifications from #{smtp_email_channel.inbox.name} <#{smtp_email_channel.email}>"
       end
+
+      context 'when friendly name enabled' do
+        before do
+          conversation.inbox.update(sender_name_type: 0)
+          conversation.inbox.update(business_name: 'Business Name')
+        end
+
+        it 'renders sender name as sender and assignee and business_name not present' do
+          message.update(sender_id: nil)
+          conversation.update(assignee_id: nil)
+          conversation.inbox.update(business_name: nil)
+
+          mail = described_class.email_reply(message)
+
+          expect(mail['from'].value).to eq "Notifications from #{conversation.inbox.name} <#{smtp_email_channel.email}>"
+        end
+
+        it 'renders sender name as sender and assignee nil and business_name present' do
+          message.update(sender_id: nil)
+          conversation.update(assignee_id: nil)
+
+          mail = described_class.email_reply(message)
+
+          expect(mail['from'].value).to eq(
+            "Notifications from #{conversation.inbox.business_name} <#{smtp_email_channel.email}>"
+          )
+        end
+
+        it 'renders sender name as sender nil and assignee and business_name present' do
+          message.update(sender_id: nil)
+          conversation.update(assignee_id: agent.id)
+
+          mail = described_class.email_reply(message)
+          expect(mail['from'].value).to eq "#{agent.available_name} from #{conversation.inbox.business_name} <#{smtp_email_channel.email}>"
+        end
+
+        it 'renders sender name as sender and assignee and business_name present' do
+          agent_2 = create(:user, email: 'agent2@example.com', account: account)
+          message.update(sender_id: agent_2.id)
+          conversation.update(assignee_id: agent.id)
+
+          mail = described_class.email_reply(message)
+          expect(mail['from'].value).to eq "#{agent_2.available_name} from #{conversation.inbox.business_name} <#{smtp_email_channel.email}>"
+        end
+      end
+
+      context 'when friendly name disabled' do
+        before do
+          conversation.inbox.update(sender_name_type: 1)
+          conversation.inbox.update(business_name: 'Business Name')
+        end
+
+        it 'renders sender name as business_name not present' do
+          message.update(sender_id: nil)
+          conversation.update(assignee_id: nil)
+          conversation.inbox.update(business_name: nil)
+
+          mail = described_class.email_reply(message)
+
+          expect(mail['from'].value).to eq "#{conversation.inbox.name} <#{smtp_email_channel.email}>"
+        end
+
+        it 'renders sender name as business_name present' do
+          message.update(sender_id: nil)
+          conversation.update(assignee_id: nil)
+
+          mail = described_class.email_reply(message)
+
+          expect(mail['from'].value).to eq "#{conversation.inbox.business_name} <#{smtp_email_channel.email}>"
+        end
+      end
     end
 
     context 'when smtp enabled for microsoft email channel' do