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 find the Email channel
- How to create and send emails
- What are the available options inside the email creator
- Why do I need the physical address for sending emails
You will see the email channel inside the conversations in the Inbox section of your Tidio admin panel.
When a visitor has left your website, and you notice a red dot next to the chat channel, it indicates that the best way to continue the conversation is through the email channel.
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.
To answer the visitor via the email channel when you're inside the conversation - click on the Email tab above the typing window.
Create and Send Emails
To compose and send an email from the Tidio panel:
- Click on the email channel, which will open the email composing field.
- Start working on your email by filling in the subject and content sections.
- Take advantage of additional features provided by the email editor, which we'll explain below.
When your message is ready, click on the blue Send button to send the message to your visitor.
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 ticketing 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 ticketing system in Tidio.
Available options inside the email creator
To send an email - you need to fill up the Subject & Content of the email. 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 short 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 > General > Email Marketing > Address section in your Tidio panel.
The physical 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.