Can Simple Chat handle email support?

Yes. Connect a support address and incoming emails appear alongside chat conversations in the dashboard. The assistant can reply using your instructions, FAQs, and enabled tools, and staff can take over.

Connecting your support address

Choose the setup that fits your existing email:

• Forward messages from an existing support mailbox.
• Use a subdomain dedicated to support mail.
• Configure a custom domain for your support address.

Open Email settings and follow the instructions for your chosen setup. They show the verification steps and any DNS records required. The records depend on your configuration, so use the values shown in the app.

Testing before launch

1. Send a message to the support address from a customer email you can access.
2. Check that the conversation appears in the dashboard.
3. Review the assistant's response and any tool activity.
4. Send a staff reply from the dashboard.
5. Check that the reply reaches the test customer's mailbox with the intended sender address.

A staff reply is sent to the customer and takes over from AI. You can use the same search, pinning, monitoring, and handoff controls as chat. See how email conversations stay together for threading and order verification.