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
- Activate the 📧 Email filter in the channel sidebar
- Click the "New" button that appears
- 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
- 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:
- Three-dot menu → "Merge Ticket"
- Search for the target thread
- 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.