Email design

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

Open Integrations → Email for the agent and choose the Design tab. You do not need a connected email address to use it.

One design covers every email a customer gets from this agent:

• replies your team sends while the customer is offline
• replies sent from your connected email addresses, by your team or by AI
• copies of a conversation

What you can change

The Design tab has three parts. Look and Footer and context apply to every email. Wording lets you pick one email at a time and edit what it says. The preview beside the editor updates as you type and shows exactly what the customer will receive, on a computer or a phone.

Look

• Business name. What the customer sees as the sender, and the name used in the sign-off. Leave it empty to use the agent's name. Emails sent from a connected address show that address's own Sender name instead.
• 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.

Footer and context

• 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.

Wording

Choose the email to edit at the top of Wording:

• 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.

A dot next to an email's name means it has changes you have not saved yet.

Using details from the conversation

Details you can use lists what each email can include. Select a detail to copy it, then paste it into any field. 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, the email with the problem opens, and you are told which detail to put back.

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

Saving

Changes on the Design tab are not saved automatically. Edit the look, the footer, and both emails as much as you like; the bar at the bottom of the editor then shows You have unsaved changes. Select Save changes to save everything at once, or Discard to go back to what was saved.

Once everything is saved, the same bar offers:

• Send me a test: emails the saved version of the email you are viewing to your own account address, so you can see it in a real inbox.
• Reset this email: puts the wording of the email you are viewing back to the standard version. It does not touch your look, your footer, 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.

How this works with your connected addresses

Each connected address keeps a few settings of its own, under Addresses, then Manage (or Finish setup), then Settings:

• Sender name replaces the business name as the sender for emails from that address.
• Signature is added under every reply from that address, before the sign-off you set here.

Everything else about how the email looks comes from the Design tab. Inbox replies from a connected address never include earlier conversation history, even when Include the recent conversation is on; conversation copies still include it.

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.
• Emails that do not come from a connected address are sent from 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. Connect your own address under Email to send from your domain.
• Email design used to be under Widget → Appearance. Old links there now open the Design tab.

Troubleshooting

I cannot open the Design tab, or my changes will not save

You need permission to manage integrations or 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 that access.

Email is missing from the sidebar

Email appears under Integrations in the sidebar once you connect an address, while setup is still in progress too. It disappears when every address is disconnected. You can always reach it from Integrations → All integrations → Email, including to edit the design before connecting an address.

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. If you edited both emails, anything saved before the problem is kept, and the email that needs fixing is shown.

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 and Reset this email are missing

They appear once everything is saved. Select Save changes or Discard first.

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, the reply was the first message in the conversation so there was nothing earlier to show, or the reply came from a connected address, which never includes history. Emailed replies include the last 10 messages; a full copy of a longer conversation is better sent with Conversation copy.

A visitor could not get a copy of the chat

To stop the feature being used to send unwanted mail, a visitor can ask for a copy of one conversation up to three times an hour, one network up to ten times an hour, and all of an agent's visitors together up to 200 times an hour. Past that, the chat says Too many transcript requests. Please try again later. If the chat says copies are temporarily unavailable, the request was not sent; ask the visitor to try again in a few minutes, or email them a copy from the inbox.

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.