Email Conversations

Email is one of the most important support channels, and Fyncall treats it as a first-class citizen in your inbox. You can compose new outbound emails, reply to incoming threads, format your messages with a full rich text editor, attach files, and even send product recommendations — all without leaving the inbox.

How Email Works in Fyncall

When a customer sends you an email, it arrives in your Fyncall Inbox as a conversation — just like WhatsApp or Instagram messages. You reply from the same place, and the customer receives your response in their regular email client (Gmail, Outlook, Apple Mail, or any other).

Composing a New Email

You can start an email conversation from scratch — you do not need to wait for a customer to contact you first.

1. Click the Compose button at the top of the inbox sidebar
2. Select Email as the channel
3. Fill in the recipient's email address in the To field
4. Optionally add recipients in the CC field
5. Enter a Subject line
6. Write your message using the rich text editor
7. Attach any files if needed
8. Click Send

The new conversation appears in your inbox immediately, and any replies from the customer will thread into the same conversation.

tip

Use the CC field when you need to loop in a colleague or a third party — such as a shipping provider or a manager. CC recipients receive the email but are not the primary recipient.

Replying to Email Threads

When you select an email conversation from your inbox, you will see the full thread — every message between your team and the customer, displayed in chronological order.

To reply:

1. Click into the message input at the bottom of the conversation
2. The rich text editor toolbar appears automatically
3. Compose your reply
4. Press Cmd+Enter (Mac) or Ctrl+Enter (Windows/Linux) to send

Your reply is delivered to the customer's email address and added to the conversation thread in Fyncall.

Email Threading

Fyncall keeps email conversations organized by threading all related messages together. Here is how threading works:

• Automatic grouping — When a customer replies to your email, Fyncall automatically matches it to the existing conversation thread. You never need to search for the original message.
• Subject line preserved — The subject line stays consistent throughout the thread, so both you and the customer can follow the conversation easily.
• Full history visible — Every message in the thread is visible in chronological order within the conversation panel. Scroll up to see the complete history.

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If a customer starts a brand-new email with a different subject line, Fyncall creates a new conversation rather than appending it to an existing thread. This keeps your inbox organized by topic.

Rich Text Editor

Email conversations give you access to a full rich text editor — unlike WhatsApp or Web Widget, where messages are plain text or use lightweight formatting.

Formatting Options

Format	How to Use	Keyboard Shortcut
Bold	Click the B button or highlight text and apply	Cmd/Ctrl + B
Italic	Click the I button or highlight text and apply	Cmd/Ctrl + I
Underline	Click the U button or highlight text and apply	Cmd/Ctrl + U
Bulleted list	Click the bullet list button	--
Numbered list	Click the numbered list button	--
Link	Highlight text and click the link button	--

Writing Effective Emails

The rich text editor helps you write structured, easy-to-read replies:

• Use bold to highlight key information like order numbers, dates, or next steps
• Use numbered lists for step-by-step instructions
• Use bulleted lists for options or multiple items
• Use underline sparingly for emphasis

tip

Keep your emails scannable. Customers often skim emails for the key details. Use formatting to guide their eyes to what matters most.

Attachments

You can attach files to any email reply or new composition. Click the paperclip icon in the editor toolbar, or drag and drop a file directly into the compose area.

Category	Supported Formats	Max Size
Images	PNG, JPG, JPEG, GIF, WEBP	16 MB
Documents	PDF, DOC, DOCX, XLS, XLSX, CSV, TXT	25 MB
Videos	MP4, MOV, AVI	16 MB
Audio	MP3, OGG, AAC	16 MB

Attached files appear as clickable links in the customer's email. Images may render inline depending on the customer's email client.

HTML Rendering

Incoming emails from customers often contain HTML formatting — styled text, images, signatures, and embedded content. Fyncall renders these emails faithfully in the conversation panel, so you see the message exactly as the customer composed it.

• Styled text — Bold, italic, colored text, and fonts render correctly
• Images — Inline images and embedded graphics display within the message
• Signatures — Company logos, contact blocks, and formatted signatures appear as intended
• Links — Clickable links are preserved and open in a new tab when clicked

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If an incoming email contains complex HTML (like a newsletter or marketing template), Fyncall renders it in a sandboxed view to keep your inbox clean and secure.

Sending Products via Email

When a customer asks about a product, you can send a product recommendation directly within the email — no need to copy and paste links or descriptions manually.

1. Click the Products icon in the compose toolbar
2. Search for the product by name or SKU
3. Select the product you want to share
4. A formatted product card is inserted into your email with the product name, image, price, and a link to the product page
5. Add any additional context or message around the product card
6. Send the email

tip

Product cards in email include a direct link to the product page on your store. Customers can click through and purchase immediately.

Managing Multiple Email Accounts

Fyncall supports connecting multiple email accounts, so your team can manage all your support addresses from a single inbox.

Supported Providers

Provider	Connection Method	Features
Gmail	OAuth (one-click sign-in)	Full send and receive, automatic sync
Outlook / Microsoft 365	OAuth (one-click sign-in)	Full send and receive, automatic sync
Custom SMTP / IMAP	Manual configuration (server, port, credentials)	Works with any email provider

Connecting an Email Account

1. Go to Settings > Channels > Email
2. Click Add Email Account
3. Choose your provider (Gmail, Outlook, or Custom SMTP)
4. For Gmail or Outlook, sign in with your account credentials and authorize Fyncall
5. For Custom SMTP, enter your SMTP server, port, username, and password along with your IMAP settings for receiving
6. Click Save

Once connected, incoming emails to that address appear in your Fyncall Inbox automatically.

Switching Between Accounts

If you have multiple email accounts connected, you can choose which account to send from:

1. When composing a new email or replying, look for the From dropdown
2. Select the email account you want to send from
3. Your reply will be sent from that address

warning

Make sure you reply from the same email address the customer originally contacted. Switching to a different sender address mid-thread can confuse customers and may cause their email client to start a new thread.

Email vs. Other Channels

Email has unique advantages and some differences compared to messaging channels:

Feature	Email	WhatsApp / Instagram / Widget
Reply window	Unlimited — reply any time	WhatsApp: 24h, Instagram: 7 days
Rich text formatting	Full editor (bold, italic, underline, lists)	Limited or plain text
CC recipients	Yes	No
Subject lines	Yes	No
Threaded conversations	Automatic threading by subject and references	Continuous single thread
Product cards in message	Yes	Yes (WhatsApp and Instagram)
File attachments	All types up to 25 MB	Varies by channel

Best Practices

• Use clear subject lines — When composing a new email, write a descriptive subject. It helps the customer and keeps your inbox organized.
• Format for readability — Use headings, lists, and bold text to structure long replies. Customers scan emails quickly.
• Reply from the right account — Always check the From address before sending, especially if your team manages multiple inboxes.
• Attach relevant documents — If you are referencing a return label, invoice, or policy document, attach it directly rather than asking the customer to find it themselves.
• Leverage the AI Copilot — Use the Copilot to draft email replies, especially for complex inquiries. The Copilot adapts its tone and length to suit email communication.

What's Next?

• Replying to Customers — Learn about the full reply experience across all channels
• AI Copilot — Get AI-powered help drafting email replies and summarizing threads
• Customer Info Panel — View customer details, orders, and history alongside the conversation