Summary
The issue of the From Email Address showing instead of the From Name in Salesforce Marketing Cloud (SFMC) emails is multifactorial. It can stem from configurations within SFMC itself (Sender Profile and Send Classifications), email client settings (especially anti-abuse measures), email authentication (SPF, DKIM, DMARC), sender reputation, encoding issues in the From Name, and recipient behavior (address book). Proper setup of SFMC, maintaining a good sender reputation, ensuring correct email authentication, and testing across various email clients are vital to resolving this. List bombing and incorrect data handling contribute to the problem, highlighting the importance of data hygiene. Ultimately, a recognizable From Name is crucial for brand recognition and engagement.
Key findings
- Client-Side Issues: Email clients might prioritize the email address over the From Name due to settings or anti-abuse filters.
- SFMC Configuration: Incorrect Sender Profile settings (especially overriding options) and Send Classifications can cause the From Email Address to display.
- Authentication: Poor email authentication (SPF, DKIM, DMARC) can prompt email clients to display the email address for security reasons.
- Sender Reputation: A low sender reputation can lead email providers to show the email address to protect recipients from spam.
- Encoding Problems: Special characters or incorrect UTF-8 encoding in the From Name can cause display problems.
- Data Hygiene: List bombing and not storing customer names correctly contribute to the issue.
Key considerations
- Thorough Testing: Test emails across various email clients and devices to identify rendering issues.
- SFMC Review: Review and correct Sender Profile and Send Classification settings in SFMC.
- Authentication Implementation: Implement and maintain proper email authentication (SPF, DKIM, DMARC).
- Reputation Management: Monitor and improve sender reputation.
- Encoding Standards: Use UTF-8 encoding for From Names to avoid display issues.
- Address Book Guidance: Encourage recipients to add the email address to their address book.
- Mail Preferences: Check Apple Mail preferences and other mail client preferences for any settings affecting display.
- Data Collection: Ensure you collect and store recipient names correctly and prevent list bombing.
What email marketers say
9 marketer opinions
The issue of the From Email Address showing instead of the From Name in Salesforce Marketing Cloud (SFMC) can stem from various factors. These include email client settings, sender profile configurations within SFMC, email authentication issues (SPF, DKIM, DMARC), sender reputation, encoding problems in the From Name field, and the recipient's address book. Testing across different email clients and ensuring correct configurations are crucial in resolving this issue.
Key opinions
- Email Client: Email client settings and anti-abuse measures can prioritize the email address over the From Name.
- Sender Profile: Incorrectly configured Sender Profiles in SFMC, especially with the 'Override sender profile' option, can cause the From Email Address to display.
- Authentication: Poor email authentication (SPF, DKIM, DMARC) can lead email clients to display the From Email Address as a security measure.
- Sender Reputation: A low sender reputation can cause email providers to display the From Email Address to protect users from potential spam.
- Encoding: Special characters or incorrect UTF-8 encoding in the From Name field can result in display problems.
Key considerations
- Test Email Clients: Test emails across various email clients and devices to identify environment-specific issues.
- Check SFMC Settings: Verify Sender Profile and Send Classification settings in SFMC to ensure correct configuration.
- Implement Authentication: Implement and maintain proper email authentication (SPF, DKIM, DMARC) to improve deliverability and trust.
- Monitor Reputation: Monitor and improve sender reputation to avoid being flagged as spam.
- Encoding: Use UTF-8 encoding for From Names to avoid display issues with special characters.
- Address Book: Encourage recipients to add your email address to their address book to ensure correct display.
Marketer view
Email marketer from Litmus Community shares that a poor sender reputation can cause email providers to display the From Email Address instead of the From Name, as a way to protect users from potential spam or phishing attempts.
30 Dec 2024 - Litmus Community
Marketer view
Email marketer from Salesforce Trailblazer Community suggests checking the Sender Profile to ensure the From Name is correctly entered and that the 'Override sender profile' is not selected in the send flow, as this can cause the From Email to be displayed.
9 Feb 2025 - Salesforce Trailblazer Community
What the experts say
3 expert opinions
The problem of the From Email Address displaying instead of the From Name in Salesforce Marketing Cloud (SFMC) can arise from several sources. These include client-side email display preferences, SFMC send classification misconfigurations, and email authentication issues. Poor list hygiene practices, like list bombing, can also cause this. Ensuring recognizable From Names is vital for brand recognition and engagement.
Key opinions
- Possible Causes: The root cause could be client-side display settings, SFMC configuration problems, or email authentication issues.
- List Bombing: Adding email addresses to multiple lists without the owner's permission ('list bombing') can lead to the email address being displayed.
- Brand Recognition: A recognizable From Name is crucial for brand recognition and higher engagement rates.
Key considerations
- Header Inspection: Inspect email headers to identify specific issues related to the From Name and email address.
- Data Hygiene: Ensure accurate contact information is stored and used, particularly the recipient's name. Implement proper data collection processes to prevent list bombing.
- Brand Identity: Use a consistent and recognizable From Name across all email communications to build brand trust and recognition.
Expert view
Expert from Spam Resource explains that when people sign up for services or purchase from you, add those customer details (including the person's name) to your company’s records. List bombing, or adding an address to a ton of different lists without the permission of the owner, often causes the service to display the email instead of the from name.
22 Feb 2024 - Spam Resource
Expert view
Expert from Word to the Wise explains that the From: name is one of the most important parts of your email, because if users cannot instantly recognize your brand they are much less likely to engage with it.
17 Dec 2023 - Word to the Wise
What the documentation says
5 technical articles
The issue of the From Email Address appearing instead of the From Name in Salesforce Marketing Cloud (SFMC) emails can be attributed to several configuration and client-side factors. Within SFMC, the Sender Profile and Send Classifications play a crucial role in defining the From Name. Outside of SFMC, email clients like Outlook may display only the email address based on factors like the sender's reputation or if the sender is not in the recipient's address book. Apple mail preferences may affect how the mail is displayed. Correct formatting of the From header is also important.
Key findings
- SFMC Sender Profile: The Sender Profile in SFMC defines the From Name; ensure it's correctly populated and formatted.
- SFMC Send Classifications: Send Classifications link the sender profile to the email send; verify the correct profile is associated.
- RFC Formatting: The From header should contain both an email address and an optional name for proper display.
- Outlook Display: Outlook may display only the email address if the sender is not in the address book or has a low reputation.
- Apple Mail: Apple mail preferences can change how a mail is displayed. Ensure that there are no filters which could affect the From name display.
Key considerations
- Profile Review: Regularly review and update Sender Profiles in SFMC to ensure accuracy.
- Classification Audit: Audit Send Classifications to maintain the proper association with Sender Profiles.
- Reputation Management: Improve sender reputation to ensure Outlook displays the From Name correctly.
- Contact Training: Encourage recipients to add senders to their address books to ensure correct From Name display.
- Formatting Compliance: Ensure From headers comply with RFC standards for proper formatting.
- Mail Preferences: Check the Apple Mail Preferences to ensure these are not affecting the From name display.
Technical article
Documentation from Salesforce Help explains that Send Classifications specify the sender profile and delivery profile used for an email send. Verify that the correct sender profile is associated with the send classification being used.
24 Apr 2024 - Salesforce Help
Technical article
Documentation from Salesforce Help explains that the Sender Profile in SFMC defines the From Name and From Email Address used in email sends. Review the profile to ensure the From Name field is populated and correctly formatted.
5 Apr 2023 - Salesforce Help
Can changing the sender name impact email deliverability?
Can the sender name impact email delivery to spam in Hotmail/Outlook?
Does the sender name impact email deliverability and branding?
Does the sender name matching the email impact email deliverability?
Does the sender's name impact email deliverability rates?
How does changing the From Name impact email deliverability when sending on behalf of clients?
