Set up your company email

Start receiving email in Kustomer.
  • Forward email from Gmail to Kustomer

    If your organization uses Gmail or Google Workspace (formerly G Suite) to power your support email, you can forward those messages to your Kustomer email address on the default Email channel. If you’re using another email client, see Receive email in Kustomer, or contact Kustomer Support so we can help.Who can access this feature?User typesTeam members with admin access to Google Workspace can set up forwarding.In this articleForwarding email from Google WorkspaceTroubleshooting email forwardingForwarding email from Google WorkspaceSign in to Gmail with the support address for which you’d like to setup forwarding.Select Settingsin the top right corner and select See all settings.Select Forwarding and POP/IMAP.Select Add a forwarding address and enter your Kustomer support email address in the following format: support@your_company.mail.kustomerapp.com. Select Next. In the confirmation window, select Proceed.You will see the following message: A confirmation code has been sent to support@<your_company>.mail.kustomerapp.com to verify permission.Log in to your Kustomer account and select  Searches in the navigation bar on the left.Go to All Open Conversations. You should see a conversation with {Your Google Workspace} Forwarding Confirmation in the subject line.Open the conversation and copy the confirmation code, then go back to Gmail and paste the code in the new box under Forwarding:Select Verify.Select New.Select Forward a copy of incoming mail to and then Save Changes.Note: By default, Google will forward all mail.Troubleshooting email forwardingIf these steps aren’t working, or you’re seeing something different in your email account, please see Google’s email forwarding documentation or send us a message at support@kustomer.com.
  • Custom email templates

    Create up to 50 custom email templates to standardize and personalize the design and content of outbound emails for your brands and teams. In Kustomer, you can save and manage multiple versions of each email template and also set default email templates for individual teams and your entire organization. With email templates in Kustomer, you can:Standardize design and content for email replies, auto responses, CSAT surveys, and forwarded emails.Build and style email templates with a visual template editor to customize emails.Insert dynamic text to scale and customize content for email signatures, greetings, and more.Embed HTML code snippets for CSAT integrations (for example, NiceReply or Customer Thermometer).Customize email templates further with an HTML code editor for advanced users. You can start building in the visual editor and then convert your template to customize further with the code editor.Set and manage global default email templates for each type of outbound email.Assign default email templates for different teams to set and manage specific templates for team email aliases.Who can access this feature?User typesAdmins can access the Email templates page.In this articleSet a global default email templateSet a default template for email aliasesTo access email templates, go to Settings> Administration > Email Templates.From the Email Templates page, you can add templates, manage saved template versions, and set a global default template for each email template type or a default template for a specific team email alias.Kustomer email templates use the Handlebars templating language to populate emails with relevant information and data attributes related to the current Draft, Customer, User, Conversation, and Message History objects. For more information, see Data attributes available for email templates.You can create email templates with the Visual Builder or the Code Editor. You can use both editors to customize and populate content with Handlebars templates for dynamic text. If you'd like to provide your own custom HTML, you can use the Code Editor or convert over from a template you've created with the Visual Builder.Set a global default email templateOnce you've created a template, you can set a global default template for all users from the Email Templates page for each template type. The Email Templates page lists any global default templates with a Default Template label.Note: Any email template defaults set for specific email aliases will override the set global default template. To learn more, see Set a default template for email aliases.Set a default template for email aliasesIf your organization uses multiple email addresses (for example, sales@your_org.com, support@your_org.com, and so on), you can assign a different template for each address.To set a default template for an email alias:Go to Apps> Email in the sidebar.Select the edit icon for an email alias to open the Edit Email Address modal. You can choose a default template from the Template drop-down menu.Select Save to set the default email template for the alias.All outbound emails from this email address will now use the set default template instead of any global default email templates set for your organization.Related articlesCreate an email templateData attributes available for email templates
  • Receive email in Kustomer

    When starting with Kustomer, you must ensure that your team receives email in Kustomer. You can:Connect your custom domain to reply from your company's existing email address.Create a new email alias in the Kustomer domain.Connect your existing Gmail address(es). Who can access this feature?User typesAdmins can access email settings.In this articleConnect your custom domainCreate a new alias in the Kustomer domainAdd your Gmail addressEmail considerationsSend individual emails to Kustomer with the Bcc addressConnect your custom domainYou can reply to customers from Kustomer with your company's email support address. By default, any replies sent from Kustomer come from the system-provided address.See Connect your custom domain to learn how to set up Kustomer to send emails from your email address.Create a new alias in the Kustomer domainKustomer provides you with a system-provided email address that you can use to provide email support to your customers immediately. This address is:support@<your_company>.mail.kustomerapp.com You can create up to 50 email aliases to match your organization's needs. For example, you can create a support@your_company.com alias for your agents and a sales@your_company.com alias for your sales team. To create a new alias:Go to Apps> Email.Select Add Email Address and go to Kustomer Address.Select Continue.Enter the name of the address you want to create, for example, sales.Next, enter the display name your customers will see when they email you.Select an email template to use with this address. By default, email messages sent from Kustomer will be in a blank HTML template with no branding or colors. If you have created a custom branded template, you'll want to select it here so that outbound messages use it.Optionally, you can turn on Dynamic Alias Name to send messages from the individual agent's name instead of the default email display name. For example, if you turn this setting on, the reply will be from John@acme.com, not support@acme.com. Select Create.Connect your Gmail addressYou can connect your existing Gmail account(s) directly to your Kustomer instance. See Connect your Gmail address with Kustomer to learn how.Tip: If any of your Gmail email accounts show as Disconnected, select Add Email Address and then select Gmail. From there, you can reauthorize Kustomer in Gmail to reconnect the address.Email considerationsThe following information applies to Kustomer aliases or emails sent via your connected custom domain:Only 20 inbound messages from a single email address are allowed per hour, on an hourly rolling basis. If a single email address sends more than 20 messages to Kustomer within the hour, they will be rejected. If your organization anticipates hitting this rate limit, see Avoid email rate limits for other options.These email addresses support read receipts. However, read receipts are not supported when using the direct Gmail integration.The maximum size for attachments sent in an inbound email must be 35 MB or less. Any attachments over that limit will be blocked and will not come into Kustomer. If a customer needs to send an attachment that exceeds this limit, we recommend having them host the content externally (for example, Google Drive) and sharing a link with you instead.Outbound emails can only contain 9.5 MB of attachments, with no single attachment exceeding 5 MB. If agents need to send attachments that exceed these limits, we recommend hosting the content externally and sharing links in an email instead.The total email size cannot exceed 10 MB.The following file types are not supported, and any emails that contain these types of files will be immediately rejected: vbs, exe, bin, bat, chm, com, cpl, crt, hlp, hta, inf, ins, isp, jse, lnk, mdb, pcd, pif, reg, scr, sct, shs, vbe, vba, wsf, wsh, wsl, msc, msi, msp, mst.Adding a domain to your email provider's allowlist can help ensure that important emails from that domain are not accidentally sent to your spam or junk folder. Since every email provider differs, the exact steps to forward your email can depend on your host. We recommend following their most current documentation. Send individual emails to Kustomer with the Bcc addressIf you ever receive a message in your inbox that should be visible to your entire team, you can use a Bcc address to bring the message into Kustomer. All organizations can access a Bcc address based on the default organization email address. The Bcc address will always follow this pattern: bcc@<your_company>.mail.kustomerapp.com.Related articles:Email settingsConnect your custom domainConnect your Gmail address to KustomerAvoid email rate limits
  • Connect your custom email domain

    With Kustomer, you can reply to customers using your company's existing email domain.In this articleConnect your custom domainUpdate your DNS settingsVerify your domainSet up forwarding and go liveSend a test messageRemove the default Kustomer email addressConnect your custom domainGo to Apps> Email.Select Add Email Address.Select Custom Domain, enter the email address to add to Kustomer, and select Continue.Review step 1 of the wizard. If you're prepared to start configuring your domain, select Continue.Note: You, or another member of your team, will need access to your DNS records to finish this procedure. Enter the display name your customers will see when they email you.Select an email template to use with this address. By default, email messages sent from Kustomer will be in a blank HTML template with no branding or colors. If you have created a custom branded template, you'll want to select it here so all your outbound messages from the selected email address use it. Optionally, you can turn on Dynamic Alias Name to have sent messages come from the individual agent's name instead of the default email display name. For example, if you turn this setting on, the reply will be from John@acme.com and not support@acme.com. Select Continue.Update your DNS settingsNext, you must log in to your web host or DNS provider and update your DNS records DKIM and Return Path with the values shown. Since every DNS provider is different, here's what this process might look like with common hosts and DNS providers:BluehostDreamhostDigitalOceanGoDaddyHostgatorMedia TempleNamecheapNetwork SolutionsShopifyIf you need to send these DNS records to your admin, select Copy All Records to copy a template that you can send them with all of the necessary information.Note: In some cases, DNS providers may automatically append your domain name to the end of the record, which would result in a duplicate and invalid record like kbounces.example.com.example.com . You may need to remove your domain name from the end of the record when pasting it into your domain name settings.After you update your records, select Yes, these records have been updated in the DNS settings to continue.Verify your domainOnce these records are updated with your DNS provider, it may take up to 72 hours for the change to take effect. This period is called DNS propagation. You can check on the status of this change by going to Apps> Email. We will also send you an email once the domain is verified. Once the domain is verified, it'll be reflected on this page.Set up forwarding and go liveOnce your account is verified, you should set up email forwarding to Kustomer to the address shown in step 5 of the wizard to ensure that you don't miss any messages from your customers. Since every email provider is different, the exact steps to forward your email can depend on your current host. Here are a few common examples:Microsoft ExchangeMicrosoft Office 365GoDaddy Workspace EmailOnce you set up forwarding, select the Yes button to complete the setup process. If you don't select this option, you will see a Setup Incomplete warning for the domain in your list of email addresses.Send a test messageThe updates should be complete after 24-72 hours. We recommend you send a test message to confirm that your configuration was set up successfully.Check that the updates are verified in your Email settings on Kustomer.Use another email address to send an email to your support address.Reply to that inbound email from Kustomer. In the reply, you should see the From line reflect these DNS changes.Remove the default email addressAt the end of this process, it's a good idea to remove the default email address that Kustomer initially provided after you successfully sent a test email to verify that their newly connected email address is working as expected. Doing so will ensure that you always reply from your company's support address rather than the address provided by the app.Go to Apps> Email.Locate the support@.mail.kustomerapp.com address in the list.Select Delete  to delete the email address.
  • Knowledge base deflection in email

     With knowledge base email deflection, you can set up an auto response message that acknowledges receipt of a customer's email, and also recommends up to 3 articles that can help answer their question without them having to wait for an agent reply. This can help encourage your customers to self serve and solve their own support request, allowing your agents to focus on more urgent matters.Who can access this feature?User typesContent administrators can access knowledge base settings. Admins can create business rules.In this articleSet up your auto response emailUpdate your theme filesSet up your auto response emailUsing a business rule template, you can quickly set up your auto response email with email deflection.Note: If your Kustomer org is multilingual, make sure your NLP workflow is setting the Lang. value on conversations. For more information, see Automatic Language Detection.To set up your auto response email:Go to Settings> Platform > Business Rules.Select the Acknowledgement auto-response template.Edit the name of the template to help you distinguish it from other auto reply templates. For this example, we will name it Auto response with deflection.In the Set Actions section, select the email address the response will come from using the From drop-down menu.Optionally, if you have a specific template you want to use, select it from the Email Template drop-down menu. Edit the message body, as needed. Select Snippets & Dynamic Text and then select the Dynamic Text tab. Add the {{kbarticle.deflection.actions}}  field to your message. Using this field will reply to the sender with 3 suggested articles that match their inquiry. Each suggested article will ask the sender if the article was helpful and have an action to close the request.In the message body, select {{kbarticle.deflection.actions}} and enter fallback text. This will be what is rendered in the auto response email if there are no articles found that match their inquiry. For example, you can enter "We're sorry, no articles were found."Select Save Changes.Make sure the business rule is enabled by turning on the toggle, if not already enabled.Agents can see the articles that were presented to the customer in the email conversation and whether or not the deflection was successful. Articles shown with a blue icon indicate that the article was read.Update your theme filesIf you are using a custom theme for your knowledge base, you need to update your theme files in order to use email deflection.Note: If you are using the default theme, you do not need to follow these steps. The files will be automatically updated with these changes.To update your custom article.jsx file:Go to Settings> Knowledge Base > Themes.Select the custom theme you are using with your knowledge base.Select your custom article.jsx file.Copy and save all of the code from your article.jsx file into a text editor.Return to the Themes page and select the Default Theme.Select the article.jsx file in the Default Theme and copy all of the code from this file.Return to your custom theme and select the article.jsx file.Select and delete all of the code in your custom article.jsx file. Then, paste all of the code you just copied from the default theme into your file.Now, copy all of your original code from the text editor (step 5).Find the line of code for return and paste all of the code you just copied from the text editor after  return (.Note: In this image, you can find return ( on line 99. This may not be the same in your custom file. Also, please note that you are replacing the code that currently comes after return( with the code you just copied from the text editor.Finally, find the </main> line and enter this line before it:{this.renderDeflectionPrompt()}Your file should resemble the following:Select Save.To update your custom form.css file:In your custom theme, select form.css.Copy and paste the following block of code in your file:/*  ============================== Deflection ============================== */ .form-deflection-prompt-container { position: fixed; display: flex; justify-content: center; align-items: center; bottom: 0; left: 0; right: 0; border: solid 1px #dbdadf; background-color: #f9fafc; padding: 15px; font-size: 16px; } .form-deflection-prompt-text {     margin-right: 40px; } .form-modal-success-icon, .form-deflection-success-icon {     display: flex; justify-content: center; color: #80ce69; font-size: 30px; } .form-deflection-item-article-cta-button { font-size: 16px; padding: 10px 30px; border-radius: 3px; background-color: #2e96cd; color: white; } .form-deflection-item-article-cta-button:hover { cursor: pointer; }Select Save.Now, if a customer sends an email and it matches any of your knowledge base articles, the auto response they receive will also include articles that can help answer their question faster.
  • Connect your Gmail address to Kustomer

    You can directly connect your Gmail email account(s) to your Kustomer instance. Connecting a Gmail mailbox will automatically forward all messages to your Kustomer instance, allowing users to send and receive messages from those email addresses within Kustomer. If your business has multiple Gmail addresses, you’ll need to individually authorize each email address you want to use within Kustomer.Who can access this feature?User typesAdmins can access Gmail settings.In this articlePrerequisitesAdd a Gmail addressSpecify email threadingDeauthorizing an email addressContent managementPrerequisitesYou must have an active Google Business email account and decide which Gmail inbox to integrate with. This integration does not support Google Groups or aliases.Add a Gmail addressBefore performing these steps, you must be logged into the Gmail email account you want to add to Kustomer. This will prevent the incorrect email address from being used.To add an email address:Go to Apps> Email.Select Add Email Address and go to Gmail.Select Continue.Sign in with Google to proceed with the configuration. A Google Authentication window will open and display the Gmail accounts you're currently logged into. You'll need to authorize Kustomer to send and receive email on your behalf.  Select the Gmail account you wish to connect to Kustomer and select Allow.Note: A Gmail account can only be authorized in one Kustomer instance so ensure you do not have it connected to another instance, such as a sandbox. Enter the display name for your Gmail address. Agents see this name when they select which email address to reply to messages from or when they create a new outbound message.Select an email template to use with this address. By default, email messages sent from Kustomer will be in a blank HTML template with no branding or colors. If you have created a custom branded template, you'll want to select it here so all your outbound messages from the selected email address use it. Optionally, you can turn on Dynamic Alias Name to have sent messages come from the individual agent's name instead of the default email display name. For example, if you turn this setting on, the reply will be from John@acme.com, notsupport@acme.com. Select Save Changes.Your connected email address is now listed on the Email page.Notes: Connecting your email accounts will not automatically download existing email messages.Read receipts are not supported on the Gmail integration.Specify email threadingYou can choose how threading replies are managed for conversations sent via your Gmail address. You can select the email conversation history style that best suits your business needs. By default, replying to an email will only include the contents of that reply in your email. If preferred, you can also include the previous conversation history in your replies.The following options are available in the Add threading to email section:Single message replies will send only the current reply when responding to an email.This may be useful if your customers usually contact you multiple times in succession, but tend to have different and unrelated questions each time they reply.Or, if you exchange a large number of messages with users while resolving their concerns, and the full history is not important to newer messages.Include history in replies will include all previous emails in the current conversation thread. For example, a customer would see their earlier message and remember their initial question about when a package would arrive, avoiding any confusion when you send the tracking link.This also might be useful in troubleshooting contexts where your team has to work back and forth to collect information from a customer.Deauthorizing an email addressThere are two ways to deauthorize an email address from sending and receiving messages within your Kustomer instance. Notes: This won't delete existing messages.To reactivate an email address, restart the authorization process from the beginning.From the Email page in Kustomer, select Delete for the email address you want to remove.You can also deauthorize Kustomer from directly within Gmail by navigating to your Account Settings, selecting Security, and selecting Third-party apps with account access.Google may, at any point, automatically deauthorize Third Parties from accessing your data for security reasons. This may be done in the event they detect a security breach or unauthorized access. In the event this happens or an email address is manually deauthorized, the Kustomer interface will display a disconnected flag next to the email address.If any of your Gmail email accounts show as Disconnected, select Add Email Address and then select Gmail. From there, you can reauthorize Kustomer in Gmail to reconnect the address.Content managementAny message redactions or deletions within your Kustomer instance will not be pushed to your Gmail account. You will need to ensure that you also go into that account directly to do so. You will also need to log directly into your email account to manage spam blocking and authorizing domains.Note: Sending bulk messages in your Kustomer instance through Gmail may temporarily or permanently block your email address and effectively stop any sending or receiving. Google controls this based on spam, abuse, and customer complaints, and it may also be triggered by volume. Please consult Google Documentation before sending a bulk message to your customers.Related articles:Avoid Gmail rate limitsGmail authentication statuses
  • Avoid email rate limits

    Kustomer's default system email has a rate limit in place that caps how many inbound messages your organization can receive from the same sender within a window of time. This is in place to help protect you and Kustomer from spam or abuse and applies to inbound messages coming from 1 single email address or being sent to 1 other single address. The limit is set to 20 messages per hour on a rolling hourly basis.If your organization receives more email traffic than this per hour, this article will show you how to work around this rate limit to ensure you receive all of your intended emails.Who can access this feature?User typesAny users with permission to create webhooks and workflows within Kustomer.In this articleOverviewReply-to email-headerForm submissionEmail webhookCreate the email hookBuild the workflowTest your hook and workflowJSON code snippetSet up email forwardingOverviewAs an example, let's say a company named Acme Inc. is set up to forward emails from marketing@acme-inc.com to support@acme-inc.mail.kustomer.com. This might be used to keep track of all of this organization's marketing emails that go out to customers. If an admin were to forward their latest batch of marketing emails to Kustomer, they would hit the rate limit and not receive all those emails if more than 20 are sent per hour. The result of this would be that this organization would receive the first 20 emails, and then not receive any more until the following hour when the rate limit resets.This is a common issue in a few different scenarios:Submissions from an external (non-Kustomer) form.Manually bulk-forwarding emails from an inbox outside Kustomer.Automated messages or notifications.If you run into a case where you have 1 email address that sends in a high volume of mail in a short period of time, there are a few solutions you can employ to avoid the rate limit.Note: These limits and workaround only apply when using the Kustomer system email channel (managed in Apps   > Email), which formats addresses as support@<your company>.mail.kustomerapp.com and does not apply to our Gmail app integration. For more information on limits and workarounds specific to Gmail, see Avoid Gmail rate limits.Reply-to email headerIn the event you are forwarding emails in and have access to setting the email headers in the outbound email message, there is a simple way to work around this limit and properly ingest email conversations to the appropriate customer timeline without requiring significant effort.Example inbound email headersThe email rate limit is determined by both the FROM and an optional REPLY-TO email address. To reduce the chances of hitting this limit, set the REPLY-TO email header to the customer's actual email address when forwarding from a single FROM address. this will help ensure that the email conversation appears on the correct customer timeline, with subsequent responses going directly to the customer. In the example above, as long as forwarded emails for real-customer-email@example.com and others stay within the email rate limit, you can forward virtually unlimited emails from orders@foobar.com simultaneously without any issues.Form submissionIf you frequently forward publicly-facing form submissions into Kustomer and regularly hit this limit, setting up a form hook may be a good solution. This is a better long-term and scalable solution for this issue that takes minimal updating and maintenance after the initial setup. Learn more about setting up a form hook in Inbound webhooks.Email webhookAn email webhook is the best solution if you regularly hit the email after manually bulk-forwarding emails from an external mailbox or after automated messages/notifications. Email webhooks are similar to form hooks, but instead of using a unique URL, you'll send emails directly to a unique email address. Learn more about setting up an email webhook in Inbound webhooks.This example will walk through how to set up an external email address to send emails to your email webhook to avoid potential rate limits. In this process, you will create an email webhook, and then create a workflow that uses the webhook to ingest emails.Create the email hookThe first step is to make the email hook, which creates a unique email address that you can use when forwarding mail to Kustomer.To create the email hook:Go to Settings> Platform > Inbound Webhooks.Select Add Inbound Webhook.Give the webhook a name and a description.For the webhook type, select Email.Select Create.Select the Email Hooks tab and locate your new webhook. Click the menu icon to copy hook address. Make a note of this hook address or add it to your address book, as you will need it later in this guide when you test your hook and workflow.Build the workflowNow that you have your webhook set up, you can build the workflow that uses the webhook to ingest the emails and create new conversations.To build the workflow:Go to Settings> Platform > Workflows.Select Add Workflow.Choose Custom Workflow.Fill in the fields as follows:Name: email-ingest-hookDescription: Workflow will provide a workaround for the email limit of 20 messages per hour.Callable workflow: leave offIn the toolbar of the Workflow editor, select Edit Workflow JSON.Paste in the JSON code snippet.Select the first step in the workflow, and set the Trigger Event to the webhook you created earlier.Select Save.Toggle the workflow on.Test your hook and workflowYour new webhook and workflow are ready to use. It's always a good idea to test out a new connection to ensure everything is working as expected. Try selecting View Logs in the workflow editor to turn on logging, then send a few emails to the email hook address you created earlier to review the results. A successful test will show the workflow run in the View Logs panel with no errors.Learn more about using workflow logs in Test and debug Workflows by viewing logs.JSON code snippetCopy and paste this code block as the Workflow JSON in the previous step.{ "description": "Workflow will provide a workaround for the 20 email limit.", "name": "email-hook-ingest-template", "steps": [ { "transitions": [ { "condition": { "values": [ true ], "op": "true" }, "target": "20t7VL1MD" } ], "errorCases": [], "id": "8KmbEDLqj", "appVersion": "kustomer-^1.9.3" }, { "transitions": [ { "target": "2A", "condition": { "op": "true", "values": [ true ] } } ], "errorCases": [], "id": "20t7VL1MD", "appVersion": "kustomer-^1.9.3" }, { "transitions": [ { "condition": { "values": [ "/#steps.1.attributes.email.replyTo" ], "op": "exists" }, "target": "2B" }, { "condition": { "values": [ { "values": [ "/#steps.1.attributes.email.inReplyToId" ], "op": "exists" }, { "values": [ "/#steps.2A.id" ], "op": "exists" } ], "op": "and" }, "target": "3A" }, { "condition": { "values": [ { "values": [ "/#steps.1.attributes.email.inReplyToId" ], "op": "dne" }, { "values": [ "/#steps.2A.id" ], "op": "exists" } ], "op": "and" }, "target": "9A" }, { "condition": { "values": [ "/#steps.2A.id" ], "op": "dne" }, "target": "5A" } ], "errorCases": [], "params": { "email": "/#steps.1.attributes.email.from.email" }, "action": "kustomer.customer.find-by-email", "appVersion": "kustomer-^1.9.4", "id": "2A" }, { "transitions": [ { "condition": { "values": [ true ], "op": "true" }, "target": "10A" } ], "errorCases": [], "params": { "customer": "/#steps.2A.id", "id": "/#steps.1.attributes.email.inReplyToId" }, "action": "kustomer.message.find-by-id", "appVersion": "kustomer-^1.9.4", "id": "3A" }, { "transitions": [], "errorCases": [], "params": { "attachments": "/#steps.1.attributes.email.attachments", "related": "/#steps.1.attributes.email.selfLink", "size": "/#steps.1.size", "body": "/#steps.1.attributes.email.textBody", "subject": "/#steps.1.attributes.email.subject", "externalId": "/#steps.1.attributes.email.messageIdHeader", "sentAt": "/#steps.1.attributes.email.sentAt", "app": "postmark", "channel": "email", "id": "/#steps.1.id", "customer": "/#steps.2A.id", "spam": "/#steps.1.attributes.email.spam", "meta": { "subject": "/#steps.1.attributes.email.subject", "from": "/#steps.1.attributes.email.replyTo", "to": "/#steps.1.attributes.email.to", "cc": "/#steps.1.attributes.email.cc", "recipient": "/#steps.1.attributes.email.recipient" } }, "action": "kustomer.message.create", "appVersion": "kustomer-^1.9.4", "id": "9A" }, { "transitions": [ { "condition": { "values": [ true ], "op": "true" }, "target": "12A" } ], "errorCases": [], "params": { "email": "/#steps.1.attributes.email.from.email", "name": "/#steps.1.attributes.email.from.name" }, "action": "kustomer.customer.create", "appVersion": "kustomer-^1.9.4", "id": "5A" }, { "transitions": [], "errorCases": [], "params": { "attachments": "/#steps.1.attributes.email.attachments", "related": "/#steps.1.attributes.email.selfLink", "size": "/#steps.1.size", "body": "/#steps.1.attributes.email.textBody", "subject": "/#steps.1.attributes.email.subject", "externalId": "/#steps.1.attributes.email.messageIdHeader", "sentAt": "/#steps.1.attributes.email.sentAt", "app": "postmark", "channel": "email", "id": "/#steps.1.id", "conversation": "/#steps.3A.conversation", "customer": "/#steps.2A.id", "spam": "/#steps.1.attributes.email.spam", "meta": { "subject": "/#steps.1.subject", "from": "/#steps.1.from.email", "to": "/#steps.1.to", "cc": "/#steps.1.cc", "recipient": "/#steps.1.recipient", "inReplyTo": "/#steps.1.inReplyToId" } }, "action": "kustomer.message.create", "appVersion": "kustomer-^1.9.4", "id": "10A" }, { "transitions": [], "errorCases": [], "params": { "attachments": "/#steps.1.attributes.email.attachments", "related": "/#steps.1.attributes.email.selfLink", "size": "/#steps.1.size", "body": "/#steps.1.attributes.email.textBody", "subject": "/#steps.1.attributes.email.subject", "externalId": "/#steps.1.attributes.email.messageIdHeader", "sentAt": "/#steps.1.attributes.email.sentAt", "app": "postmark", "channel": "email", "id": "/#steps.1.id", "customer": "/#steps.5A.id", "spam": "/#steps.1.attributes.email.spam", "meta": { "subject": "/#steps.1.attributes.email.subject", "from": "/#steps.1.attributes.email.replyTo", "to": "/#steps.1.attributes.email.to", "cc": "/#steps.1.attributes.email.cc", "recipient": "/#steps.1.attributes.email.recipient", "inReplyTo": "/#steps.1.attributes.email.inReplyToId" } }, "action": "kustomer.message.create", "appVersion": "kustomer-^1.9.4", "id": "12A" }, { "transitions": [ { "condition": { "values": [ { "values": [ "/#steps.1.attributes.email.inReplyToId" ], "op": "exists" }, { "values": [ "/#steps.2B.id" ], "op": "exists" } ], "op": "and" }, "target": "3B" }, { "condition": { "values": [ { "values": [ "/#steps.1.attributes.email.inReplyToId" ], "op": "dne" }, { "values": [ "/#steps.2B.id" ], "op": "exists" } ], "op": "and" }, "target": "9B" }, { "condition": { "values": [ "/#steps.2B.id" ], "op": "dne" }, "target": "5B" } ], "errorCases": [], "params": { "email": "/#steps.1.attributes.email.replyTo" }, "action": "kustomer.customer.find-by-email", "appVersion": "kustomer-^1.9.4", "id": "2B" }, { "transitions": [ { "condition": { "values": [ true ], "op": "true" }, "target": "10B" } ], "errorCases": [], "params": { "customer": "/#steps.2B.id", "id": "/#steps.1.attributes.email.inReplyToId" }, "action": "kustomer.message.find-by-id", "appVersion": "kustomer-^1.9.4", "id": "3B" }, { "transitions": [], "errorCases": [], "params": { "attachments": "/#steps.1.attributes.email.attachments", "related": "/#steps.1.attributes.email.selfLink", "size": "/#steps.1.size", "body": "/#steps.1.attributes.email.textBody", "subject": "/#steps.1.attributes.email.subject", "externalId": "/#steps.1.attributes.email.messageIdHeader", "sentAt": "/#steps.1.attributes.email.sentAt", "app": "postmark", "channel": "email", "id": "/#steps.1.id", "customer": "/#steps.2B.id", "spam": "/#steps.1.attributes.email.spam", "meta": { "subject": "/#steps.1.subject", "from": "/#steps.1.replyTo", "to": "/#steps.1.to", "cc": "/#steps.1.cc", "recipient": "/#steps.1.recipient" } }, "action": "kustomer.message.create", "appVersion": "kustomer-^1.9.4", "id": "9B" }, { "transitions": [ { "condition": { "values": [ true ], "op": "true" }, "target": "12B" } ], "errorCases": [], "params": { "email": "/#steps.1.attributes.email.replyTo", "name": "/#steps.1.attributes.email.from.name" }, "action": "kustomer.customer.create", "appVersion": "kustomer-^1.9.4", "id": "5B" }, { "transitions": [], "errorCases": [], "params": { "attachments": "/#steps.1.attributes.email.attachments", "related": "/#steps.1.selfLink", "size": "/#steps.1.size", "body": "/#steps.1.attributes.email.textBody", "subject": "/#steps.1.attributes.email.subject", "externalId": "/#steps.1.attributes.email.messageIdHeader", "sentAt": "/#steps.1.attributes.email.sentAt", "app": "postmark", "channel": "email", "id": "/#steps.1.id", "conversation": "/#steps.3B.conversation", "customer": "/#steps.2B.id", "spam": "/#steps.1.attributes.email.spam", "meta": { "subject": "/#steps.1.attributes.email.subject", "from": "/#steps.1.attributes.email.replyTo", "to": "/#steps.1.attributes.email.to", "cc": "/#steps.1.attributes.email.cc", "recipient": "/#steps.1.attributes.email.recipient", "inReplyTo": "/#steps.1.attributes.email.inReplyToId" } }, "action": "kustomer.message.create", "appVersion": "kustomer-^1.9.4", "id": "10B" }, { "transitions": [], "errorCases": [], "params": { "attachments": "/#steps.1.attributes.email.attachments", "related": "/#steps.1.attributes.email.selfLink", "size": "/#steps.1.size", "body": "/#steps.1.attributes.email.textBody", "subject": "/#steps.1.attributes.email.subject", "externalId": "/#steps.1.attributes.email.messageIdHeader", "sentAt": "/#steps.1.attributes.email.sentAt", "app": "postmark", "channel": "email", "id": "/#steps.1.id", "customer": "/#steps.5B.id", "spam": "/#steps.1.attributes.email.spam", "meta": { "subject": "/#steps.1.attributes.email.subject", "from": "/#steps.1.attributes.email.replyTo", "to": "/#steps.1.attributes.email.to", "cc": "/#steps.1.attributes.email.cc", "recipient": "/#steps.1.attributes.email.recipient", "inReplyTo": "/#steps.1.attributes.email.inReplyToId" } }, "action": "kustomer.message.create", "appVersion": "kustomer-^1.9.4", "id": "12B" } ], "trigger": { "transitions": [ { "target": "8KmbEDLqj", "condition": { "op": "true", "values": [ true ] } } ], "id": "1", "appVersion": "hooks-^1.0.0", "eventName": "kustomer.hooks.email.64b5b843fa2c268fcda31872.receive" } }Set up email forwardingNow that the workflow is set up and tested, you're ready to begin using this webhook with email forwarding to avoid rate limits. You can begin bulk forwarding emails to this address, use this webhook address as a destination for any automated emails or notifications, or use it for any other scenario where you want to avoid running into any email API rate limits. Every email provider is different, so the exact steps to forward your email can depend on your current host. Learn more about email forwarding for these common hosts in their help documentation:Microsoft ExchangeMicrosoft Office 365GoDaddy Workspace EmailIf you are using Google Workspace (formerly G Suite) or Gmail, see Forward email from Gmail to Kustomer or use our Gmail app integration.
  • Common Postmark email errors

    If you are using the Postmark app for emails, you may occasionally run into emails that do not send with an error message stating it failed to send. If you hover over the error symbol, you can gain more insight on what the error is.Listed below are the common errors you will see in Kustomer.Soft bounceA soft bounce means there was a temporary problem with the receiving server accepting the email. Postmark will try to send an email multiple times when it receives an error, but when you get a soft bounce error in Kustomer, it means Postmark has ceased trying to send the email. The common reasons we see in Kustomer for soft bounces are:Mailbox is full. This can only be resolved by the customer clearing space in their mailbox. Resending at a later time can potentially work.Delays or temporary issues on the receiver side. This is a server side issue. Postmark will usually try to resend the email after waiting a specified period of time. If you get this error, try to resend the message in 5 to 10 minutes.Hard bounceIf you see a hard bounce for a recipient in your activity, that means the message sent to them bounced due to the address being deemed permanently invalid. You can contact Kustomer support to get hard bounces reactivated. The common reasons we see in Kustomer for hard bounces are:Domain or email address doesn’t exist. This is usually caused by a typo and the email can not be found.Spam Complaint. This is caused by the user marking your email as spam.Note: Reactivating hard bounces may result in another hard bounce if the issue is the address does not exist.Other errors not related to bounces400-invalid-senderThis error is usually seen when you are trying to send an email from an email that is not configured in Kustomer. Usually you see this from automated workflow emails where an invalid from email was added.
  • Move a generic email to correct customer's timeline

    If your team receives multiple emails from a specific email address and those emails should go to different customer profiles based on the content containing the customer’s email address, you can set up a Kustomer workflow to automatically move those conversations to the correct customer.For instance, you receive multiple notification emails from an email address like noreply@provider-name.com about bookings from different customers that look like the below.This article will walk you through the steps to create a workflow that will move those email conversations to the correct Customer object.Who can access this feature?User typesAdmins can access the Workflows and API Keys pages.In this articlePrerequisitesCreate an API KeyCreate the workflowEnter the workflow JSON codeAdd the API key to the workflowCustomize the workflowWorkflow variationsPrerequisitesBefore following this guide, we recommend that you already be comfortable with the basics of using workflows.We also recommend being familiar with creating API keys and adding workflow variables.Create an API keyCreate an API key by going to Settings  > Security > API Keys using the org.user.conversation.write and org.permission.conversation.update roles. Copy and save the token in a separate file for later use.Create the workflowNext, create a new workflow.Go to Settings > Platform > Workflows.Select Add Workflow. The New Workflow window opens.Enter a Workflow Title. You can leave the Description field blank because the code snippet below will provide this for you.Select Create to save the workflow and begin working in the Workflow Editor.Enter the workflow JSON codeUse the Workflow Editor to paste in the workflow code supplied below. This JSON code will take care of most of the workflow creation, aside from a few placeholder values that you'll need to update manually.In the Workflow Editor, go to Workflow Options  and select Edit Workflow JSON.A window appears where you can edit the code for this workflow directly. Select and Delete the current JSON code.Copy the code block below, and paste it into the JSON text field in your Workflow Editor:{ "description": "This workflow will move conversations from a generic email address to their appropriate customer timelines", "name": "move-generic-emails-workflow", "steps": [ { "transitions": [ { "target": "Dy3rji789", "condition": { "op": "true", "values": [ true ] } } ], "errorCases": [], "id": "e9Q4xexax", "appVersion": "kustomer-^1.5.3" }, { "transitions": [ { "target": "xJOlOMnuz", "condition": { "op": "true", "values": [ true ] } } ], "errorCases": [], "id": "Dy3rji789" }, { "transitions": [ { "target": "aL8VV0VbX", "condition": { "op": "exists", "values": [ "/#steps.xJOlOMnuz.match", "" ] }, "meta": { "name": "Email Address Found in Body" } } ], "errorCases": [], "id": "xJOlOMnuz", "action": "kustomer.regex-match.generic", "params": { "regex": "([a-zA-Z0-9._-]+@[a-zA-Z0-9._-]+\\.[a-zA-Z0-9_-]+)", "testString": "/#steps.1.body" }, "appVersion": "kustomer-^1.9.2", "meta": { "displayName": "Find Email Match in Message Body" } }, { "transitions": [ { "target": "2Re5lqKh-", "condition": { "op": "exists", "values": [ "/#steps.aL8VV0VbX.id", "" ] }, "meta": { "name": "Email Message is Found" } } ], "errorCases": [], "id": "aL8VV0VbX", "action": "kustomer.message.find-by-id", "params": { "id": "/#steps.1.id" }, "appVersion": "kustomer-^1.9.2", "meta": { "displayName": "Find Email Message in Kustomer" } }, { "transitions": [ { "target": "TOUPj-zBx", "condition": { "op": "true", "values": [ true ] } } ], "errorCases": [], "id": "2Re5lqKh-" }, { "transitions": [ { "target": "71igq5x_v", "condition": { "op": "true", "values": [ true ] }, "meta": { "name": "stop" } } ], "errorCases": [], "id": "TOUPj-zBx", "action": "kustomer.customer.find-by-email", "params": { "email": "/#steps.xJOlOMnuz.match" }, "appVersion": "kustomer-^1.9.2", "meta": { "displayName": "Find Customer by Email" } }, { "transitions": [ { "target": "f-rngyCEV", "condition": { "op": "exists", "values": [ "/#steps.TOUPj-zBx.id", "" ] }, "meta": { "name": "Customer Found by Email" } }, { "target": "0xs6Bk29L", "condition": { "op": "exists", "values": [ "true", "" ] }, "meta": { "name": "Customer does not Exist" } } ], "errorCases": [], "id": "71igq5x_v" }, { "transitions": [ { "target": "G2spIjO8X", "condition": { "op": "true", "values": [ true ] } } ], "errorCases": [], "id": "f-rngyCEV" }, { "transitions": [], "errorCases": [], "id": "G2spIjO8X", "action": "kustomer.rest-api.json", "appVersion": "kustomer-^1.9.2", "params": { "method": "PUT", "json": true, "headers": { "content-type": "application/json", "Authorization": "Bearer" }, "data": { "customer": "/#steps.TOUPj-zBx.id" }, "uri": "https://api.kustomerapp.com/v1/conversations/{{{steps.aL8VV0VbX.conversation}}}" }, "meta": { "displayName": "Move Conversation to Correct Customer" } }, { "transitions": [ { "target": "8J2fs1Oby", "condition": { "op": "true", "values": [ true ] } } ], "errorCases": [], "id": "1pIJ1EyKn", "appVersion": "kustomer-^1.5.3" }, { "transitions": [ { "target": "mS7UMku22", "condition": { "op": "true", "values": [ true ] } } ], "errorCases": [], "id": "0xs6Bk29L", "action": "kustomer.customer.create", "params": { "email": "/#steps.xJOlOMnuz.match" }, "appVersion": "kustomer-^1.9.2", "meta": { "displayName": "Create New Customer" } }, { "transitions": [], "errorCases": [], "id": "mS7UMku22", "action": "kustomer.rest-api.json", "params": { "method": "PUT", "json": true, "headers": { "content-type": "application/json", "Authorization": "Bearer" }, "data": { "customer": "/#steps.0xs6Bk29L.id" }, "uri": "https://api.kustomerapp.com/v1/conversations/{{{steps.aL8VV0VbX.conversation}}}" }, "appVersion": "kustomer-^1.9.2", "meta": { "displayName": "Move Conversation to Correct Customer" } }, { "transitions": [ { "target": "e9Q4xexax", "condition": { "op": "eq", "values": [ "/#steps.1.fromEmail", "test@test.com" ] }, "meta": { "name": "Message from Specific Email Address" } } ], "errorCases": [], "id": "8J2fs1Oby", "appVersion": "kustomer-^1.5.3" } ], "trigger": { "transitions": [ { "target": "1pIJ1EyKn", "condition": { "op": "true", "values": [ true ] } } ], "eventName": "kustomer.app.postmark.message.receive", "id": "1", "appVersion": "postmark-^1.1.11", "meta": { "displayName": "Email Message Received" } } }Select Update to dismiss the JSON editor and save the changes to the workflow.The workflow will look like the below.Add the API key to the workflowIn the Workflow Editor, go to Workflow Options  and select Workflow Variables.Add the saved token from the API key you created earlier as a workflow variable. Name the workflow variable as desired and add the token in the Value field.Save the variable, select Close to exit the workflow editor, and Save the updated workflow.Customize the workflowIn the first condition after the workflow trigger, customize the test email address to the email address(es) from where you receive multiple messages that should be moved to the correct customer timelines.In Steps 13 and 14 of the workflow, select the key icon in the REST API JSON action step to access the workflow variable saved, and copy the workflow variable.Add just one space after Bearer in the Headers section and paste the copied value which is the API token needed for authorization. The section should look like the below:If there are any other changes to the workflow that you'd like to make, you can do so now. When you're finished, Save all and other workflow changes.When you're ready to activate this workflow, use the toggle to switch it on or off.Workflow variationsYou can change the workflow’s initial trigger to create or duplicate this automation for messages received from other channels besides email. You’ll then modify the workflow steps to account for the message content and specific data to look for within the Message Data to find the target Customer timeline and move the conversations correctly.
  • Data attributes available for email templates

    Email templates have access to the following data in any Handlebars block:Agent AvatarDraft data attributesCustomer data attributesUser data attributesConversation data attributesMessage data attributesFor more information about email templates, see Custom email templates.Agent AvatarYou can dynamically populate an email template with the avatar of the respective user, or agent. Use the following template to insert the agent avatar:{{#if user.avatarUrl}} <img style="height:100px;width:100px;" alt="25" src="{{user.avatarUrl}}"/>{{/if}}Notes:You can adjust the height and width of the avatar to fit your template.The email template won't display an avatar if an agent avatar is unavailable.Draft data attributesImportant: Always include Draft data attributes to send the email draft typed by the agent. Email templates without these Draft Handlebars will send blank templates.Handlebars templateDescription{{draft.textBody}}Plain text body of the email draft{{draft.htmlBody}}Formatted HTML body of the email draftCustomer data attributesHandlebars templateDescription{{customer.email}}Primary email of the customer{{customer.name}}Full name of the customer{{customer.firstName}}First name of the customer, if available{{customer.lastName}}Last name, if available{{customer.id}}Unique ID of customer in Kustomer{{customer.custom.exampleCustomFieldStr}}Custom data attribute specific to the Customer Klass for your Kustomer organization.User data attributesHandlebars templateDescription{{user.email}}Email address of the user, or agent{{user.emailSignature}}Email signature of the user, or agent{{user.name}}User's name (as it appears in Kustomer){{user.displayName}}Public display name of the user, or agent. Defaults to the user's name if a display name is not set in Kustomer.{{user.id}}Unique ID of the user, or agent, in Kustomer{{user.avatarURL}}URL of the user, or agent's, avatar in KustomerNote: The email template won't display an avatar if an agent avatar is unavailable.Conversation data attributesHandlebars templateDescription{{conversation.status}}Status of the conversation{{conversation.name}}Name, title, or subject of the conversation{{conversation.id}}Unique ID of the conversation in Kustomer{{conversation.custom.exampleCustomFieldStr}}Custom data attribute specific to the Conversation Klass for your Kustomer organizationMessage data attributesThe following examples assume the first (most recent) message, which always has an index of [0]. The second, or next recent message, will have an index of [1].The Messages object is a list of historical messages in the Conversation object. You can loop over each message in the messages object with the built-in each Handlebars helper.Handlebars templateDescription{{messages.[0].channel}}Channel of the message{{messages.[0].body}}Body of the message{{messages.[0].direction}}Direction of the message (either inbound or outbound{{messages.[0].from}}Address from which the message was sent{{messages.[0].sentAt}}Date and time when the message was sent{{messages.[0].subject}}Subject of the message, if applicable{{messages[0].id}}Unique ID of the message in KustomerRelated articlesCustom email templatesCreate an email template
  • Create an email template

    Create and personalize up to 50 custom email templates to standardize your outbound emails for your brands and teams.Who can access this feature?User typesAdmins can create email templates.In this article:Add a new email templateUse the visual builderUse the code editorAdd a new email templateYou can create up to 50 new templates.To add a new email template:Go to Settings> Administration > Email Templates.Select Add Template.Select an editor for building your template:The visual builder option allows you to design a template with a visual editor without additional code.The code editor option allows you to code your own template with custom HTML.Enter a descriptive Template Name.Select a Template Type from the following options:Email Reply: Customize an email reply.Email Auto Response: Customize an auto-reply to send a message receipt confirmation for customers.Email Satisfaction: Customize a satisfaction (CSAT) survey to send after a conversation is marked done in Kustomer.Email Forwarding: Customize the conversation transcript sent when you forward a conversation.Select Create to open a new email template in your selected editor. The new email template will be pre-populated with Handlebars templated data attributes based on your selected template type.Edit the template with your selected editor. Select Preview to preview your template for web and mobile screens.Select Save to save a version of your template.Once you save your new email template, you can view and manage it on the Email Templates page under the tab for the template type category.Use the visual builderTo open and edit your email template in the visual editor, select Visual Builder when you add and create a new template. The visual editor displays your template design and content in the main workspace. The right-hand panel displays different settings based on the element you select on the email template.Note: The visual editor supports hexadecimal, RGB, and HSL values for all color settings.In the visual editor, you can customize the following sections for each email template:Template SettingsCanvasHeaderBodyFooterTemplate SettingsUse the template settings to:Change the name of the email templateOpen and edit previously saved versions of the email templateConvert your design into code you can edit with the code editorNote: Once you convert your design from the visual editor to the code editor, you won't be able to reverse the action.CanvasCustomize the background color for your email template.HeaderCustomize the email header with a background color or image (recommended width: 600px), and a header image or logo (recommend width: 300px).BodyUse the rich text editor to customize the email body with a background color, header text, and body text.Type in dynamic text and snippets to personalize the body content further with custom text and data.FooterCustomize the footer with a background color, footer image (recommended width: 300px), footer text, and social media icons. You can select and link to multiple icons from the following social media options: Facebook, Instagram, Twitter, Pinterest, LinkedIn, and YouTube.Use the code editorTo build your email template in the code editor, you can either 1) select Code Editor when you add and create a new template, or 2) select Convert to Code from the Template Settings for an email template you've built with the visual editor.Note: Once you convert your design from the visual editor to the code editor, you won't be able to reverse the action.You can update the email template name, view and edit any previously saved versions, and edit your custom HTML code in the code editor.Each template in the code editor will be pre-populated with default HTML and necessary Handlebars templated data attributes to get you started based on the selected email template type. To view the Kustomer data attributes available for Handlebars formatting, see Data attributes available for email templates.You can select Preview to view your email template design for web and mobile before you select Save to save any changes.You can also select Reset to Default at the bottom of the code editor to reset your code to the default template type for your email.Related articlesCustom email templatesData attributes available for email templates
  • Avoid Gmail rate limits

    Gmail has a daily rate limit in place that caps how many outbound messages your organization can send. That limit is set to 2,000 outbound messages per 24 hours. If your organization needs to send more emails than this per 24 hours, you can set up Google's SMTP relay service to increase this limit to 10,000 messages per 24h hours. To do so:Log in to your Google Admin console using an administrator account.Go to Menu > Apps > Google Workspace > Gmail > Routing.Find SMTP relay service and select Configure.Enter a name and select the following options:Only addresses in my domain from the Allowed Senders menuRequire SMTP Authentication from the Authentication fieldRequire TLS Encryption from the Encryption fieldSelect Save. Your changes should take effect within 24 hours.For more information, see this article.Related articles:Connect your Gmail address to KustomerGmail authentication statuses
  • Gmail authentication statuses

    At some point, an email address may no longer be authenticated either because the password was changed or Google detected suspicious activity. You and your agents may see errors when sending messages.If you are receiving a Suspended Account or Disable Account error, please re-authenticate your account. Please contact Google Support directly to resolve authentication issues.401 - Suspended Account: Kustomer has received several failed attempts to connect to the Google Workspace API and message sending is temporarily paused. If we cannot connect after 30 minutes, the account will be disabled. An account may also be suspended if it is manually disabled in Kustomer. You can view a connected address's status from the Gmail page. 401- Disabled Account: Kustomer can no longer access Message data within Google Workspace, and the API has been frozen. 429 - gmail_api_rate_limit: Google is rate-limiting this specific email address.Related articlesConnect your Gmail address to KustomerAvoid Gmail rate limits
  • Email settings

    You can go to the Settings tab to apply global settings for all emails, specify how emails are threaded, review your existing spam rate, or change your inbound spam threshold.Global email settingsDisable Email PreviewTurn on to hide the View Full Email option. Users will not be able to open the email in a separate window.Filter Email Content in PreviewTurn on to hide unsafe content from emails, such as images.Block outbound file extensions (beta access)Turn on to block agents from attaching the selected files to an email. You can block the following file extensions:File typeaacgzmpegrarwmaamrm4ampgrmwmvavim4voggswfxlsdocmkvopustarxlsxdocxmovpdfvobzipflacmp3pptwav7zflvmp4pptxwebmSpecify email threadingYou can choose how your organization threads replies and the email conversation history style that best suits your business's needs.By default, replies to emails only include the contents of that reply. However, you can also include the history of the previous conversation in your replies if you prefer.Note: This setting only applies to email addresses for custom or Kustomer domains. If you have a connected Gmail address, you can specify threading for it in Gmail settings.The following options are available in the Add threading to email section:Single message replies will send only the current reply when responding to an email.This may be useful if your customers usually contact you multiple times in succession, but tend to have different and unrelated questions each time they reply.Or, if you exchange many messages with users while resolving their concerns, and the full history is not important to newer messages.Include history in replies will include all previous emails in the current conversation thread. For example, a customer would see their earlier message and remember their initial question about when a package would arrive, avoiding confusion when you send the tracking link.This also might be useful in troubleshooting contexts where your team has to work back and forth to collect information from a customer.Review your spam rateYour spam rate is an indicator of how frequently recipients are marking your emails as spam. To avoid issues with your outgoing emails, your spam rate should be less than 0.10%, or 10 complaints for every 10,000 sent emails. Note: This setting only applies to email addresses for custom or Kustomer domains.The following colors will indicate your current rate.Spam rateColorGreater than 0.1%RedBelow 0.1%GreenEqual to 0.1%YellowIf you notice that your spam rate is getting higher, please see this Postmark article for suggestions on how to improve your rate.Set the spam thresholdTo control spam, Postmark scans inbound emails and gives each one a score that determines how likely that email is spam. If you set a spam threshold, Postmark will block all emails that have a score that is lower than the threshold. The lower the threshold, the more restrictive it is and fewer emails that are suspected to be spam will reach your inbox. For example, if you set your threshold to 5, only emails with a spam score of 1-4 will go through. The spam threshold can be set anywhere from 1-30.We recommend you set your threshold to 5 and adjust it, as needed. You can view all emails marked as spam by going to your Spam search. If you notice that many spam emails are reaching your inbox, you may want to increase the threshold. Notes: You can turn this setting off using the toggle. Once off, all inbound emails will be allowed to go through, regardless of its spam score.This setting only applies to email addresses for custom or Kustomer domains.For more information see this Postmark article.Related articles:Receive email in KustomerConnect your Gmail address to Kustomer
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