Reply to customers by email

Once email support is connected, you can email customers directly from any request. Replies come from your support address, and the whole conversation stays on the request.

Before you start

• Your workspace needs an active support email. If it doesn't, you'll see a message explaining that emails can't be sent until one is set up.

• The request needs a contact with an email address. If it doesn't have one, link a contact first.

Send an email

1. Open the request.

2. Go to Email conversation.

3. Write your message.

4. Optionally, choose a signature and attach files.

5. Send.

The customer receives your email from your support address, with your workspace's sender name, for example "Acme Support".

When the customer replies

The customer's reply is added to the same request's email conversation. The assignee is notified that a reply was received.

New emails from customers

When a customer sends a new email to your support address, rather than replying, Supahelp creates a new request for your intake team and links it to the sender's contact record.

Attachments

You can attach up to 10 files per email, up to 25 MB in total. Supported types are PDF, PNG, JPG, JPEG, WEBP, and TXT. Attachments customers send appear in the email conversation.

If an email isn't delivered

If sending fails, you'll see Email could not be sent. Your draft has been kept. Try again.

If an email was sent but couldn't be delivered, the message is marked This message could not be delivered. and you're notified. Check the customer's email address on their contact record.

Emails vs. internal comments

Everything in the email conversation is shared with the customer. Use Internal comments for notes only your team should see.