If you want to be able to provide support to your customers who are using a specific brand you created in Kayako, you need to associate an email address that you created or added in your email channel with that brand. Else, you will not be able to send public replies and only internal or private notes can be posted to the conversations.
You can talk to your customers on their preferred medium, from your preferred email address. For every email address you add, Kayako will convert all incoming messages into new conversations, or add the message existing ones, to create a clean and organized unified inbox.
If you are supporting multiple brands, you need to associate an email address to a brand in order for you to provide support to your customers who are using it say you want to respond to live chat messages sent through the Kayako messenger or to conversations created through the brand's Help Center form, or messages sent through your social media accounts (Facebook and Twitter).
- To learn more about adding new email addresses, please visit the Adding Email Addresses to Work With Kayako article.
- To learn more about using external domains or email addresses to work with Kayako, please visit the Using External Domains or Email Addresses to Work With Kayako article.
- To add or edit email addresses in Kayako, you will need an administrator account with the 'Manage channels' permission.
Sign in to Kayako and go to the Admin panel.
Click Email under the Channels heading.
Hover over to the email address you want to edit and click Edit.
In the Brand dropdown menu, select the brand you want this email address to be associated with.
Once the email address is associated with a brand, you will be able to respond to customer conversations created via the brand's Help Center forms or messenger chat, or through your social media accounts (Facebook and Twitter).