Email

SI Desk sends email to customers when you reply to an email conversation, and when a chat customer misses your reply. Customer emails arrive in your inbox as conversations.

Sending email

With no setup, SI Desk sends your emails from an SI Desk address with your brand name, such as "Acme" <noreply@sidesk.co>. When a customer replies to one of these emails, the reply comes back to the right conversation.

To send from your own address instead:

1. Go to Settings › Business › Outgoing email.
2. Enter your From address, such as Acme Support <support@acme.com>.
3. Enter a Reply-to (inbound address). Customer replies go to this address.
4. Enter the details of your mail server: SMTP host, SMTP port, SMTP user and SMTP password.
5. Click Send test email to check that it works.

Receiving email

When you send from your own address, customer replies arrive at that address. To bring them into SI Desk, connect it through Emailit:

1. In Emailit, set up inbound email for your reply-to address.
2. In Settings › Business › Inbound email (Emailit), enter your Emailit API key and Webhook signing secret.
3. Copy the webhook address shown there and add it in Emailit.

Each email SI Desk sends carries a tag in its reply-to address, so a customer's reply goes into the conversation it answers. An email that matches no conversation starts a new one.

Email a customer first

To start a conversation by email, click the New email button above the conversation list, or press C. Enter the customer's address, a subject and your message, then click Send. The conversation opens with the status Waiting, and the customer's reply comes back to it.

What gets imported

• The conversation shows only the new text of each email, not the quoted earlier messages.
• Images attached to an email are imported. Other files are listed in the message but not imported.