Email Inbox Integration
You can now reply to your customer’s email in Channel Talk Inbox by integrating Channel Talk with your mailbox.Go to [Channel settings] - [Integration]- [Email] - [Inbox integration settings].
Copy your inbound email address.
Set up forwarding in your email client. Open your email client and follow the steps to begin forwarding your emails to it.
Go to [Quick settings] - [See all settings].
Click “Forwarding and POP/IMAP and click “Add a forwarding address”.
Paste the channel’s inbound email address and click “Next”
You will then receive a verification email from your email client in your Channel Talk Inbox. Please click the link to confirm the verification request.
Go back to [Quick settings] - [See all settings] - [Forwarding and POP/IMAP] - Select “Forward a copy of incoming mail to” and click “Save changes”.
Go to [Settings] - [View all Outlook settings]
Click “Enable forwarding” - Paste the channel’s inbound email address and click “Save”.
To learn more about Outlook email forwarding, please refer to the Outlook guide.
When a new email arrives at the email address integrated with Channel Talk, it will be displayed in the Channel Talk Inbox.
Once you receive a new email, it will be displayed in the inbox with a mail icon.
The email subject will be shown as the user chat’s title.
View the original email.
You can check how the original contents are shown in the external mailbox by clicking “View original email”.
If you send the reply in the chat window, your reply will be sent to your customer’s email.
When you reply to your customers' email, the sender’s email address will show differently based on whether you use a custom domain.
Custom domain verification can be checked in [Channel Settings] - [Integration] - [Email] - [Sender Settings]. To learn more about a custom domain, please refer to the Email DNS user guide.
If the custom domain is not verified, it will be sent to the channel's default sender email address.
If the custom domain is verified, it will be sent to the manager name@verified domain address.
When a customer responds to your email, it will be shown in the chat window.
If you send a reply to the chat that has been closed, your response will be sent to the customer’s email.
The customer’s name and email address will be stored in the Channel Talk customer information after we receive a chat via email.
If there is a verified email matching the customer's contact information, it is determined as the same customer and the conversation history and customer information will be unified. (→ Learn more about Unification)
If there is no matching email in the customer contact, a new lead will be created.
If you set the chat automation rule, it will also work for chats that are received via email.
If you do not want the automation rule applied to the chat received via email, Add a condition that does not match the email in [Chat info] - [Integrated Medium] to the filtering option.
The chats you have had with customers in Channel Talk can be forwarded to external e-mails by clicking the “forward” button.
Can I send an email to the customer first on Channel Talk?
No, we can only reply to customers if they send the mail first.
Mail sent from Channel Talk is not visible my the mailbox
If the customer responded to an email sent from Channel Talk inbox, the response will not be displayed in your external mailbox. You can check the contents exchanged with your customer within Channel Talk. If you use the “external email forwarding” feature, you can check the conversation history in your mailbox.
Can I create a spam list?
Spam settings are not provided at this moment. We recommend you use the filtering function on your mailbox before the integration.
Do the Cc and Bcc functions work?
Replying back to a customer email via Channel Talk is a form of chat. Therefore, the reply will be sent only to the one who sent the mail.
How can I check if there are more than 4 attachments?
The maximum number of attachments allowed in Channel Talk is 4. If there are more than 4 files attached to the mail, a notification saying that the original email failed to load will be displayed. You can check the attachments in the external mailbox or by using the “external email forwarding” feature.
What if I don't want my automation rules to apply to email inquiries?
If you don't want the automation rule to be applied to chats that come in via email, you can add the "Doesn't match email condition" under [Filtering] > [Integrated Medium] for your automation rule.