Email and ticketing

The widget is one door. These are the others.

Email as a channel

An agent can be given its own inbound address. Forward a support mailbox to it and the agent reads what arrives, answers from the same index it uses in chat, and files the exchange as a conversation like any other.

Workspace → Deploy → Email channel.

You are issued an unguessable address at Engadin’s inbound domain. Set your support mailbox to forward to it, then use the forwarding check on the same page to confirm mail is actually arriving before you rely on it — a misconfigured forward is silent otherwise.

Treat the address as a secret

Anything that reaches that address is treated as a message to the agent. It is unguessable rather than authenticated, which is why it is unguessable. Do not publish it, and rotate it from the same page if it leaks.

Inbound mail is verified as having really come through the mail provider before it is looked at; unsigned messages are refused outright.

Support tickets

Some questions should not be answered by a machine. When ticketing is enabled, the assistant can offer to hand the conversation to a person instead of guessing — the visitor gives a name, an email and a message, and a ticket is opened with the transcript attached.

Two providers:

• Help Scout — needs an app id, an app secret and a mailbox id
• Email — a plain address the ticket is sent to

Configure them in Workspace → Integrations, then switch ticketing on in Agent settings and pick the provider. The option stays hidden from visitors until the chosen provider is actually configured, so a half-finished setup never shows a button that fails.

Sending leads to a CRM

Workspace → Integrations also connects a CRM, so captured leads do not have to be exported by hand:

• HubSpot
• SugarCRM

Enable lead sync in Agent settings and pick the provider. Leads are created there as they are captured, with the interest and notes the extraction produced.

Note

The CRM is where leads are worked. Engadin captures them and shows them; it deliberately has no status, owner or follow-up state of its own, because two systems tracking the same pipeline means one of them is wrong.

Choosing between them

The visitor wants	Use
An answer that is on your site	The widget, nothing else
An answer, but arrived by email	The email channel
A person	Ticketing
To be sold to	Lead capture, plus a CRM integration