We are gradually moving from being a live chat solution to becoming a multichannel helpdesk tool, allowing you to handle conversations with customers in one place, no matter how they reached you. For quite some time we support Facebook messages and today we are happy to announce a new feature: email inbox.
How does it work?
Connect the email address your customers use to contact you and manage your email conversations alongside chats. We completely rethought the user interface to make composing replies and formatting easy and nice.
Chatra is an invisible helpdesk: your customers will see your reply as if you sent them a regular email, there will be no ticket IDs, robotic auto-responses, or mentions that you are using Chatra.
Why do you need it?
Even if you use a live chat tool on your website, you are still getting emails: they may be replies to your marketing campaigns, or customers messaging you directly.
Chatra allows you and your team to stay productive replying to many types of customer inquiries from one shared team inbox. Gather everything under one roof to eliminate the silos and simplify access to the complete communication history across all channels.
Emails in Chatra look unread until you reply or intentionally close them. Don’t risk missing an important email that was occasionally opened and marked as read by you or your team member.
To prevent collisions we show if another agent has already started replying to the customer, so you can avoid several team members replying to the same email.
How to connect your email?
Go to the Email tab in your agent dashboard and create a new mailbox. Choose your email provider and follow the instructions to forward a copy of your emails to Chatra.
Small improvements you asked for
We also made some minor improvements: redesigned the dashboard a little, moved the settings related to the chat window on your website to the Chat Widget tab, and added an option to copy a visitor’s email address in one click.
It’s also now possible to insert a saved reply during a chat even if you already started typing a message. Press Ctrl+M, if you are using Windows, or Cmd+J, if you are using Mac.
Feedback wanted
We spent a lot of time building the email features, and we need to understand where we can improve. Do you think something is missing? Submit a feature request!
Any feedback is appreciated! Send us a message in the chat or leave a comment and let us know!