Setting Up Department Email Addresses (sales@, support@, info@) for Your Nepal Business

A customer emailing a business expects a predictable address: info@ for a general query, sales@ to ask about a product, support@ when something's gone wrong. Send them to sandip.personal.email@gmail.com instead and it reads as unprofessional at best, and at worst it means the one person who checks that inbox becomes a bottleneck the moment they're on leave. Department addresses fix both problems, and setting them up correctly takes under an hour.

The Three Addresses Almost Every Business Should Have

• info@yourcompany.com for general enquiries, the address you put on your website contact page and business card.
• sales@yourcompany.com for pricing questions and new business, routed to whoever handles sales.
• support@yourcompany.com (or help@) for existing customers with a problem, kept separate from sales so urgent issues don't get buried under sales enquiries.

A restaurant or small service business might only need info@. An e-commerce store handling both new orders and post-purchase questions genuinely benefits from separating sales@ and support@ so a refund request doesn't sit unanswered behind a stack of pricing enquiries.

Shared Inbox vs Auto-Forwarding: Pick One Deliberately

There are two honest ways to run a department address. A true shared mailbox, where multiple staff log into the same account and can see what's already been answered, works best when more than one person handles the volume and you need to avoid two people replying to the same email. Auto-forwarding, where mail sent to sales@ silently forwards to one person's real inbox, is simpler and fine for a single-person department, but it breaks down fast the moment two people are supposed to be covering it and neither can see what the other answered.

Setting It Up: The Actual Steps

1. Create the mailbox (info@, sales@, support@) through your business email hosting control panel.
2. Decide shared access vs forwarding based on how many people cover it, as above.
3. Grant login access to everyone who needs to check it, using their own credentials where the platform supports it, not one shared password passed around on WhatsApp.
4. Set the "from" name to your business name (e.g., "Himalaya Traders Support") rather than a person's name, so replies read consistently no matter who answers.
5. Publish the address consistently everywhere: website, business card, invoices, social media bio. An address customers can't find is one they won't use.

Who Should Have Access, and Who Shouldn't

Give access to the people actually doing that job, and nobody else by default. It's tempting to add the owner to every department mailbox "just in case," but that multiplies who can see customer conversations and who could accidentally reply from the wrong address. If oversight matters, add the owner as a monitoring recipient on important threads rather than full login access to every shared box.

A Common Mistake to Avoid

Don't let a department address become a single point of failure by only ever routing it to one person's personal inbox with no backup. We've seen a Pokhara travel agency's entire booking pipeline stall for a week because the one staff member who checked bookings@ was on leave and nobody else had access. A shared mailbox or a documented backup contact avoids this entirely, and setup takes minutes once you know it's needed.

Getting This Set Up Properly

WebsNP configures department mailboxes as part of every business email plan, including shared access setup and the "from" name formatting, so info@, sales@ and support@ are ready to use correctly from day one rather than something you piece together yourself later. Tell our team on WhatsApp which departments you need and how many people should have access to each, and we'll set it up for you.