Sending Email from Inbox
Last updated: 30th March, 2022
When communicating with users from the GoSquared Inbox, you can choose to send messages via in-app, in-app & email, or email only.
GoSquared will intelligently recommend the most sensible option based on the end-user’s online status - so you will know which message format is most likely to engage. For online users, engage them directly with in-app, or in-app & email if there is a risk they are about to go offline.
If a user is already offline, you can send a message via Email only, straight to their email inbox.
From the user’s Live Chat history, GoSquared will differentiate which format each message has been sent.
GoSquared will automatically generate the rest of the email template for you, including the email subject line and email's signature/footer.
You have the option in Inbox to directly-reply to a specific message - this will ensure the email will arrive with the same subject line into the users’ email Inbox, and form part of the same thread.
You also have the option to specify a subject line on your email (the placeholder text shows the a pre-filled default of the subject line is not edited).
If an end-user replies from their Email to an Email only message, their response will not appear in GoSquared Inbox. It will appear directly in your designated sender profile Inbox.
If an end-user replies to an email message out-of-sequence, GoSquared will show a preview of the replied-to message for context.
For example, an end-user receives an Email only messages a week ago, and has since then sent a handful of messages directly via Live Chat.
If the user then proceeds to reply to the original Email only message, GoSquared will preview that message for context.
Email subject line
This will be automatically generated and formatted to look like this:
RE: [the first 50 characters of your message]
We automatically generate a footer/signature at the bottom of your email using a combination of:
- Agent name – you can change this by editing your name in Settings > Your Account > Your details
- The project's company name – this is set in your project's Assistant Settings
- Agent avatar – we take this from the photo service Gravatar using the email address you signed up to GoSquared with – or you can upload your own photo from your Account Settings
Customising your email domain
On our default settings, your email messages will show up in your customer's email client as being sent from:
[Your agent name] from [Project company name]
By default all emails sent from GoSquared Inbox will come from the
@gosquared.email domain. This means that the email address your messages will be sent from will look like this:
Your contacts are far more likely to pay attention to your emails when they come from your own email address.
You can choose to send emails from your own domain, by first verifying your email domain, then editing your sender profile.
💡 To set up your custom email domain, follow our instructions here.