Understanding the Email channel

The instructions below are for desktops and laptops only.

The Email channel includes features that help you manage customer email more efficiently.

Connect email accounts
Connect email accounts from any provider that supports IMAP and SMTP, including Gmail, Outlook, Yahoo, iCloud, Fastmail and Zoho.

Connect multiple inboxes
Create separate inboxes for different teams or purposes, such as Support, Sales or Billing. Each inbox has its own name, owner and access permissions.

To learn more, see this guide: Connecting multiple email inboxes

Manage email conversations
Email conversations appear alongside your live chats and other messaging channels in your Inbox. You can:

• Assign conversations to team members
• Update the conversation status
• Set priorities
• Add tags
• Reply directly from tawk.to
• Undo a reply shortly after sending it

To learn more, see this guide: Managing email conversations in the Inbox

Control inbox access
Choose who can access each email inbox. You can make an inbox:

• Private
• Available to All members
• Available to selected Departments
• Available to Selected members

Assign AI agent
If you use AI Assist, you can assign an AI agent to an email inbox so it can respond to email conversations, just as it can for live chats and other supported messaging channels.

Reconnect an inbox
If your email provider temporarily disconnects, you can reconnect the inbox without losing your conversation history, inbox name or access settings.

Follow these guides to begin using the Email channel:

• Connecting your email inbox to tawk.to — Connect your first email inbox.
• Managing email conversations in the Inbox — Learn how to reply to emails, assign conversations and use Undo Send.
• Updating your email inbox settings — Manage server settings, visibility, ownership and other inbox settings.

• Direct Gmail and Outlook integration — Gmail and Outlook accounts can already be connected using IMAP and SMTP with an app password. Direct Google and Microsoft account sign-in will be added in a future release.
• Email signatures — Automatically include signatures in email replies.
• Drafts — Save and share email drafts before sending.
• Per-conversation access control — Currently, access is managed at the inbox level. Individual conversation permissions are planned for a future release.

• Email inboxes are property-specific
  Each email inbox belongs to the property where it was connected. If you manage multiple properties, connect the required email inboxes separately for each property.

• One email address per inbox
  Each email address can only be connected once. To connect another email address, create a separate inbox.

• Email channels and email forwarding are different features
  The Email channel connects an email mailbox directly to tawk.to, allowing you to send and receive email conversations from your Inbox.
  
  Email forwarding is a separate Ticketing feature that forwards emails to tawk.to, where they are converted into tickets. These features work independently and can be used separately.

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