Personas

A persona is the identity the customer sees on a response: a display name, an address at a domain OPN sends from (opn.inc), and a signature. Replies never depend on it — every message's Reply-To is the case's own address, so a reply lands on the case whatever the sender was.

Yourself

Sending as yourself isn't a persona. Your name and address come from Your details (your name in the rail), where the signature for responses you send as yourself also lives. An admin changes your address; you prove a new one by signing in with it. Staff outside OPN send as their name at OPN's support address, since mail can't go out as an FI's domain.

Two kinds

Yours — personas you create here, for a team or a role you answer as.
Shared — personas that belong to an entity rather than a person: OPN's support personas (Avery Cross, Lynn Harlow, Cameron Hale — real mailboxes for fictitious people), or an FI's own support persona. The owner's users, and users of entities above it, can send as it — so OPN operators can write as an FI's persona on that FI's case, but an FI's staff can't write as OPN's. An admin of the owner or above creates one by choosing Shared in + New persona and picking the owner; the kind and owner are fixed once created.

What a persona is not: a way to say who really wrote a response. The case records that — Dana Whitfield as Avery Cross, Claude via Dana's token — and the customer sees only the persona.

The mailbox

Some people reply to the sender address instead of Reply-To. For a shared or created persona, that mailbox should forward to intake@support.opn.inc, where the case ref in the subject attaches the reply to its case; the mark beside the address shows a tick once a message has arrived that way — click it for how to test. Your own address is your own mailbox: a reply sent straight to it reaches you, and nobody forwards their own mail here.

Default

The default persona is what Send as starts on when you write a response. A case keeps whichever persona first replied on it — switch the default and existing cases are unaffected. Change it here, or from the persona row at the bottom of the rail.

Deactivating