Can I send outbound emails?

Yes. Simple Chat supports outbound email from the merchant dashboard, so your team can start conversations proactively—not only react to messages customers send first.

You can also forward existing threads to external addresses when an issue needs someone outside the dashboard.

Starting an outbound conversation

Use outbound email when you need to reach a customer who has not just messaged you:

1. Open the merchant dashboard.
2. Create a new outbound email conversation (from the workflow Simple Chat provides for starting email threads).
3. Compose your message and send to the customer’s email address.
4. Continue the thread in the same conversation view as inbound mail—replies stay attached to that ticket.

Typical use cases include following up on a failed delivery, sending a personalized offer after a high-value cart abandon, or continuing support after a phone call when you already have the shopper’s email.

Forwarding threads externally

When an issue needs eyes outside your support team, you can forward conversation threads to external email addresses—for example:

• A 3PL or warehouse partner for a damaged shipment investigation.
• A manufacturer for a defect report with full message context.
• An internal finance contact when the thread is sensitive.

Forwarding preserves context better than copying snippets from the dashboard into a blank email.

Practices that keep outbound mail trustworthy

• Configure your custom from-address and DKIM in Email settings so proactive messages land in inboxes, not spam folders.
• Make the reason for contact clear in the first line—customers flag unexpected outreach quickly.
• After sending outbound mail, treat replies like any other conversation: monitor AI involvement, take over when policy requires a human, and close when resolved.

Outbound email completes the channel: inbound for reactive support, outbound for deliberate merchant-initiated contact—all tracked in one system.