Once an email is part of a channel, your contacts can send emails to it to start a conversation. It will appear inside Rocket.Chat just like any other omnichannel livechat conversation. When you reply to an email message that has been sent to you, it will appear just like any other email in your contact’s inbox.
As soon as your contact sends an email to the registered email address, it will appear in the queue just like any other omnichannel conversation, as shown below:
Click Take it! to take it off of the Queued Chats and be able to reply to it:
As soon as you take it, it will appear in Chats in Progress and, you can click Reply via Email to reply to it.
Type your message and hit Send
It appears on your Rocket.Chat interface as shown below:
Your contact receives the message in email instantly.
Suppose you get an email and you need the assistance of your fellow agent on it; you can invite them to this inbox using
They are invited to the channel, as shown below:
And you can conversate with them internally on the same channel.
To send an attachment:
The agent first needs to upload the file in the channel, as shown below:
Click Send via Email as attachment
It appears in the email of your omnichannel contact, as shown below: