CSM

Email Alias Setup

Needs review — This SOP contains our content but has not been verified by Nick. Treat as a working draft until marked Live.

SOP: Set Up Your Name on the Support Email Account

Last Updated: 2026-04-22 Version: 1.0 Tier: Onboarding — CSM Setup

Purpose

When you reply to clients from the shared support@tektongrowth.com inbox, the default sender name is “Support.” That feels generic and makes clients unsure who they’re actually talking to.

This SOP sets up a personal alias (e.g., kyle@tektongrowth.com) that routes into the shared support inbox and sends out showing your name in the client’s inbox. Same mailbox, same conversation history, same team visibility. The only thing that changes is what the client sees in the “From” field.

Result in the client’s inbox:

Before: Support <support@tektongrowth.com>
After: Kyle Conley <kyle@tektongrowth.com>

When to Run: First week as CSM, before you start replying to clients Owner: CSM (with Nick for the admin step) Timeline: ~10 minutes total, split between you and Nick

What You Need Before Starting

Google Workspace admin access (Nick runs Step 1)
Your Tekton Growth personal login for the support inbox
Your full name as you want clients to see it (e.g., “Kyle Conley”)

Step 1: Nick Creates the Alias in Google Workspace Admin

(Send this step to Nick — you can’t do it without admin rights.)

Go to https://admin.google.com signed in as nick@tektongrowth.com
Directory → Users → support@tektongrowth.com
Click User information → Email aliases (or “Add an alternate email”)
Add alias: kyle@tektongrowth.com (swap in the CSM’s first name)
Save. Google says allow up to 24 hours but it usually propagates in a few minutes.

What this does: any email sent to kyle@tektongrowth.com now lands in the support@ inbox. It’s not a new mailbox. It’s a second label on the same door.

Step 2: Add the Alias as a “Send Mail As” Identity

Log into https://mail.google.com as support@tektongrowth.com
Gear icon (top right) → See all settings
Accounts tab → Send mail as section → click Add another email address
Fill in the popup:
- Name: Your full name (e.g., Kyle Conley)
- Email address: kyle@tektongrowth.com
- Treat as an alias: ✅ checked
Click Next Step → Send Verification
Google sends a verification email to kyle@tektongrowth.com. It lands in the same support inbox you’re already in. Open it, click the confirmation link.
Back in Settings → Accounts tab, you should now see kyle@tektongrowth.com listed under “Send mail as.”

Step 3: Set Your Alias as the Default Sender

Still in Settings → Accounts:

Next to kyle@tektongrowth.com, click make default
Under “When replying to a message:” select Reply from the same address the message was sent to

Why that second setting matters:

New emails you start will go out from kyle@tektongrowth.com (your name shows)
Replies to emails sent to support@ will still go out from support@ (keeps existing threads consistent so clients don’t see the sender suddenly change mid-conversation)

If you want every outgoing message — including replies — to show your name, pick Always reply from default address instead. Your call based on how you want existing threads to feel.

Step 4: Verify It Works

Compose a new email to your personal Gmail
Check the “From” dropdown at the top of the compose window. It should default to Kyle Conley <kyle@tektongrowth.com>
Send it
Open it in your personal inbox. Sender should read Kyle Conley, not Support
Reply to it. Confirm the reply lands back in the support@ inbox (not in a separate mailbox somewhere)

If the sender still shows “Support,” go back to Step 3 and confirm the default is set.

Step 5: Update Your Email Signature

Since emails now go out under your name, your signature should match.

Gmail Settings → General → Signature:

Kyle Conley
Client Success Manager | Tekton Growth
tektongrowth.com

Under the signature setting, set “For New Emails Use” and “On Reply/Forward Use” to this signature.

No phone number unless you want clients calling you directly. The main line is already in client onboarding materials.

Shortcut: If You’re the Only One Using the Support Inbox

Skip Steps 1-3 entirely. In Gmail → Settings → Accounts → Send mail as, find the existing support@tektongrowth.com row and click edit info. Change the name from “Support” to “Kyle Conley” and save.

Do NOT do this if anyone else also sends from the support inbox. It would rename their outgoing mail too.

Troubleshooting

Verification email didn’t arrive: Check spam. If still missing after 5 minutes, have Nick confirm the alias was saved in Workspace Admin (Step 1) and that the support inbox isn’t set up to forward/filter incoming mail away.

“From” dropdown doesn’t show your alias when composing: Go back to Settings → Accounts → Send mail as, make sure the alias verification completed and “make default” was clicked.

Clients reply and it lands somewhere weird: Replies go to whatever is in the “From” address. Since the alias routes to support@, replies to kyle@tektongrowth.com land in the same shared inbox. If replies are going somewhere else, Step 1 alias setup didn’t save properly.

You’re leaving the role / handing off to a new CSM: Nick removes your alias in Workspace Admin, creates one for the new CSM, and the new CSM runs Steps 2-5. No client conversations get lost because everything lives in the shared support inbox.

QC Checklist

✅ Alias [firstname]@tektongrowth.com created in Workspace Admin
✅ Alias added as “Send mail as” in support Gmail
✅ Verification email confirmed
✅ Alias set as default sender
✅ Test email sent and verified the client-facing name reads correctly
✅ Signature updated to match
✅ Existing client threads still reply from support@ (unless you chose “always reply from default”)