Sign in

Initiate a new email from the platform

An operator starts a new email conversation with a customer, rather than replying to an inbound message.

When this happens: Operator clicks New Email on a Contact or New Conversation in the Inbox.

Step by step

  1. 1

    Open Elena Popescu's Contact profile and clicks New Email among her reachable channels.

    EasyCRM opens the composer with pre-filled and a sending-address picker.

  2. 2

    Select *[email protected]*, writes a subject and body, optionally attaches files and adds Cc/Bcc.

  3. 3

    Click Send.

    EasyCRM finds no existing open conversation with Elena on that mailbox; creates a new Conversation (User, ResponsibleUserId = the operator) and the Message. EasyCRM generates a new EmailMessageHeader.InternetMessageId (no prior message to derive it from) and sends via the outbound pipeline.

Other paths

An open conversation already exists

At step 5 an open conversation with the same customer on the same mailbox already exists. Appends the message there instead of creating a new one.

Initiated with a freshly typed address

Starts from the Inbox's New Conversation action with a typed address rather than an existing Contact. EasyCRM runs sender identification once the message is sent.

If something goes wrong

Missing permission

The operator lacks EasyCrm.Conversations.Initiate; the action is unavailable.

Mailbox not allowed for the user's roles

The mailbox's allowed sender roles do not include any of the operator's roles. It is not offered as a sending address for a new email; replies in an existing thread are unaffected.

Good to know

  • Unlike WhatsApp, Instagram or Messenger, email has no provider-side initiation-window restriction.