Short answer: your guests see your business name as the sender and their replies come straight back to you — but the literal send address is a TripWorks address (like booking@tripworks.com), and that part can't be changed to @yourdomain.com. It's a TripWorks address on purpose, so your emails are authenticated and reliably reach the inbox.
In this article
The one distinction that clears up most confusion
Two different things are easy to mix up:
- The "From" address — the technical address the message is sent from. This is a TripWorks address, and it's fixed. Next to it, guests see your business name, not "TripWorks."
- The "Reply-To" address — where a reply goes when a guest hits Reply. This is your contact email.
They are separate. So even though the From address is a TripWorks one, a guest's reply does not go to TripWorks — it goes to your contact email. Seeing @tripworks.com on the From line does not mean replies are landing at TripWorks.
What guests see
- Sender name — your business name, so the email clearly comes from you.
-
From address — a TripWorks sending address (e.g.
booking@tripworks.com). Fixed, and the same across all templates. - Reply-To — your contact email, so a reply goes straight to you.
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 set
Both live on your account under Setup Company & policies General:
- "Reply to" Name — the sender name guests see. Set it to your company name (e.g. ACME Tour Operator).
- Contact email — the address replies go to.
These apply to all of your guest emails; they aren't set per template.
Set a valid Contact email. If it's blank, there's no Reply-To on the message and a reply falls back to the TripWorks send address (booking@tripworks.com), which isn't monitored for you. A missing Contact email is the usual reason an operator thinks "we never see guest replies." Fill it in under General settings.
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 holds 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.
Check it yourself
From your account, send yourself one of these emails and look at it: the sender shows your business name, and when you reply, it addresses your Contact email — not @tripworks.com. (If you're comfortable viewing raw email headers, you'll see From: Your Business Name <booking@tripworks.com> and Reply-To: your-contact@yourdomain.com.)
Why the send address is a TripWorks address
Mailbox providers (Gmail, Outlook, iCloud, etc.) verify that whoever sends a message is actually authorized to send for that domain — through SPF, DKIM, and DMARC. TripWorks' sending domain is configured and verified for exactly this, so your guest emails pass those checks and reach the inbox instead of the spam folder.
If an email claimed to come from your domain but was sent by TripWorks, it would fail those checks — because your domain hasn't authorized TripWorks to send on its behalf — and providers would filter it to spam or reject it outright. Sending from the verified TripWorks address, with your business name on it, gives you the branding and the deliverability.
This is genuinely one of the things a great booking provider does for you. TripWorks sends an enormous volume of email, and we protect that sending reputation diligently — DKIM-signing every message with SPF alignment, monitoring the domain's standing with mailbox providers, and maintaining it over time. That trusted reputation is built across all of that volume; it's not something a single operator's freshly-set-up domain would have on day one. If you sent from your own domain, you'd be starting from zero on authentication, reputation, and deliverability — and inbox placement would suffer. Letting us send it, with your name on it, means your guest emails inherit infrastructure that's purpose-built and continuously tuned for reaching the inbox.
So sending from your own domain isn't a per-account toggle: it would require configuring your domain's DNS (SPF/DKIM records) to authorize TripWorks as a sender and verifying the domain — a setup project, not a setting. Today, the branded-sender-plus-your-reply-to approach is how TripWorks delivers this.
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 so your mail stays authenticated (SPF/DKIM/DMARC) and reaches inboxes. Your business name still shows as the sender and replies go to your contact email, so to guests it reads as coming from you. Sending from your own domain would require your domain's DNS to authorize TripWorks as a sender — a domain-verification setup, not a toggle.
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 falls back to the TripWorks send address (booking@tripworks.com), which isn't monitored for you. Keep your Contact email filled in under General settings.
The From line shows @tripworks.com — does that mean replies go to TripWorks?
No. The From address and the Reply-To are different. The From is a TripWorks address (for deliverability), but the Reply-To is your Contact email — so replies come to you. You can confirm by replying to a test email and checking the address it's going to.
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.
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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