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.
Please refer to the Gmail guide for detailed instructions.
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”.
Please refer to the Outlook guide for detailed instructions.
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.
Agents can not only reply to customer emails but also initiate an email first. Enter an appropriate subject and message to start the chat.
Hover over “Email” to see the “Send Email” icon. Click it to send an email.
Click the “New Chat” icon to send an email.
Hover over “Email” in the customer information panel on the right, then click the “Send Email” icon to send an email.
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.