TABLE OF CONTENTS


Advance email settings


To compose a new email, agents can click on the '+New' button on the top right corner of the agent portal and select the 'New Email' option.



If the agents are unable to locate this option under '+New', kindly request the administrator to verify if the option is enabled for the agents to access under the admin settings.


Admin-> Email -> Advance settings -> Allow agents to initiate conversation with customers -> Enable



By default, the ticket will be marked as Closed and assigned to the agent sending the email. The SLA timers start running only when the customer responds to the email. ie., when the reply is appended to the ticket and the Status is changed to Open.


Limits on the outbound email


  • You can send up to 30 outbound emails per day if you are on the Free plan.
  • If you are on Growth, Pro, or Enterprise plans, there are no limits to the number of outbound emails you can send. 
  • If your account is in a trial state under any plan, then you can send up to 5 outbound emails per day.


Unable to choose a specific support address while creating an outbound email


In case the customer is using marketplace apps to 'customize the from email address' in a ticket we have to check the settings of the app. 


Admin -> Apps -> Customise From email address


Here is the reference article about sending outbound emails to customers.