Send emails to your customers from Freshchat


The existing tools for email campaigns requires you to create complex decision trees and infinite loops for the different actions users perform. This process is cluttered and messy. With our Email Campaigns feature, you just have to create the messages/emails and define the rules that trigger them and Freshchat will take care of the rest for you.


You can send two types of Emails in Freshchat - Scheduled and Triggered Emails.


Important Note

  • Limit: Email Campaigns come with a limit of 10,000 emails per Freshchat account per month from Garden plan. You can see a usage indicator and the number of days remaining in your quota until the email count auto-renews, in the email campaigns page, in the bottom left corner, as shown below.

  • If you exceed this limit, you will be charged $0.50 for every additional 1000 emails.

  • If you're a trial customer, you will be limited to 100 emails per month.




Scheduled Emails


Scheduled Emails are similar to in-app messages, you can send this type of email once to a select group of users. 


For example, you can send Scheduled emails to make an announcement, send monthly newsletters, for webinar invites, etc. These are one-time emails that you can send to a segment of users.


Create a Scheduled Email


Click on the Campaigns icon in the left menu bar, then select New Campaign > Scheduled Email.



Target the right audience


Define who the email is for. Give a name to your email campaign and set the audience rules. You can choose between a pre-segmented target audience or create a new segment by setting up the filter conditions.




Write your email


The next step is to write your email but first choose a template for your scheduled email. You can choose between Plain, Personal, Company, Announcement. 




Next, give an interesting and relevant subject line and write your email. You can also format your message, add emojis, insert images, and hyperlinks by clicking on the relevant icons below the text area. You can even add your social handles and company address at the email footer. 



Pro-tip: Add emojis to your subject line to make it more interesting. But make sure you don’t over do it. Limit it to one or two emojis.


Send your email from the right team member


On the right side of the screen you can see a list of email options. You can change the email template at anytime from here by clicking on the ‘Choose a template’ drop-down. Pick a team member from whom the email will be sent and a team member who will receive replies. Make sure you pick a team mate who will be best suited to respond to any follow up customer queries. And try sending test emails to you or your team members before you launch the email campaign.




Schedule your email


You can set the delivery time for any scheduled email to ensure it reaches your customers at the best time for them. This depends on the type of your business/product and the kind of email you’re sending. For example, if you want to send announcements or new product updates to your customers, they’ll most likely welcome emails on weekdays, during their business hours.



You’re now ready to launch your email.


You can disable scheduled emails before the scheduled date/time.



Measure your email performance


You can track the status, sent, open and click rates in the Triggered Emails page. 




Triggered Emails


You can send triggered emails to your customers and leads based on who they are, where they are from and what they do on your website/app. Triggered email campaign will run indefinitely, until you disable it. So set a stop date before launching a triggered email if you only want to send it within a specific time period. 


Create a Triggered Email


Click on the Campaigns icon in the left menu bar, then select New Campaign > Triggered Email.




Choose the right target audience


Define who the email is for. Give a name to your email campaign and set the audience rules. 



Write your email


The next step is to write your email but first choose a template for your triggered email. You can choose between Plain, Personal, Company, Announcement. 




Next, give an interesting and relevant subject line and write your email. You can format your message, add emojis, insert images and hyperlink by clicking on the relevant icons below the text area. You can edit or change your business logo in the email header and add your company address in the footer area. 



Pro-tipAdd emojis to your subject line to make it more interesting. But make sure you don’t over do it. Limit it to one or two emojis.


Send your email from the right team member


On the right side of the screen you can see a list of email options. You can change the email template at anytime from here by clicking on the ‘Choose a template’ drop-down. Pick a team member from whom the email will be sent and a team member who will receive replies. 


Make sure you pick a team mate who will be best suited to respond to any follow up customer queries.



Try sending test emails to you or your team members before you launch the email campaign.


Note

You can also configure a common email address like your business email ID (which is not part of your Freshchat account) in the Email Configuration section under Account Settings.



Set a start and stop date to your email


You can set a start and stop date to your email. If you want to send these emails within a limited time period set both the dates. If you want the triggered email campaign to run indefinitely, just set a start date without setting a stop date. This depends on the kind of email you’re sending and the purpose of the email. 


For example, a welcome email as part of your on-boarding journey can run indefinitely. Every time a new user signs up and enters this email journey the welcome email will be sent to them. But if you want to make an announcement, for example, like a limited period offer on your subscription plan you have to set a stop date to your triggered email.  



You’re now ready to launch your email.


You can clone, edit and disabled triggered emails.



Measure your email performance


You can track the status, sent, open and click rates in the Triggered Emails page.