Send Emails from Tidio

At Tidio, you can send and answer emails directly from the Tidio panel. This feature is especially useful for following up with visitors who have left your website and can no longer access chat messages. By leveraging the email channel in Tidio, you can continue the conversation seamlessly and provide valuable information to your visitors.

 

In this article, you'll learn:

• How to respond to visitors who are already gone
• How to create and send emails
• What available options there are inside the email creator
• Why you need a physical address for sending emails

 

 

Using email to respond to offline visitors

 

In general, you will see any incoming chat messages in your Inbox, where you manage all your chats. Tidio allows you to message your chat visitors via email, if that is necessary or preferred at any point; for example, you can do that if a visitor is already gone and won't be able to see your live chat response.

When a visitor leaves your website, you will notice a red dot next to the chat channel icon (as well as the visitor's avatar); it indicates that the best way to continue the conversation is via email.

 

 

 

However, this option is only available if the visitor has provided an email address. To ensure you have the necessary information, we recommend enabling the Pre-Chat Survey feature, which automatically collects visitor details before they initiate a chat.

 

 

Create and send emails

 

To create an email thread from a live conversation, click on the Create a ticket button in the top-right of the conversation:

 

 

 

This is used in a separate tool called Helpdesk, and you can learn more about it in this guide.

 

From the Inbox section, you can also create a completely new ticket (email). To create a completely new email (ticket), you'll need to click on the + icon next to the Tickets section on the left-side menu.

 

Tidio's Helpdesk system offers a convenient solution for efficient customer query management. By moving time-consuming conversations to tickets, you can effectively manage your team's work. If you would like to learn more, see our article about the Helpdesk in Tidio.

 

 

 

Available options inside the email creator

 

To send an email - you need to provide the subject, content, and other details of the ticket. You can also use the additional features of the editor. We explain them below:

 

 

Bold text -  usually used to emphasize something strongly in writing.

Canned Responses - Pre-made messages that can be called during conversations. 

Underline - section of text where the words have a line running beneath them

Italic - used for emphasis or contrast — that is, to draw attention to some particular part of a text.

Bullet points - allow you to create a list that stands out from the text. 

Lists - allow you to create a numbered list that stands out from the text. 

Links - text that can be a hyperlink with a redirection to a different page. 

Image - an image that can be uploaded as an attachment to the email. 

Emojis - a small digital image or icon used to express an idea or emotion.

Reply Assistant (AI) - Tidio's Reply Assistant is designed to help deliver high-quality, well-composed replies to customers faster. With the power of AI, Reply Assistant AI can generate good-looking responses from the input provided by the agent.

 

 

Physical Address - Email regulations

 

Please, keep in mind that all the emails sent from Tidio include your valid physical address. Make sure that your address is correctly set up in the Settings > Campaigns > Address section in your Tidio panel.

 

Your street address that is required to ensure that your emails comply with international anti-spam laws (CAN-SPAM, GDPR, and others). Your address will appear in the footer of your emails sent from Tidio. To learn more,  please consult our Terms & Conditions.