Email branding

When a customer is not around to chat, your reply reaches them by email. Those emails carry your business, not ours: your name in the sender line, your logo, your colours, and wording you write yourself. There is no Fetchply name, logo, or link anywhere in what the customer receives.

Open Widget → Appearance for the agent and choose the Email tab.

What you can change

Everything is split into two parts. Your brand applies to every email a customer receives from this agent. Below it you pick one email at a time and edit its wording.

Your brand

• Name shown on the email. What the customer sees as the sender, and the name used in the sign-off. Leave it empty to use the agent's name.
• Logo. Shown at the top of the email. PNG, JPG, or WebP up to 512 KB. Without a logo, your name appears as plain text instead, which looks perfectly normal.
• Link colour. Used for links in the email. Pick a preset or set your own.
• Style. Plain reads like a message from a person. Framed puts the message inside a bordered panel.
• Website and Contact email. Shown in the footer so the customer can reach you. The website address must start with https://.
• Footer line. One free line for anything else, such as an address or opening hours.
• Include the recent conversation. Adds what was said before your reply so the customer has the context. Turn it off if you would rather send only your reply.

The emails you can edit

• Reply to a customer — sent when your team answers a conversation and the customer is not online.
• Conversation copy — sent when a customer asks for a copy of the chat, or your team emails one.

For each one you can set the subject, the grey preview line most email apps show next to the subject, a greeting, the message itself, and a sign-off. Leave the greeting or sign-off empty to leave it out entirely.

Using details from the conversation

The Available details list under each email shows what you can drop into any field. Copy one in, including the double braces, and it is replaced with the real detail when the email is sent. For example, typing Hi {{customer_name}}, sends Hi Jordan,.

Two of these stand for whole blocks of content rather than a single word:

• {{message}} — the reply your teammate wrote.
• {{conversation_history}} — the recent back and forth.

The highlighted details are required. Reply to a customer must keep {{message}} in the message field, and Conversation copy must keep {{conversation_history}}, because that is where the actual content goes. If you remove one, saving is refused and you are told which to put back.

You can use bold, italic, and - bullet lists in the message. A blank line starts a new paragraph.

Formatting and saving

Changes on this tab are not saved automatically, unlike the other Appearance tabs. Edit as much as you like, then select Save changes. The preview beside the editor updates as you type and shows exactly what the customer will receive.

Send me a test emails the saved version to your own account address so you can see it in a real inbox. Save first: the test uses what is saved, not what is on screen.

Reset this email puts the wording of the email you are viewing back to the standard version. It does not touch your brand settings or the other email.

To keep a draft without sending it to customers yet, turn Use my wording off. Customers receive the standard wording, and everything you wrote is still there when you turn it back on.

Good to know

• Settings are per agent. If you run several agents, set up each one.
• A subject you set on a single conversation always wins over the subject here, so an ongoing email thread keeps its subject line and stays together in the customer's mailbox.
• The reply address and delivery are unchanged. Customers still reply straight back into the conversation where that is set up; see Email replies.
• The address the email is sent from is Fetchply's sending address. Your name is what customers see as the sender, and nothing inside the email mentions us, but a customer who inspects the full sender details will see our sending address rather than your own domain.

Troubleshooting

The Email tab is missing, or my changes will not save

You need permission to edit this agent's settings. If you were added to the workspace as a viewer or a support agent, ask an owner or admin to make the change or to give you settings access.

My logo was rejected

Use a PNG, JPG, or WebP file of 512 KB or less. SVG files are not accepted. If your file is too large, export it at a smaller size — a logo only needs to be a few hundred pixels wide to look sharp in an email.

The website address will not save

It must be a full address starting with https://, for example https://yourbusiness.com. An address starting with http:// or one typed without the beginning, like yourbusiness.com, is not accepted.

Saving says a detail is missing

The message field of that email no longer contains a required detail. Put {{message}} back for Reply to a customer, or {{conversation_history}} back for Conversation copy, and save again. Having it in the subject or greeting is not enough — it has to be in the message.

A detail came out blank in the email

Details you have not filled in are left out rather than shown as {{...}}. If the footer looks short, check that Website and Contact email are filled in. If a reply is signed with your business name instead of a person's name, the teammate who sent it had no name on their account.

Send me a test is greyed out

You have unsaved changes. Select Save changes first, then send the test.

Too many test emails

Tests are limited to a handful every few minutes so the feature cannot be used to send bulk mail. Wait a few minutes and try again. Nothing you saved is affected.

The test email did not arrive

Check the junk or spam folder first. Tests go to the email address on your own account, so if you signed in with a different address than you expect, check that mailbox. If email delivery is temporarily unavailable you are told so directly; try again later or ask the workspace owner to check email delivery.

The customer received the standard wording, not mine

Check that Use my wording is turned on for that email, and that you saved after editing. Also confirm you edited the same agent the conversation belongs to, since these settings are per agent.

The conversation history is missing from a reply

Either Include the recent conversation is turned off, or the reply was the first message in the conversation so there was nothing earlier to show. Emailed replies include the last 10 messages; a full copy of a longer conversation is better sent with Conversation copy.

My logo does not appear in some email apps

Many email apps block images until the reader chooses to show them. That is normal and outside anyone's control. This is why your business name always appears as text in the footer as well, so the email still identifies you when images are hidden.