In order to establish a healthy relationship with your customers, your support team needs to respond quickly and assertively.

However, with so many different communication channels – e-mail, chat, social media, phone, etc... – things can easily get out of hand. That's why we at edrone are always searching for solutions that might optimize your Customer Care processes.

Email is one of the most commonly used support channels for eCommerce. And now you can exchange emails with your customers without leaving your Mission Control.

Meet edrone's INBOX!

If you're looking for something specific, click below to jump straight to what you need.


How edrone's INBOX works

Your INBOX has all the resources you need to maintain a high quality of communication with your customers: tags, multiple message conversations, and group messages.

Furthermore, using edrone's INBOX you have a complete view of previous conversations and a full profile of that customer – location, shopping history, viewed products, abandoned carts, etc.

Why use edrone's INBOX:

  • 1:1 communication with customers

  • Full email messages support

  • Centralized channel for questions or support issues

  • Better Customer Intelligence, which makes support efforts quicker and increases customer satisfaction (and thus, sales)

NOTE: your INBOX can be used simultaneously by everyone in your support team (agents). To add agents, go to SETTINGS > AGENTS on your Mission Control.


How to set up your INBOX

Agora vamos aprender como integrar seu serviço de e-mail com a INBOX da edrone.

NOTA: Prefere acompanhar o passo a passo em forma de vídeo? Clique aqui.

Step 1: Create integration email address

To begin, go to your Mission Control and select "INBOX".

Click on the Go to inbox integration button.

Type in your store's name (don't use any punctuation or special characters such as ä, ç, è) and click on the Save e-mail button.

Copy the unique email address the system will create and keep it somewhere you can easily access later. You will use this address on the next step.

NOTE: this email address will no be visible to your customers. It is only for integration purposes.

Step 2: Set up automatic forwarding

Now it's time to set up your email account to forward emails to your INBOX. For this tutorial, we will use Gmail as an example, but the process will be similar in other email service providers.

NOTE: even if you don't use Gmail, we strongly suggest you read the step by step tutorial below and then check how to set up automatic forwarding on your email service provider.

Keep in mind that you will need to repeat this procedure for every email account you wish to integrate with the INBOX. We recommend doing this specially for accounts used as senders of transactional emails and newsletters.

Go to your Gmail account and click on ⚙️ > Settings.

Go to the "Forwarding and POP/IMAP" tab and click on the Add a forwarding address button.

Type in the email address generated by edrone's system on the previous step and click on the Next button.

Clique on the OK button and keep this tab open. We'll come back to it shortly.

On another tab, go to your Mission Control's INBOX. You should have received an email with a numeric confirmation code. Copy the confirmation code and go back to the Gmail tab.

On the "Forwarding and POP/IMAP" tab, go to the "Forwarding" section and paste the confirmation code.

Still on the "Forwarding" section, select "Forward a copy of incoming mail to [integration email address]" and "Keep Gmail's copy in the Inbox".

On the "IMAP Acess" section, select Enable IMAP.

Click on Save changes.

That's it! From now on, every email that arrives on your Gmail inbox will also appear in your Mission Control's INBOX, and you can keep the conversation going from there.

Keep up the good work!


Need more help?

If you have any further questions about the INBOX, please do not hesitate to contact us at hello@edrone.me


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