Viewing Original Email for Inbound Responses
When customers are offline during a live chat, BoldDesk sends email notifications, so no message is missed. If a participant replies to that notification by email, their email reply is automatically posted back into the same chat thread. To help agents confirm context, formatting, and any details preserved by the sender’s email client, BoldDesk provides a way to open and view the original email associated with messages that were updated via email.
How Inbound Email Works in BoldDesk Chat
- Offline notifications → email: When a chat participant (requester) is offline, BoldDesk emails the latest chat messages.
- Reply by email → updates chat: The recipient can reply by email; the email response is posted into the chat conversation.
- Centralized history: The chat timeline retains these email‑originated messages, keeping the entire conversation in one place.
When You’ll See “View Original Email” in Chat
You will see View Original Email on a chat message only if that message was updated via email (for example, it came from a participant’s reply to a BoldDesk email notification). Messages created from the chat widget, or portal will not display this option.
What is an Inbound Email?
An inbound email is a reply from a customer or participant to an email notification sent from a chat conversation. These responses are automatically posted in the chat conversation, allowing agents to track and manage conversations efficiently.
How to View the Original Email (from a Chat Conversation)
Agents can view the original email for an inbound response using the following steps:
Method 1: Message Actions Menu
-
Open the chat conversation that contains the inbound email reply.
-
Find the message marked as updated via email.
-
Click More options (three‑dot menu) next to that message.
-
Select View Original Email to open a read‑only dialog with the unmodified email content.
Method 2: Inline Shortcut
-
Scroll to the inbound email message block and click View Original Email (shown inline beneath the message).
What the Original Email Viewer Shows
The Original Email dialog displays the message exactly as BoldDesk received it, including:
-
Original HTML and plain‑text formatting
-
Inline or referenced images
-
Email signatures
-
Quoted message history (as provided by the sender)
-
Available email metadata (e.g., headers or client‑generated info)
Preserving the original structure helps agents interpret formatting, links, and visual context that may be important for troubleshooting or compliance. BoldDesk supports retaining HTML layout in inbound emails used for notifications and replies.
How to Configure Chat Email Notifications
- Enable chat email notifications in Admin → Chat Settings → Email Notifications, so offline participants receive updates and can reply by email into the chat.
- The system can also send emails if a message isn’t delivered within a short fallback window, ensuring continuity.
Explore further instructions about Email Notifications and Delivery Status for Chat Conversations.
FAQs
-
Does the Original Email viewer show attachments?
Yes. If the customer included attachments, they appear and can be downloaded. -
Can I reply from inside the Original Email viewer?
No. The viewer is for reference only. Reply in the chat editor so your response posts to the conversation. -
Why don’t I see “View Original Email” on some chat messages?
The option appears only if the specific message entered via email (e.g., a reply to a chat email notification). Messages typed directly in chat will not show it. -
How do email replies get into the chat in the first place?
When a participant is offline, BoldDesk sends email notifications. Replying to those emails posts the message into the same chat thread automatically.
The option to view the original email is only available for messages that were updated via email.
