Email Conversation Follow

The Email Conversation action allows you to automatically send an ongoing conversation to a user or a team via email. This feature helps in notifying internal teams or agents about specific conversations based on workflow logic.

Topics Covered:

• How to Configure
• Practical Example:

How to Configure

• Drag and drop the Email Conversation Action from the Action list onto your flow canvas.

• When configuring the Email Conversation action, you will be required to provide the following details:
  • Name: Assign a clear and descriptive name for the action to easily identify its purpose
  • Description: Offer a brief explanation of the action’s function.
  • Recipients: Select individual users or teams to whom the email conversation should be sent.
  • Subject: Define the subject line of the email.

Click the Save button after entering all required information to save this configuration.

Practical Example:

Let’s say you run a SaaS business, and your support team often gets follow-up queries from existing customers. To ensure continuity and quick resolution, you want any returning customer’s new chat to be immediately forwarded to the relevant team or team member via email.