Microsoft today announced the ‘Send-as’ and Send-on-behalf of feature for groups in Outlook. With this new feature, members of the group can respond to conversations using the shared identity of the Group instead of their individual personal identity. Members can read all messages sent to the group. But with this feature turned on, responses look like they come from the group rather than the individual.
This new feature will help organizations who connect with external customers. Anyone in the group can respond to customer queries, but the external customer will see a single email address leading to less confusion and more attention. Microsoft provided the following example scenario in which this feature can be used,
Support@Contoso.com can be set as group to receive all customer support inquiries. When your customers send email to this group, any member of the group could respond to inquiry in a timely fashion without disclosing their individual identity. Subsequent responses from the customer also go back to the group, keeping all information in one place and making it faster for support representatives to respond to new inquiries. Additionally, because all of the group conversation history is available, other team members will be able to see that specific customer emails have already been answered to.
Learn more about it here.