FROGED | Email conversations in inbox

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Email conversations in inbox

Incoming email conversations are resolved from the inbox in the same way as the rest of the channels, although they have some different characteristics.

In email messages, the subject of the conversation appears first and the content of the message appears below: text, images, attachments... To download attachments, you must select the download button.

The subject cannot be modified once the conversation is started, it can only be edited when starting the email conversation from FROGED.

To reply to an email conversation from the FROGED inbox you have several options under the text editor such as attaching files, using templates, adding GIFs or emojis... and in addition, in the top right corner you can increase or decrease the size to improve the visibility of the content while editing.

Create an email message template

Email message templates can be created from scratch in the Settings < Inbox < Message templates section, or from a sent email in the message options.

Email templates can contain text, images, gifs, attachments, links... to configure all types of messages to speed up the resolution of conversations and facilitate the work of agents.

To improve the visibility of the email content, the size of the text editor can be increased and minimised by clicking on the button in the corner, just like in the inbox.

Introduction to FROGED omnichannel inbox

Send a message from contacts

Use message templates in conversations

Reply by email and manage participants

Before sending an email reply, check who will receive it. A conversation may include several participants and copied addresses.

Reply or reply all

Use Reply to respond to the sender associated with the message. Use Reply all when the reply should also include the other participants in that exchange. Review the main recipient and CC addresses after changing the option: do not assume the list should remain unchanged throughout the conversation.

Add or remove a CC address

Open the conversation's email editor.
Show the CC field and check the included addresses.
Add each address and press Enter, or separate several with semicolons. Remove irrelevant addresses and correct those marked invalid.
Review the content and recipients before sending.

An address in CC receives that email. Do not use CC to add a private note for another agent: switch to the conversation's note mode for internal collaboration.

View participants

The header lets you identify conversations with multiple participants. Check the correct contact's details before changing attributes, adding private information or starting another communication.

Subject and context

The reply editor preserves the email's context. Not every situation allows changing the subject. If you need to start a different subject, use the appropriate new-email flow and verify recipients before sending.

If an address is not what you expected

Review the message you are replying to, the Reply/Reply all option and the CC field. The editor's Reply all button uses the contact's latest incoming email as its reference; review recipients even if there are later agent messages. Give support the conversation identifier and approximate time, avoiding confidential content from other recipients.

Sender and signature

Check the sender, signature and Reply-To before sending. Team configuration may take priority over the agent's. See email channel configuration.

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