Conversations email

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How to Set Up Conversations Email

Conversations email is a vital feature of ActiveCampaign's Conversations platform, designed to enhance communication between businesses and their customers. It allows users to manage email correspondence seamlessly alongside chat interactions, ensuring that no conversation is left unattended even when a visitor leaves the website. This feature is particularly advantageous for engaging with leads and maintaining a strong customer support presence.

In this article, you will learn how to set up and configure the Conversations email feature, ensuring your communications are efficient and effective.

How to Access Conversations Email

Accessing the Conversations email settings is a straightforward process. Follow these steps:

1. Click on Conversations in the left menu. 2. Select Conversations Settings.

This will bring you to the Conversations Settings page where you can customize your email options. By default, the Conversations email channel is enabled when you start a trial or purchase seats.

If you wish to disable the email channel at any point, simply switch the Enable Email toggle to off.

As you work through these settings, a preview of how your email will look will appear on the right side of your screen, helping you ensure everything is set up as desired.

Step-by-Step Instructions

1. 1. 1. Creating a Default Subject Line

Creating a default subject line for emails sent from the Conversations unified inbox can streamline your communication process. Here's how to set it up:

1. In the Subject Line field, input the desired default subject. Examples include “Follow-up from our conversation” or “Regarding our chat.” 2. To include a timestamp of when the conversation started, leave the option selected. To remove it, click the X. You can always re-add it by clicking the Add message timestamp option below the subject line field.

1. 1. 1. Setting a From Name

The From Name is what your contacts will see when they receive an email. To set or customize this:

1. Enter the desired name in the From Name field. 2. If you want the name of the agent sending the email to appear, click on the Add Agent Name option. When an email is sent, the tag Agent_Name will be replaced by the actual name of the agent.

1. 1. 1. Creating an Email Forwarding Address for Inbound Emails

You can create a custom email address to route inbound emails to your Conversations inbox. To do this:

1. Enter the username for your forwarding email in the field provided; this field appears before the @ symbol. 2. Enter the appropriate subdomain (typically your company name) following the @ symbol. Your forwarding email address will end with ac-inbox.com, which cannot be modified.

For example, a forwarding email might look like: support@mydomain.ac-inbox.com. After entering your details, click Save.

Once this setup is complete, you can start routing inbound emails to your Conversations inbox.

Configuration Options and Settings

Understanding the configuration options available for Conversations email is crucial for effective setup and usage:

• Default Subject Line: Set a generic subject line for outgoing emails to streamline responses.
• From Name: Customize how emails appear to recipients, enhancing brand visibility.
• Email Forwarding Address: Establish a unique email address to collect conversations from various sources such as other email providers, automated replies, and ActiveCampaign form submissions.

To optimize your usage of these settings, it’s essential to understand the implications of each configuration.

Best Practices and Tips

1. **Keep Subject Lines Relevant**: Use subject lines that clearly indicate the nature of the follow-up. This aids in organization and improves recipient engagement. 2. **Always Monitor Conversations**: Regularly check your Conversations inbox to ensure timely responses to customer inquiries. 3. **Utilize Email Forwarding**: Make full use of the email forwarding feature to centralize communication in one place, making it easier to manage customer support queries. 4. **Enable Reply Tracking**: Ensure reply tracking is enabled for campaigns and automation emails; this helps in funneling replies into your Conversations inbox.

Common Use Cases with Examples

ActiveCampaign Conversations email can be effectively used in various scenarios:

• **Customer Support**: Use Conversations to handle customer inquiries efficiently. For instance, when a customer emails support, the conversation is captured in your Conversations inbox, allowing agents to reply and provide assistance.
• **Lead Follow-Up**: After an initial chat, a business can send a follow-up email using the Conversations inbox, keeping the dialogue open with potential clients.
• **Feedback Collection**: You can create forms using ActiveCampaign that post submissions directly to your Conversations inbox, helping to streamline feedback collection processes.

Troubleshooting

If you encounter issues with your Conversations email setup, consider these common troubleshooting tips:

• **Email Not Forwarding**: Ensure that your forwarding email address is correctly configured and that your email client supports automatic forwarding. Refer to your email client’s help documentation for specific instructions.
• **Agent Names Not Displaying**: If agent names are not appearing as intended, verify that you’ve enabled the settings required for dynamic name display in the From Name configuration.

FAQ

1. Who can set up Conversations email?

Only the Primary Account admin can configure Conversations email and set a forwarding email address.

2. Can I use Conversations email for marketing communications?

No, emails sent from the Conversations inbox are strictly transactional and should not be used for marketing purposes.

3. What happens if an email from an unknown sender arrives?

A new contact profile is created in your system for unknown senders, and the email conversation is captured for reference.

4. Can multiple agents respond to a single email conversation?

Yes, any agent with access to Conversations can view and reply to email messages.

5. Is Conversations email enabled by default?

Yes, the Conversations email channel is turned on by default when you start a trial or purchase seats.

6. How can I disable Conversations email?

You can turn off the email channel by setting the Enable Email toggle to off in the Conversations Settings page.

7. Can I edit the subject line after setting a default?

Yes, you can always edit the subject line when sending an email later.

With this guide, you should now have a comprehensive understanding of how to set up and utilize Conversations email within ActiveCampaign. For more details, visit the official ActiveCampaign support page. ```