diff --git a/app/assets/javascripts/app/lib/app_post/utils.coffee b/app/assets/javascripts/app/lib/app_post/utils.coffee
index 7df426a16..c3948d45a 100644
--- a/app/assets/javascripts/app/lib/app_post/utils.coffee
+++ b/app/assets/javascripts/app/lib/app_post/utils.coffee
@@ -1086,7 +1086,7 @@ class App.Utils
       # the article we are replying to is an outbound call
       if article.sender.name is 'Agent'
         if article.to?.match(/@/)
-          articleNew.to = article.to
+          articleNew.to = App.Utils.parseAddressListLocal(article.to).join(', ')
 
       # the article we are replying to is an incoming call
       else if article.from?.match(/@/)
diff --git a/app/models/observer/ticket/article/fillup_from_general.rb b/app/models/observer/ticket/article/fillup_from_general.rb
index 4b1a89315..0eba231c6 100644
--- a/app/models/observer/ticket/article/fillup_from_general.rb
+++ b/app/models/observer/ticket/article/fillup_from_general.rb
@@ -37,8 +37,9 @@ class Observer::Ticket::Article::FillupFromGeneral < ActiveRecord::Observer
         record.sender_id = Ticket::Article::Sender.lookup(name: 'Customer').id
       end
 
-      # in case origin_by_id is customer, force it to set sender to Customer
-      if record.origin_by != record.created_by_id && !record.origin_by.permissions?('ticket.agent')
+      # in case origin_by is different than created_by, set sender to Customer
+      # Customer in context of this conversation, not as a permission
+      if record.origin_by != record.created_by_id
         record.sender_id = Ticket::Article::Sender.lookup(name: 'Customer').id
         user_id = record.origin_by_id
       end
diff --git a/spec/factories/ticket/article.rb b/spec/factories/ticket/article.rb
index 796dc3fcc..f530ddf99 100644
--- a/spec/factories/ticket/article.rb
+++ b/spec/factories/ticket/article.rb
@@ -1,9 +1,6 @@
 FactoryBot.define do
   factory :'ticket/article', aliases: %i[ticket_article] do
-    transient do
-      type_name   { 'email' }
-      sender_name { 'Customer' }
-    end
+    inbound_email
 
     association :ticket, strategy: :create # or else build(:ticket_article).save fails
     from          { 'factory-customer-1@example.com' }
@@ -17,6 +14,40 @@ FactoryBot.define do
     updated_by_id { 1 }
     created_by_id { 1 }
 
+    trait :inbound_email do
+      transient do
+        type_name   { 'email' }
+        sender_name { 'Customer' }
+      end
+    end
+
+    trait :outbound_email do
+      transient do
+        type_name   { 'email' }
+        sender_name { 'Agent' }
+      end
+
+      from { ticket.group.name }
+      to   { "#{ticket.customer.fullname} <#{ticket.customer.email}>" }
+    end
+
+    trait :inbound_phone do
+      transient do
+        type_name { 'phone' }
+        sender_name { 'Customer' }
+      end
+    end
+
+    trait :outbound_phone do
+      transient do
+        type_name   { 'phone' }
+        sender_name { 'Agent' }
+      end
+
+      from { nil }
+      to   { ticket.customer.fullname }
+    end
+
     factory :twitter_article do
       transient do
         type_name { 'twitter status' }
diff --git a/spec/models/observer/ticket/article/fillup_from_general_spec.rb b/spec/models/observer/ticket/article/fillup_from_general_spec.rb
new file mode 100644
index 000000000..c73bfadc5
--- /dev/null
+++ b/spec/models/observer/ticket/article/fillup_from_general_spec.rb
@@ -0,0 +1,16 @@
+require 'rails_helper'
+
+RSpec.describe Observer::Ticket::Article::FillupFromGeneral, current_user_id: -> { agent.id } do
+  let(:agent) { create(:agent) }
+
+  context 'when customer is agent' do
+    let(:customer) { create(:agent) }
+
+    it 'show customer agent details in from field' do
+      ticket  = create(:ticket, customer_id: customer.id)
+      article = create(:ticket_article, :inbound_phone, ticket: ticket)
+
+      expect(article.from).to include customer.email
+    end
+  end
+end
diff --git a/spec/system/ticket/zoom_spec.rb b/spec/system/ticket/zoom_spec.rb
index 530ee04b0..abae6b014 100644
--- a/spec/system/ticket/zoom_spec.rb
+++ b/spec/system/ticket/zoom_spec.rb
@@ -203,6 +203,48 @@ RSpec.describe 'Ticket zoom', type: :system do
         end
       end
     end
+
+    context 'to inbound phone call', current_user_id: -> { agent.id }, authenticated_as: -> { agent } do
+      let(:agent)    { create(:agent, groups: [Group.first]) }
+      let(:customer) { create(:agent) }
+      let(:ticket)   { create(:ticket, customer: customer, group: agent.groups.first) }
+      let!(:article) { create(:ticket_article, :inbound_phone, ticket: ticket) }
+
+      it 'goes to customer email' do
+        visit "ticket/zoom/#{ticket.id}"
+
+        within :active_ticket_article, article do
+          click '.js-ArticleAction[data-type=emailReply]'
+        end
+
+        within :active_content do
+          within '.article-new' do
+            expect(find('[name=to]', visible: :all).value).to eq customer.email
+          end
+        end
+      end
+    end
+
+    context 'to outbound phone call', current_user_id: -> { agent.id }, authenticated_as: -> { agent } do
+      let(:agent)    { create(:agent, groups: [Group.first]) }
+      let(:customer) { create(:agent) }
+      let(:ticket)   { create(:ticket, customer: customer, group: agent.groups.first) }
+      let!(:article) { create(:ticket_article, :outbound_phone, ticket: ticket) }
+
+      it 'goes to customer email' do
+        visit "ticket/zoom/#{ticket.id}"
+
+        within :active_ticket_article, article do
+          click '.js-ArticleAction[data-type=emailReply]'
+        end
+
+        within :active_content do
+          within '.article-new' do
+            expect(find('[name=to]', visible: :all).value).to eq customer.email
+          end
+        end
+      end
+    end
   end
 
   describe 'delete article', authenticated_as: :authenticate do