Give customers an email address for support
Give your workspace a public email address. Any email a customer sends to it starts a new conversation in your inbox, so email support lands in the same place as your chats.
This feature requires the Standard plan or higher. See Plans and pricing.
Turn on your inbound email address
- Open RagChat and go to Settings → General, then find the Email section.
- Turn on Inbound email address. It is off by default and saves as soon as you flip it.
- Your support address appears under Your support address. Click Copy address to copy it.
- Share that address wherever customers look for support (your contact page, order emails, storefront footer).
From then on, every email sent to that address opens a new conversation in your inbox, right next to your chats. You reply to it like any other conversation.
Mail with no body and no attachments is dropped before a contact or conversation is created, so empty messages never leave a blank thread in your inbox.
Senders you don't recognize
Anyone can email a public address, so RagChat marks messages from unknown senders. In the inbox you'll see an Unverified sender label on conversations that started from an email you have no prior record of. Treat those with the same care as any cold email before acting on them.
Contact forms and automated email
Some contact forms send from a no-reply address and put the real person in the Reply-To field (the Shopify App Store's contact form works this way). RagChat files those emails under the person in Reply-To, so the conversation is with them and your reply goes straight to them. The message shows a small via label with the address it came through.
Automated email, such as out-of-office replies, helpdesk ticket updates, and no-reply notices, still lands in your inbox so you can read it. It is labelled Automated email, no AI reply, and the AI never answers it. Bounce notices (emails saying a message could not be delivered) are not added to your inbox.
CC extra people on a conversation
Sometimes more than one person needs to follow an email thread, like a supplier or a teammate.
- Open the conversation in your inbox.
- In the details panel on the right, find CC on emails and click Edit.
- Add one or more email addresses, then Save.
Everyone on the CC list receives a copy of every email sent for that conversation, and their replies come back into the same conversation. Remove an address the same way to stop copying them.
Related
- Send and receive email replies covers emailing customers who go offline mid-chat.
- Manage conversations in the inbox covers everyday inbox work.
Still stuck? Message us from the chat widget and we'll help.