Adding an email channel in Reamaze
An email channels can be added when you need another email address to help support customers. Oftentimes, you'll already have an address you want to use. For example firstname.lastname@example.org and email@example.com and firstname.lastname@example.org. Each of those email addresses can be a channel within R...
Managing your Reamaze email channel settings
Everything about your email channel can be customized to your liking. To start, head over to your "Settings" menu and then click on "Email Channels". Let's go over what each of the settings options means.
At the settings screen, we give you a list of at-a-glance settings that are enabled or disa...
Setting up Custom SMTP
Custom SMTP Authentication
Reamaze can be configured to send directly from your own email server. By doing this, you can own the deliverability and signing of all email replies that are sent to your customers.
To get started, you can enable Custom SMTP for any individual email channel under Set...
How come my test email isn't coming through?
Reamaze can detect when you're talking to yourself. If you're interested in testing anything you've set up such as your autoresponder, staff notifications, or echoes, make sure you're sending in an email as the customer from an address that's not already associated with your Reamaze account.
Changing your email appearance
We pride ourselves on offering one of the best customer-agent experiences on the market. That means super simple communications no matter which channel you're using. With email being a central part of that experience, we offer several different options so you control and adapt your customer suppo...
Email notifications will make sure all relevant agents are alerted when new messages arrive.
Echos - When you reply to a customer message via the Reamaze web/mobile UI, you might want to synchronize the conversation thread with what's available in your email. Click th...
Gmail alias forwarding
If you have a primary inbox with different aliases set up, you can have each alias forward to a Reamaze channel for proper email management.
Simply go into your Google settings > Forward and POP/IMAP > under Forwarding "Create a filter" > Filter on "To".
Gmail has the ability to have ...
How are emails and conversations threaded?
Conversations are threaded by the "In-Reply-To" header on emails and subject line matching is used as a fall back. Therefore, subject line matching is only good for two weeks, at which point, Reamaze unthreads the conversation and the sender can start a new thread with the same subject line essen...
Displaying full HTML email content by default
By default, Re:amaze displays non HTML email content by isolating important textual content and storing the rest of the HTML content in the "View Original Email" link. The advantages to this method of displaying emails are two-fold:
It drastically simplifies what customer service agents see by r...