Short answer: the emails your guests receive show your business name as the sender and replies come back to you — but you can't set a custom @yourdomain.com address as the literal "From." That underlying send address is a TripWorks address, on purpose, so your emails reliably reach the inbox.
In this article
What guests see
- Sender name — your business name, so the email clearly comes from you (not "TripWorks").
- Reply-To — your contact email, so when a guest hits reply, it goes straight to you.
-
From address — a TripWorks sending address (something like
@tripworks.com). This is fixed and isn't per-template.
So a guest sees "Your Business Name" as the sender, and any reply lands in your inbox — even though the technical send address is TripWorks'.
What you can change
Both settings live on your account, under Setup Company & policies General:
- "Reply to" Name — the sender name guests see. Set this to your company name (for example, ACME Tour Operator).
- Contact email — the address replies go to.
These apply to all of your guest emails; they aren't set per template.
Where guest replies go
When a guest replies to any email, it goes to your Contact email (the Reply-To) — not to the TripWorks send address. That's true even for reseller/partner bookings: a reseller confirmation may be sent to the reseller, but a customer's reply still comes back to your account's Contact email.
One thing to get right: set a valid Contact email. If it's blank, there's no Reply-To on the message, and a reply would fall back to the TripWorks send address (booking@tripworks.com) — which isn't monitored for you. So make sure your Contact email is filled in under General settings.
Why the send address is TripWorks'
Sending from a verified TripWorks domain keeps your emails authenticated (SPF/DKIM) so they land in inboxes instead of spam. If every operator sent from their own unverified address, deliverability would suffer. You get the branding — your name as sender, replies to you — without the deliverability risk.
Frequently asked questions
Can I send emails from my own domain (e.g. bookings@mycompany.com)?
Not as the literal From address — the send address is a TripWorks address for deliverability. Your business name still shows as the sender, and replies go to your contact email, so to guests it reads as coming from you.
Where do I change the sender name and reply-to?
Setup → Company & policies → General. Set the "Reply to" Name (your company name) and the Contact email (where replies go).
Can I use a different "From" for one specific template?
No — the sender name and reply-to are account-wide, not per template. You edit each template's content in the Message Templates Studio, but the sender is set once for all emails.
Will guest replies actually reach me?
Yes — replies go to your Contact email (the Reply-To), as long as one is set. If your Contact email is blank, there's no Reply-To and a reply would fall back to the TripWorks send address (booking@tripworks.com), which isn't monitored for you — so keep your Contact email filled in.
If a reseller/partner sends the confirmation, where does a customer's reply go?
To your account's Contact email. A reseller confirmation can be sent to the reseller, but the Reply-To stays your Contact email — so a customer's reply reaches you (the operator), not booking@tripworks.com.
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