Send a new email to a customer
Start an email to a customer from the console. It goes from your shop's address, becomes a ticket assigned to you, and the customer's answer comes back to that ticket.
Before you start
- Your support email is connected (see Connect your support email), so customers' answers come back into Chattoko.
Steps
Each short video shows the steps named on it. Press play to watch; the videos have no sound.
Open Inbox ▸ Tickets, press New and choose New email. You can also press Email on a contact in Customers ▸ Contacts, or Email about this order on a Shopify order.
Type the customer's address in To. Press Cc/Bcc to copy other people in.
Add a Subject and write your message. Press Macros to drop in a saved reply, and Attach to add files.
Or press Help me write, say what the email should say, and press Write it. Read the draft before you send it.
Press Send. For about 10 seconds you can press Undo to take it back and keep writing.
To send it later, press the clock next to Send. Pick Tomorrow morning, Tomorrow afternoon, Monday morning or a date and time, then press Schedule.
Emails waiting to go are counted at the top of Tickets. Press View to open Scheduled emails, where you can Send now, Edit or Delete each one.
Check it worked
The email shows in Tickets as a Pending ticket assigned to you, and under More ▸ Sent by us. It says Delivered once it reaches the customer.
If it didn't work
- It says the address is one of your own.
- Chattoko won't email your own support addresses. Enter the customer's address in To.
- I pressed Undo, but it says it has already gone.
- Undo works for about 10 seconds after Send. After that the email is out: follow up in the same ticket if something needs correcting.
- It says today's email limit is reached.
- Every plan has a daily email limit, and the message says when more can go. See Check an email arrived, and daily limits.
- Can I send offers or a newsletter?
- No. New emails are for customers' orders and questions. Offers and newsletters go through your email marketing app.
Related
Updated