diff --git a/app/views/mailers/conversation_reply_mailer/conversation_transcript.html.erb b/app/views/mailers/conversation_reply_mailer/conversation_transcript.html.erb
index 0ea0f301b17d8..db4bf3a4a2d23 100644
--- a/app/views/mailers/conversation_reply_mailer/conversation_transcript.html.erb
+++ b/app/views/mailers/conversation_reply_mailer/conversation_transcript.html.erb
@@ -1,13 +1,19 @@
 <% @messages.each do |message| %>
   <tr>
     <td>
-      <b><%= message.sender&.try(:available_name) || message.sender&.name || '' %></b>
+      <% if message.outgoing? %>
+        <b>Kundtjänst</b>
+      <% else %>
+        <b><%= message.sender&.try(:available_name) || message.sender&.name || '' %></b>
+      <% end %>
       <% if message.conversation.inbox&.inbox_type == 'Email' %>
         <div style="font-size: 90%; color: #899096; line-height: 16px">
-          <% if message.content_attributes.dig(:email, :from).present? %>
-            <div>From: <%= message.content_attributes.dig(:email, :from).join(", ") %></div>
-          <% else %>
-            <div>From: <%= message.sender&.try(:email) %></div>
+          <% if !message.outgoing? %>
+            <% if message.content_attributes.dig(:email, :from).present? %>
+              <div>From: <%= message.content_attributes.dig(:email, :from).join(", ") %></div>
+            <% else %>
+              <div>From: <%= message.sender&.try(:email) %></div>
+            <% end %>
           <% end %>
 
           <% if message.content_attributes.dig(:email, :subject).present? %>