Inbound Emails in Chat Conversations

Inbound Email Support allows responses from customers who reply to offline email notifications to be automatically posted within the chat conversation. This ensures a seamless communication experience even when the customer is offline.

How Inbound Email Works

• When a customer receives an offline email notification from a chat conversation and replies to it, their response is captured as an inbound email and appears in the same chat conversation. This helps agents track and manage conversations without switching between email and chat interfaces.
• If there are participants associated with the conversation, they can also respond via email, and their messages will be posted in the chat conversation.

Viewing the Original Email

Agents have the option to View Original Email, which allows them to see the customer’s response in its original email format.

• Click “View Original Email” below the response to open the email response instantly in its original format.

Also, you can click the three-dot menu next to the response, and you will see two available options:

• View Original Email: Opens the email in its original format.
• Copy: Copies the message content to the clipboard for easy sharing or reference.

Related Articles

Email Notifications for Chat Conversations – Learn more about how email notifications work.

Managing Participants in Chat Conversations – Understand how participants can be added and their role in email responses.