When you’ve set up your email channel, it’s time to further configure it. We divided the configurable settings into four sections: channel settings, email settings, advanced settings, and domain/Gmail/Outlook settings. In this article, we’ll explain all the things you can configure for your email channel in Trengo.
You'll find these settings by navigating to Settings > Channels > Email > Your email channel.
Configure your email channel
Find all the configurable settings for your email channel below.
Channel settings
Here you’ll find the more general settings, like which teams have access to your email channel.
1. Channel name: This is the internal name for your channel, which helps your team to recognize the channel in the inbox.
2. Color: You can give your email channel a color to further distinguish it in the inbox. This color will only highlight the channel's name in the Trengo inbox, and will not be visible outside of Trengo.
3. Notification: The sound you want to hear whenever a new email comes in. If you choose ‘None’ here, there will still be a pop-up with incoming emails, but there will be no sound.
1. Business hours: Add the business hours this channel relates to.
2. Teams: Here you’ll add or remove teams that can have access to this channel.
3. Delete channel: If you wish to remove this channel from Trengo, you can delete it here. Be aware that deleting a channel will also permanently delete all conversations and contacts from this channel.
Email settings
Create a signature and set up your auto replies here.
1. Styling: You can choose or create an email theme here. This will help you to align the look of your emails with the branding and image of your organization. You can customize the font family, font color, font size, and line height.
2. Sender name: This will be the name that's visible in your customer's inbox after you or your teammates have sent them an email using this channel.
3. Signature: You can create your email signature here. Follow the link provided for more information on this topic.
1. Auto replies: Enable this option to set up your auto reply for this email channel.
2. Trengo branding: When enabled, your emails will show “This email is delivered by Trengo” at the bottom.
Advanced settings
You find the more elaborate features to improve your email channel here.
1. Attach full conversation history to reply: This option will include all previous emails in the conversation in the reply to the customer. This could help your team to get a complete picture of a case.
2. Create a new conversation when a customer sends a reply: When enabled, every incoming email will create a new ticket, also if it’s an answer to one of your sent emails.
ℹ️ This option will automatically disable ‘Reopen closed conversations’.
1. Reopen closed conversations: When this feature is enabled, an answer to a closed email ticket, will automatically reopen it.
2. Do not reopen conversations after … days of no message: Here you can enter the number of days after which a ticket, which hasn't received any additional messages, will not be reopened. After this point, a new conversation will be opened instead.
3. Create a new conversation when subject line differs: You can enable this feature to make sure that an incoming email with a new subject line will create a new conversation, instead of adding it to the previous conversation.
4. Assign reopened conversations to the previous user: This feature will make sure to assign the automatically reopened conversation to the user that has last closed the ticket.
1. Embed attachments: When enabled, any attachments sent in a conversation will be displayed as a link, as long as they are smaller than 5 MB.
2. Attach conversation number to subject as a prefix: Enable this feature to automatically add unique ticket numbers to your emails.
3. Reply to all recipients: This feature will have you reply to every recipient in an email (including everyone in the CC) by default.
ℹ️ Do not forget to add your own email address to prevent replying to yourself.
This feature activates a spam filter on all incoming emails. This way, certain emails based on specific criteria are being blacklisted and automatically moved into your spam folder.
1. None: Trengo will not do any checks on emails and all emails will be delivered to the inbox.
2. Basic: This will check all incoming emails for suspicious content, blacklisted senders, and DMARC, which helps mail administrators prevent hackers and other attackers from spoofing their organization and domain.
3. Advanced: The most strict filter, which checks for everything the ‘Basic’ filter does, plus SPF. With this, we use Sender Policy Framework to help protect your domain against spoofing, and help prevent your outgoing messages from being marked as spam.
ℹ️ All email conversations that have been flagged as spam will be permanently deleted after 14 days.
Domain settings (Forwarding)
Decide which folders you wish to sync with Trengo, verify your email domain, and more. These settings will only show for a forwarding channel.
Receiving: Here you can find your forwarding address, which you use to receive emails in the Trengo inbox.
Sending: If you like to send emails from your own domain through this channel, you can set that up here.
Gmail or Outlook settings
Synchronize your inbox, bulk import emails, or reconnect your channel. These settings will only show for a Gmail, Gsuite, or Outlook channel.
1. Synchronize conversation status: This feature will show the statuses of the emails (Open, Assigned, and Closed) in your original inbox.
2. Bulk import: When clicking ‘Import’, the last 50 emails from your integrated inbox will be imported to this channel.
3. Reconnect: Whenever a disruption between your integrated channel happens, you can use this feature to reconnect your integration.
