Email Conversations

Email Conversations unifies your email workflow with SMS, live chat, social messages, and phone calls in a single inbox. Two-way sync with Gmail or Outlook means every email you send or receive stays synchronized between the platform and your email provider, eliminating context switching and ensuring your team never misses a follow-up.

What Email Conversations Does

The Conversations module uses a four-panel layout for managing email alongside other channels:

Unified inbox: Browse conversations from My Inbox (assigned to you), Team Inbox (all conversations), or Internal Chat (private team discussions). Filter by channel to isolate email threads or view the full multi-channel timeline.

Two-way sync: Connect Gmail or Outlook through Settings > My Profile > Email (2-way sync). Emails sent from the platform appear in your provider’s sent folder, and replies from contacts flow back into the conversation thread automatically.

Rich formatting: The composer supports bold, italic, underline, bullet points, hyperlinks, file attachments, and pasted images. Use CC and BCC for external stakeholders, and switch between inline reply mode and full-view composer for longer messages.

Email forwarding: Forward specific inbound emails to external recipients without leaving the platform. Forwarded messages preserve formatting, attachments, and inline images, and appear in the conversation timeline for team visibility.

Templates and canned responses: Access pre-designed email templates or shorter canned response snippets directly from the composer toolbar. Templates support dynamic tokens like contact name, company, appointment dates, and custom field values.

Key Configuration Options

Connect email account: Navigate to Settings > My Profile > Email (2-way sync), choose Gmail or Outlook, then authorize permissions. Your email address automatically populates in the From field when composing messages. Each team member can connect their own account.

Dedicated sending domain: Set up a dedicated domain for full control over email reputation. Navigate to Settings > Email Services, add your domain, and configure SPF, DKIM, and DMARC records in your DNS settings. This is the single most important step for deliverability.

DMARC configuration: Add a TXT record to your DNS with Name: _dmarc and Content: v=DMARC1; p=reject. This tells receiving mail servers how to handle messages that fail authentication checks.

Email validation: Navigate to Sub-Account Settings > Business Profile and enable Verify Email Address when the first email is sent to a new contact. Optionally enable Re-validation every 90 days to keep your list clean and protect sender reputation.

Unsubscribe links: Every marketing or bulk email must include an unsubscribe link. The platform provides a default unsubscribe link in the footer element of the email builder, or you can create a custom unsubscribe flow.

Power Features

Keyboard shortcuts: Speed up your workflow with Cmd/Ctrl + K (global search), Cmd/Ctrl + Enter (send message), Cmd/Ctrl + Shift + E (toggle full-screen composer). Press ? in Conversations to view the full shortcut list.

Filtering with AND/OR operators: Build precise views by combining conditions. Use AND to show conversations matching all conditions (e.g., tagged “High Priority” AND assigned to you). Use OR for any matching condition (e.g., from Email OR WhatsApp channels). Save combinations as Saved Views for one-click access.

Internal comments and mentions: Add private notes to any conversation using the Internal Comment channel. These notes are only visible to your team. Use @mentions to notify specific team members. Internal comment drafts persist across channel switches and navigation.

Right panel context: View and edit contact fields, custom fields, tags, and owner without leaving the thread. Create and view opportunities, appointments, invoices, and payments from the Associations tab.

Email warm-up: New sending domains need to build reputation gradually. Follow this schedule: Week 1 (100 emails/hour, 1,000/day), Week 2 (300/hour, 2,500/day), Week 3 (500/hour, 5,000/day), Week 4+ (scale based on engagement). Send only to engaged contacts during warm-up.

Pro Tips

• Connect your email immediately. Two-way sync is the foundation of Email Conversations. Connect your Gmail or Outlook account before you start sending to ensure complete history tracking from day one.
• Use templates for repetitive messages. Build a library of templates for welcome emails, follow-up sequences, appointment confirmations, and proposal deliveries. This saves time and ensures consistent messaging.
• Forward strategically. Use email forwarding for escalations and handoffs, but remember that forwarded messages do not include internal notes. Add context in the forward body if the external recipient needs background.
• Monitor deliverability metrics regularly. Check email health using tools like Google Postmaster and MX Toolbox. Watch for bounces, spam complaints, and reputation dips that could affect inbox placement.
• Clean your contact list regularly. Enable email validation and remove contacts who consistently bounce or never engage. A clean list protects your sender reputation and improves deliverability.

Common Questions

Do I need to connect an external email account to use Email Conversations?

Yes. Connect Gmail, Outlook, or a custom SMTP/IMAP provider through Settings > My Profile > Email (2-way sync). This connection allows the platform to send and receive emails on your behalf while keeping both systems synchronized.

What happens if a contact replies to an email I sent from the platform?

The reply routes back to your connected mailbox and appears in the conversation thread automatically, as long as two-way sync is active and healthy.

Can I see emails from all channels in one view?

Yes. The Message History Panel shows a unified timeline of all communications with a contact, including email, SMS, WhatsApp, Facebook Messenger, Instagram DM, live chat, and internal comments. Filter this timeline to show only specific channels.

How do I avoid my emails going to spam?

Set up a dedicated sending domain, configure DMARC records, enable email validation, use proper From addresses, include unsubscribe links, warm up new domains gradually, and stop sending to unengaged contacts.

What is the difference between LC Email and a custom SMTP provider?

LC Email is the built-in email service with dedicated domain setup, email validation, and deliverability tools. A custom SMTP provider is a third-party service you connect manually. With custom SMTP, you are responsible for your own deliverability configuration and troubleshooting.