Converse Email

Converse is Chat360's complete email channel solution for managing customer conversations at scale. It combines domain verification, channel configuration, template management, campaign automation, and live customer engagement in one unified platform.

What You Can Do

Key Features

Getting Started

Set up Converse in five simple steps. This process takes about 30 minutes including DNS propagation.

1: Add your email domain

Go to Domain Management and add your business email domain .

2: Verify DNS records

Add the CNAME record to your DNS provider. DNS propagation takes 24–48 hours.

3: Create an email channel

Configure the channel with your domain, email addresses, and inbound settings.

4: Create email templates

Build templates for common message types to maintain consistency.

5: Launch your first campaign

Send a test campaign to verify everything works.

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Start with a small test campaign to verify your domain and channel configuration before sending to your full audience.

Create and Manage Templates

Templates save time and ensure consistent messaging across all your email campaigns.

Why Use Templates

• Consistency All emails follow the same format and tone.

• Speed Create campaigns in minutes instead of hours.

• Compliance Ensure all emails include required legal language.

• Journey Tracking Monitor customer interactions at each email stage.

Creating a Template

1: Go to Templates

Navigate to Campaigns → Email → Templates tab.

2: Click "Create New Template"

You'll see the template builder.

3: Fill in Template Details

Complete the following fields:

• Template Name – Descriptive name (e.g., "Welcome Email")

• Subject Line – Email subject

• Email Content – The body of the email

4: Add Journey Steps (Optional)

Track customer interactions:

• Sent

• Opened

• Clicked

• Replied

• Converted

5: Save Template

Template is now available for use in campaigns.

Common Template Types

• Welcome Email : First email to new customers with onboarding info and next steps.

• Promotional : Marketing emails with special offers and new product announcements.

• Support Response : Auto-response when customer submits a support ticket.

• Error/Alert : System errors, security alerts, or critical notifications.

• Confirmation : Order confirmation, registration confirmation, booking confirmed.

• Feedback Request : Ask customers for reviews, surveys, or feedback.

Designing Your Email Layout

Templates use a drag-and-drop email builder. From the block library on the left, drag Sections, Text, Images, Buttons, and other blocks onto the canvas, then use the Page attributes panel on the right to configure the subject, width, breakpoint, and overall theme (fonts, colors, background).

Template Status

Best Practices for Templates

• Keep subject lines under 50 characters.

• Use clear, action-oriented language.

• Include your brand name and logo.

• Add an unsubscribe link (required by law).

• Test templates on mobile devices.

• Use personalization variables when available.

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Create a "Fallback" template for error conditions when your primary template isn't available.

Create and Manage Campaigns

Campaigns let you send emails to large groups of people on a schedule, with full tracking and analytics.

What is a Campaign?

A campaign is a single email send to one or more recipients, campaign includes:

• Template selection

• Recipient list

• Scheduling (immediate or future date)

• Performance tracking

Creating a Campaign

1: Go to Campaigns

Navigate to Campaigns → Email.

2: Click "Create New Campaign"

Opens the campaign builder form.

3: Name Your Campaign

Use a clear name (e.g., "Q4 Promotion", "Welcome New Users")

4: Select Email Channel

Choose which email channel to send from (Support, Sales, etc.)

5: Choose Template

Pick an approved template or create a new one.

6: Add Recipients

Paste email addresses or upload a CSV file.

7: Schedule Send Time

Send immediately or pick a future date/time

8: Review and Send

Preview the email and click Send Campaign.

Campaign Dashboard

The Campaigns page shows all your email campaigns with key metrics.

Campaigns Dashboard

Marketing Analytics dashboard for the Email channel showing campaign overview, insights, and campaign list.

Campaign Status Explained

Adding Recipients

You can add recipients in two ways.

Paste Emails : Copy and paste email addresses directly into the recipient field.

Upload CSV : Upload a CSV file with email addresses in the first column. Supports up to 50,000 recipients.

CSV Format Example

customer1@example.com , customer2@example.com, customer3@example.com

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Test your campaign with a small group first (5–10 emails) to ensure everything looks correct before sending to your full list.

Important

Always verify recipient emails are valid and opted-in. Sending unsolicited emails may violate anti-spam laws.

Live Chat Conversation Window

The Live Chat window lets you see and reply to customer emails in real-time, all from within Chat360.

What is Live Chat?

Live Chat is your email inbox within Chat360.

It shows:

• Incoming customer emails from your campaigns

• Customer replies to your emails

• Full conversation history

• Email metadata (sender, subject, date, etc.)

Accessing Live Chat

1: Open Live Chat

Go to Chat360 → Livechat tab.

2: Open a Conversation

Look for "Re: Promotional Activity" or other email subject lines.

Click on any conversation to open it.

Live Chat Inbox

Live Chat inbox showing the conversation list, email thread, and conversation metadata panel.

Inbox Organization

Replying to Customers

1: Open a Conversation : Click on an email to view the full thread.

2: Read Customer Message : Review the customer's email in the main window.

3: Type Your Reply : Click the text area and compose your response.

4: Click "Send" :Your reply goes directly to the customer's email.

Conversation Management

You can perform several actions on conversations.

• Assign : Assign to yourself or a team member.

• Add Tags : Tag conversations (Support, Urgent, Follow-up, etc.).

• Add Notes : Internal notes visible only to your team.

• Archive : Mark conversation as resolved and move to archive.

• Search : Find conversations by sender name, subject, or email.

Conversation Metadata

Each conversation shows important information on the right sidebar.

Tip

Use tags to organize conversations by priority. Create an "Urgent" tag for customer issues that need immediate attention.

Best Practices

Follow these guidelines to get the most out of Converse.

Domain & Authentication

• Use Your Brand Domain : Always use your actual business domain (support@yourcompany.com) instead of generic email providers. This builds trust and improves deliverability.

• Verify Before Sending : Don't wait until your domain status says "Active" to complete verification. Check back regularly to confirm propagation is complete.

• Monitor Domain Reputation : Keep track of bounce rates and spam complaints. High bounce rates indicate a problem with your recipient list.

Channel Management

• Separate Channel by Purpose : Create different channels for support, sales, marketing, etc. This helps organize conversations and track performance by type.

• Use Consistent Email Addresses : Always send from the same email address within a channel. Customers recognize and trust consistent senders.

• Assign Team Members : Rotate inboxes among team members to ensure fast response times and prevent bottlenecks.

Template & Content

• Keep Subject Lines Short : Use 40–50 characters. Long subject lines get cut off on mobile devices.

• Make CTA Clear : Include a clear call-to-action (button or link). Users should know exactly what you want them to do.

• Mobile Optimize : Test all templates on mobile devices. Over 50% of emails are opened on phones.

• Include Unsubscribe Link : Always include an unsubscribe link in the footer. It's legally required and reduces spam complaints.

Campaigns & Sending

• Test Before Sending : Send a test campaign to 5–10 emails first. Check for formatting issues, broken links, and typos.

• Verify Recipient List : Clean your email list regularly. Remove bounced addresses and unsubscribes.

• Send at Optimal Times : Tuesday–Thursday at 9 AM typically see highest open rates. Test different times for your audience.

• Segment Your Audience : Create campaigns for different customer segments. Personalized emails get better engagement.

• Monitor Metrics : Track open rates, click rates, and response rates. Use this data to improve future campaigns.

Customer Engagement

• Respond Quickly : Reply to customer emails within 24 hours. Fast responses build trust.

• Be Conversational : Write like you're talking to a friend. Avoid corporate jargon and long, complex sentences.

• Personalize Responses : Use the customer's name and reference their specific issue. Generic responses feel impersonal.

• Provide Clear Next Steps : End every response with what happens next. Customers appreciate clarity about timelines.

Troubleshooting

Common issues and how to fix them.

Domain Verification Stuck

❌ Domain still shows "Pending" after 48 hours

Possible causes

• CNAME record not added correctly to DNS

• Typo in the CNAME record

• DNS provider caching issues

• DNS records not yet propagated globally

Solutions

• Double-check the CNAME record matches exactly (copy-paste from Chat360)

• Verify with your DNS provider that the record was added

• Use an online DNS checker tool to verify propagation

• Wait another 24 hours (DNS can take time to propagate)

• Contact Chat360 support if still not resolving

Emails Not Sending

❌ Campaign status stuck on "Running" or emails not arriving

Possible causes

• Domain not verified

• Channel not configured correctly

• Invalid email addresses in recipient list

• Emails being marked as spam by recipients

Solutions

• Verify domain status is "Active" (not "Pending" or "Failed")

• Check that channel has correct inbound address configured

• Validate recipient email addresses (remove bounced addresses)

• Send test email to personal email account to check formatting

• Check spam folder for emails

Emails Going to Spam

❌ Customers are receiving emails in spam folder

Possible causes

• Domain not fully authenticated

• No unsubscribe link in template

• High bounce rate or spam complaints

• Too many links in email

• Emails sent to invalid addresses

Solutions

• Ensure domain is fully verified with CNAME record

• Add unsubscribe link to footer of all templates

• Clean recipient list (remove bounced/invalid addresses)

• Reduce number of links in email body

• Avoid spam trigger words (FREE, WINNER, CLICK NOW, etc.)

• Monitor bounce rate - keep it below 2%

Replies Not Appearing

❌ Customer replies not showing in Live Chat

Possible causes

• Inbound address not set up correctly

• Customer replied to campaign email instead of forwarding

• Reply address doesn't match channel configuration

Solutions

• Check channel configuration - verify inbound address is correct

• Check that customer replied to your email (not forwarded)

• Verify the email they replied to came from your Converse channel

• Check spam folder to see if reply was misdirected

Template Not Approved

❌ Template stuck on "Pending" or "Rejected"

Possible causes

• Missing unsubscribe link

• Missing company name/branding

• Broken links in email

• Missing required legal language

Solutions

• Add unsubscribe link to footer

• Include your company logo and name

• Test all links to ensure they're not broken

• Include required privacy/legal language if needed

• Review feedback from approval system

• Resubmit template for approval

Need Help?

If you have questions or run into issues not covered in this documentation:

• Check the Troubleshooting section above for common issues

• Review the FAQ for quick answers

• Contact Chat360 Support via the in-app help button or email support@chat360.io

• Join our Community Slack to connect with other Chat360 users