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All practical tips to grow your business with messaging.

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Email Conversations in Your Inbox

Handle email conversations in Bugalou — view HTML emails, manage attachments, compose new emails, use Cc/Bcc, merge threads, and manage tickets.

Email Display

Email messages in your inbox are displayed as full-width cards — different from the chat bubble style used for WhatsApp and other channels.

Email Card Layout

Each email card shows:

  • Sender avatar — circular with initials or profile image
  • Sender name
  • Direction badge:
    • ● Sent — green badge for outbound emails
    • ● Received — blue badge for inbound emails
  • Subject line — bold, full subject of the email
  • Timestamp — relative time
  • Email body — full HTML rendering of the email content

HTML Email Rendering

Bugalou renders HTML emails with their original styling and formatting. For security, the system automatically:

  • Removes <style> and <script> tags
  • Strips CID image references (embedded images from other email clients)
  • Removes event handler attributes (onclick, etc.)

If an email has no HTML content, it falls back to plain text display with preserved whitespace.

Email Attachments

Attachments appear below the email body as downloadable items:

  • File icon based on type
  • Filename
  • File size (formatted in KB/MB)
  • Download button — click to download the attachment

Composing a New Email

  1. Activate the 📧 Email filter in the channel sidebar
  2. Click the "New" button that appears
  3. A full compose view opens with:
    • Profile search — link the email to an existing customer profile
    • To — recipient email address
    • Subject — email subject line
    • Body — text area with formatting toolbar
  4. Click "Send" to create a new conversation

Replying to Emails

When viewing an email conversation, the reply composer shows:

  • To — locked to the original sender
  • Cc / Bcc — toggle buttons to add additional recipients
  • Subject — pre-filled with "Re: {subject}", editable
  • Formatting toolbar — Bold, Italic, Underline, Bullets, Numbers, Attach
  • AI buttons (Pro plan) — "✨ AI Antwoord" and "🪄 Verbeter"

Ticket Numbers

Email and website chat conversations get a ticket number for reference. Find it in the conversation details panel on the right side under "Ticket Number" (monospace font for easy copying).

Merging Email Threads

If a customer sends multiple emails creating separate threads, merge them into one:

  1. Three-dot menu → "Merge Ticket"
  2. Search for the target thread
  3. Confirm the merge

Note: Merge is only available for email-platform conversations.

Email Account Filtering

When the Email channel filter is active, individual connected email accounts appear as sub-options. Select a specific account to see only conversations for that email address. Need to connect your email? See how to connect your email inbox.

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