Using Email Integration -external mailbox

In this article, we will show you how to use the email integration. Our email integration allows you to use the Tidio panel to receive all emails sent to an integrated address.

You can see how to install our integration in the part of our article that explains the email integration.

How to test the email integration

Once your integration is implemented, you can go ahead and test it by sending an email to the address used. We will use a Gmail account as an example, sending an email as usual:

In order to test the integration – create a new email in your external mailbox

The email will reach your Gmail inbox, but will also appear as a pop-up notification in the Tidio Chat panel.
Clicking it will open the message just like a conversation in the chat widget on your website. However, it will be marked as an email with a small envelope icon next to the sender’s icon, so you can easily distinguish it from a regular chat message and switch the channel below if necessary.

You can choose the channel to which your answer will go

How to answer to an email from the Tidio conversations panel

You can see that there’s a red dot by the ‘Chat’ button underneath the message. That means that the sender of this email is no longer on your website, and is unavailable to chat.
If a visitor on your site uses the same email address (by filling in a Pre-Chat Survey, for example), the contact will merge automatically. Thanks to it you can switch between channels easily to choose how you’d like to reach out to that person.

The red icon stays that the website’s visitor is no longer on your site

You can also make some basic HTML font customisations now and add some attachments, if you like.

A window where you can through which you can send a new email to your website’s visitor

Please note that sending an email back to the original sender will cause the email to appear in their inbox as a separate thread and not as a response to the initial email.

That happens due to our mailing system design, making each operator having their unique email address with a randomly generated ID for easier tracking.

How the email response looks in your website’s visitors mailboxes

You can see that my response hasn’t been added to the initial thread. However, all the future replies in this particular thread will.

If you experience any difficulties using the integration or if you feel that it’s not working properly – feel free to reach out to our live support chat at or by email at [email protected]

Can't find what you're looking for?