Answer support email in the inbox
Route your support address into the shared inbox, answer email next to chat, and let replies thread normally in the mail client your customer already uses.
Email can be a channel of the Conversations inbox, next to WhatsApp, Instagram, website chat, and client portals. Mail sent to your support address becomes a conversation like any other: it can be assigned, labeled, snoozed, prioritized, and answered with saved replies, and your whole team works from the same list.
The email channel is off by default and needs to be set up before anything arrives. An admin has to activate it for your company and configure the support address (below). Until that is done, no email shows up in the inbox.
How it works
- Your company gets a dedicated meetergo forwarding address.
- You set up forwarding from your own support address, for example
support@yourcompany.com, to that forwarding address. This happens in your email provider, not in meetergo. - From then on, every mail to your support address opens a conversation in the inbox, marked with the Email channel. New mail in an existing exchange lands in the same conversation, not a new one.
Set it up
- The email channel is rolled out per company. It is included with the Suite plan; contact meetergo support to have it activated for your account.
- With activation you receive your company's forwarding address.
- An admin of your mail domain forwards your support address to it.
Keep your existing support mailbox until you have verified that forwarded mail arrives in the inbox. Forwarding rules are easy to get wrong, and mail that is not forwarded does not reach meetergo.
Replying
Write your answer in the composer like in any chat. The difference is what the customer receives:
- Your reply arrives as a regular email in the customer's mail client.
- It threads under the original message, with the usual "Re:" subject. No new thread, no strange sender folder.
- When the customer answers, the answer lands back in the same conversation in your inbox.
Everything else works exactly like the other channels: assign the conversation to a teammate, add labels, leave internal notes the customer never sees, snooze it while you wait, and insert saved replies with /.
Internal notes are never sent by email. They are only visible to your team, on this channel like on every other.
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