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How to Use Email-Embedded Chat in Clariti
We’ve all done it. Forwarded a customer’s email to teammates, added comments, and watched the thread scatter across inboxes. It breaks context, slows responses, and makes collaboration harder than it should be.
Clariti’s Email-Embedded Chat changes that. It lets you start a chat from within an email, embedding the message directly into a live team discussion. This keeps the customer’s request, internal responses, and final resolution all in one chronological view—where context never gets lost.
Tutorial Overview
In this tutorial, you’ll learn how to:
- Start a chat directly from an email.
- Select the teammates to collaborate without forwarding or copying.
- Preserve email context inside your chat conversation.
- Use embedded email chats to speed up issue resolution and maintain alignment.
Detailed Sections
How-To: Initiate an Embedded Chat from an Email
Turn an incoming email into a collaborative chat in seconds.
Steps:
- Open the relevant email in your mailbox
- Click “Chat | Call” located below the email body
- Choose your participants (e.g., Emma, Justin, Pat)
- Select your chat mode:
a. “Just Chat” for a new conversation
b. “Share & Chat” to embed the email as context - Begin collaborating in your new subject-based chat with full email context preserved
Tips: This eliminates the need to forward or copy-paste messages. The shared email becomes the foundation of your internal discussion, keeping the original request visible to everyone.
How-To: Collaborate Within the Hybrid Conversation
Once shared, the email becomes part of the chat timeline, anchoring the discussion.
Steps:
- The embedded email appears as the first message in the chat.
- Teammates can immediately start responding in real-time using the chat box.
- Discuss, troubleshoot, and assign follow-ups all while the original email stays visible.
Tips: Your team can see exactly what the customer said, when they said it, and what’s already been discussed, reducing confusion and preventing redundant responses.
How-To: Maintain Context and Resolution Clarity
Each message and action remains connected to the customer’s original email.
Steps:
- Track responses chronologically, starting with external emails, followed by internal chat updates.
- Use the chat timeline to review the full story, including the problem, investigation, fix, and confirmation.
- Revisit any past conversation to understand what led to a specific resolution.
Tips: This unified timeline bridges frontline and backend communication. It ensures that every team member, from support to engineering, works with the same information, leading to faster, clearer resolutions.
Supplementary Links
- Clariti Features Overview: Screen Sharing
- Related Tutorial: Editable and deletable messages
By embedding emails into chats, you’re not just improving communication you’re connecting every discussion to its source, preserving clarity, and turning collaboration into continuity.
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