With Tidio, you can send and receive emails directly from your Tidio dashboard. This option is especially useful for following up on visitors who have left your site and cannot access chat messages. With the email channel in Tidio, you can seamlessly continue the conversation and provide valuable information to your visitors.
Using email to respond to offline visitors
Generally, you will see all incoming messages in your chat in the Inbox , where you manage all your chats. Tidio allows you to send messages to your chat visitors via email, if necessary or preferred at any time; for example, you can do this if a visitor has already left and will not be able to see the response to your live chat.
When a visitor leaves your site, you’ll notice a red dot next to the chat channel icon (and also next to the visitor’s avatar); this indicates that the best way to continue the conversation is via email.
However, this option is only available if the visitor has provided an email address. To ensure you have the required information, we recommend enabling the Pre-Chat Survey feature, which automatically collects visitor information before they start a chat.
Creating and sending emails
To create an email conversation from an active conversation, click the Create a ticket button in the upper right corner of the conversation:
This is a separate tool called the helpdesk , and you can learn more about it in this guide.
From the Inbox area, you can also create a completely new ticket (email). To create a completely new email (ticket), click the + icon next to the Tickets area in the left-hand menu.
Tidio’s Helpdesk system offers a convenient solution for efficiently managing customer inquiries. By transferring time-consuming calls to tickets, you can effectively manage your team’s work. If you want to learn more, check out our article on Tidio’s Helpdesk.
Options available within the email creator
To send an email – you need to provide the subject, content, and other details of the card. You can also use additional features of the editor. We explain them below:
Bold text – usually used to emphasize something strongly in writing.
Canned responses – pre-prepared messages that can be used during conversations.
Dashed text – a section of text in which the words are dashed.
Italic text – used for emphasis or contrast — that is, to draw attention to a particular part of text.
Bullets – allow you to create a list that provides differentiation from the text.
Lists – allow you to create a numbered list that differentiates from the text.
Links – Text can be a hyperlink with a reference to another page.
Image – An image that can be uploaded as an attachment to an email.
Emojis – A small digital image or icon designed to express an idea or emotion.
Answer Assistant (AI) – Tidio’s Answer Assistant is designed to help provide high-quality, sophisticated answers to customer requests quickly. With the power of AI, the Answer Assistant can generate appropriate answers from what the agent provides.
Physical Address – Email Regulations
Please remember that all emails sent from Tidio include your valid physical address. Make sure your address is set correctly in Settings.> Campaigns> Address in your Tidio account.
Your street address is required to ensure that your emails comply with international anti-spam laws (CAN-SPAM, GDPR, etc.). Your address will appear at the bottom of emails sent from Tidio. To learn more, please see the Terms and Conditions .
The benefits of using email with Tidio
Using email as a customer communication tool offers many advantages. First, it allows you to stay in touch with customers even after they have left your website. Second, it provides you with an opportunity to offer additional information, discounts, or special offers that can motivate the customer to return.
Improving the customer experience
When customers receive personalized emails, they feel like someone is paying attention to them. This can improve the customer experience and create brand loyalty. This process includes:
- Sending emails with relevant content.
- Offer discounts or special promotions.
- Questions about the customer experience on the website.
Using automations
Using automations, you can send automated emails to visitors who left your site without leaving any details. This could include:
- Emails with reminders about products saved in the shopping cart.
- Emails with personalized suggestions based on past behavior.
- Emails with surveys to improve service.
summary
Using email with Tidio is a powerful tool that can improve communication with your customers. By combining automation, personalized emails, and the ability to follow up with customers, you can ensure that your customers feel valued and receive the information they need. Don’t forget to update your physical address and make sure your emails comply with all required regulations.