When NomNom emails a guest about their booking, it sends the email for you, in your restaurant’s name. You don’t need to connect your own email account, and guests can still reply to you. Here’s what they see, where their replies go, and the one address worth keeping up to date: your Sender Email.
What your guests see
Booking emails — the confirmation, a cancellation, card and payment emails and the follow-up — show as coming from your restaurant’s name followed by via NomNom: The Red Lion via NomNom, for example. Gift voucher emails do too. The address behind the name ends in @replies.nomnom-app.net and belongs to your venue alone. Sending from an address set up for booking mail helps your emails land in inboxes rather than junk folders.
The name comes from Settings → Restaurant Details → Name, so if guests know you by a different name, change it there. The via NomNom part is always added.
Where guests’ replies go
When a guest clicks Reply, their email goes to that via NomNom address, and NomNom forwards it to your Sender Email. There’s no separate inbox to check. NomNom looks up your Sender Email each time a reply arrives, so after you change it, even replies to older emails go to the new address.
What else goes to your Sender Email
- Your copy of each confirmation, while Copy my restaurant on confirmations is on in Email Settings. Guests can’t see that you’re copied in.
- Your copy of a cancellation when a guest cancels with the link in their email, while Copy my restaurant is on in Cancellations & No-shows.
- Your copy of card and payment emails, such as a deposit received or a refund.
- Review alerts, when a guest rates their visit 3 stars or fewer from your follow-up email. Replying to one goes to the guest.
Two things go elsewhere: large party alerts go to the addresses you set for them, and gift voucher sale emails go to the Sales email under Settings → Vouchers.
Change your Sender Email
1. Open Email Settings. Open Settings (in NomNom Web, from the account menu at the top right) and choose Email Settings. You’ll need to be an admin.
2. Click the address under EMAIL SENDER. It starts as the email address you signed up with. If it says Not set, everything goes to that signup address anyway.
3. Type the new address and click Save. Check it carefully: NomNom doesn’t test the address, so a typo sends replies and copies astray without any warning.
To check it works, reply to one of your own copies of a confirmation. The reply takes the same route as a guest’s, so it should arrive at your new address.
In NomNom Web: Settings → Email Settings → EMAIL SENDER. In the phone app: Settings → Email Settings → EMAIL SENDER.
The contact details at the bottom
At the bottom of guest emails, under Need to make changes?, are your phone number from Restaurant Details and your Sender Email, so changing your Sender Email changes it there too. Your booking page’s Contact Us shows the same address. To show only your phone number in emails, switch off Show email address under CONTACT DETAILS in Email Settings.
Good to know
- Sender Email can’t be left empty. To change it, type the new address over the old one.
- Emails from NomNom itself — sign-in codes, account emails, large party alerts and review alerts — come from NomNom, not your restaurant.
- Texts don’t come from an email address. They show the Sender ID set in SMS Service, and the standard text asks guests to phone you. See Texting guests and managing SMS credits.
- For the full list of what NomNom sends, see Every email and text NomNom sends, and who gets it. If a guest says an email never arrived, see A guest says they didn’t get their confirmation email.