Answer support email in the inbox

Email can be a channel of the Conversations inbox, next to WhatsApp, Instagram, website chat, client portals and phone calls. Mail to your support address becomes a conversation like any other: assign it, label it, snooze it, answer it with saved replies, and your whole team works from the same list.

Email requires an active Suite plan or higher, or a current trial.

There are two ways to get email into the inbox:

Connect your own mailbox. meetergo reads the mailbox and your replies go out from your own address, for example anfragen@yourcompany.com. This is the recommended way.
Forward to meetergo. You forward your support address to a meetergo address. Replies then come from a meetergo address.

Connect your own mailbox

The inbox uses the same mailboxes as the Newsletter. A mailbox you already connected there only needs to be switched on for the inbox. Only admins can add mailboxes.

Open Conversations → Channels and click Email settings.
Under Mailboxes, turn on Use … for the inbox for an existing mailbox, or click Add mailbox.
Pick Microsoft 365 and sign in, or enter the IMAP and SMTP details of any other provider. For a shared mailbox in Microsoft 365, enter its address under Shared mailbox (optional).
meetergo checks the mailbox within a minute. New mail in its Inbox folder shows up as conversations, starting with the last 14 days.

When you answer, the composer shows Reply as and your address. The reply leaves through your mailbox, threads under the customer's message, and lands in your Sent folder.

In email messages, Enter inserts a new line. Click Send, or press Ctrl+Enter (Windows/Linux) or Cmd+Enter (Mac), to send. This works for replies and new emails. Chat channels keep their Enter-to-send behavior.

A mailbox that only sends (SMTP without IMAP) cannot be read. Click Add incoming server and enter its IMAP details.

Start a new email

With an active connected inbox mailbox, you can also start a conversation:

Open a contact and click Message, or click New email above the conversation list.
Select your sending mailbox under From. From a contact, the recipient is already filled in. From the inbox, enter the recipient's email address.
Enter a subject and message, then click Send. Enter in the message inserts a new line.

The sent email appears in the inbox. Replies return to the same conversation. If sending fails, the composer keeps your text so you can check the connection and retry.

This requires a mailbox connected under Conversations → Channels → Email settings. A calendar connection or a sender configured only for booking notifications is not enough. Without an active inbox mailbox, the contact's Message button opens your external email app.

When a mailbox needs attention

If the password changes or the Microsoft sign-in expires, the mailbox is marked in Email settings with the reason. Click Reconnect. Until then, new mail is not read and you cannot reply from that mailbox.

Forward to meetergo

Your company has a permanent meetergo forwarding address, shown under Email settings → Or forward to meetergo.

Copy the forwarding address.
An admin of your mail domain forwards your support address to it. This happens at your email provider, not in meetergo.
Send a test message to your support address from another account. It should appear in the inbox.

Keep your existing support mailbox until forwarded mail arrives reliably. Mail that is not forwarded does not reach meetergo.

The sender address from Microsoft 365 or custom SMTP only applies to booking notifications. To answer inbox email from your own address, connect a mailbox.

Read HTML email

Incoming email keeps its text formatting, links and tables, including new messages received through your forwarding address. External images stay hidden until you click Show images. Click Hide images to hide them again. Unsafe scripts and embedded forms are removed. Plain-text email remains readable.

Turn a sender into a contact

Mail from someone who is not in your CRM yet can become a contact without leaving the inbox.

Open the conversation. In the details on the right, click Create contact.
Name and email are filled in from the sender. Check them.
Optionally add Tags. A tag can start an email sequence, for example a follow-up series for new inquiries.
Click Save and link.

If a contact with that address already exists, meetergo links that one instead, adds the tags and tells you. You can also search and link an existing contact under Link contact.

The contact details are shown on screens from 1024 pixels wide. On a phone, link or create the contact later on a larger screen.

Replying

Write your answer in the composer like in any chat:

Your reply arrives as a regular email in the customer's mail client, threaded under the original message with the usual "Re:" subject.
When the customer answers, the answer lands in the same conversation.

Everything else works like the other channels: assign, label, leave internal notes the customer never sees, snooze, and insert saved replies with /.

If your trial or qualifying subscription ends, meetergo stops receiving and sending email. Existing conversations are kept and come back when you restore a qualifying plan.