Install from the Shopify App StoreOverview
Most chat conversations do not end because the question was answered; they end because the customer closed the tab. Email replies close that gap. From the inbox, send a reply by email and Fetchply delivers it to the customer email saved on the conversation, with a timeline of the recent history so the customer always has the context that led to your answer.
When the customer answers from their own mailbox, the reply appears in the same conversation as a new customer message. A resolved conversation reopens automatically, follow-ups continue in the same email thread with a "Re:" subject, and attachments travel both ways. You can even start a conversation from scratch with just an email address.
Incoming email is cleaned up and guarded. Only the customer’s newest message is added, with quoted history and signatures stripped. Replies are accepted only from the email address saved on the conversation, automatic responses like out-of-office notices are ignored, and incoming files are checked against their real content before they reach your inbox.
How it works
- 1
Reply from the inbox
Write your reply and choose email delivery. Fetchply sends it to the customer email saved on the conversation, with a recent-history timeline included.
- 2
The customer answers from their mailbox
Their answer lands in the same conversation as a new customer message, reopening it automatically and notifying your team.
- 3
Follow-ups stay threaded
Once the customer has answered by email, your next replies arrive in the same email thread instead of starting a new one.
- 4
Files travel both ways
Attach files to emailed replies, and files the customer sends back appear in the conversation with their message.
Key facts
- Built into every agent: no account to connect and nothing to install.
- Emailed replies include a timeline of the last 10 messages for context.
- Customer answers reopen resolved conversations and notify your team.
- Follow-ups continue in the same email thread with a "Re:" subject.
- Up to 5 attachments per reply, 10 MB total, in both directions.
- Replies are accepted only from the email address saved on the conversation.
- Out-of-office notices and other automatic responses are ignored.
- New conversations can be started directly from an email address.
Frequently asked questions
Do I need to connect a mailbox or email provider?
No. Email replies are built into every agent. Delivery and receiving are handled by Fetchply, so there is nothing to configure before your first emailed reply.
What if someone forwards the email or replies from another address?
The reply is not added. Only mail sent from the customer email saved on the conversation can write into it, so nobody can inject messages from a different address.
Does the customer see the whole conversation in the email?
Each emailed reply includes a timeline of the last 10 messages. For the complete history, use Email chat transcript from the conversation actions menu.
Can I control the subject line?
Yes. Set the email subject from the conversation actions menu and every emailed reply in that conversation keeps it, so the thread stays consistent in the customer’s mailbox.