Email Records
Conversations > Email Records shows every email sent from HeiChat conversations after SMTP integration is enabled.
When records appear here
This tab only becomes useful when both conditions are true:
- SMTP email integration is configured
- Your team has actually sent emails from conversation details
What the list shows
Common fields include:
- Recipient email
- Read status
- Content preview
- Sent time
- Read time
- A link back to the related conversation
Useful filters
Your team can usually filter by:
- Send time
- Read status
- Recipient email
These filters are helpful when someone asks:
- Did we email this customer?
- Has the customer opened the follow-up?
- What exactly did we send?
When to open a record
Open the email record when you need the full content instead of the truncated list preview.
This is especially useful for:
- Auditing customer communication
- Confirming that the wording was correct
- Matching the email to the surrounding chat context
Recommended workflow
- Find the message by recipient or time.
- Open the full email content if needed.
- Jump back to the conversation for the full case history.