Infinity3 Help Centre

Send individual customer emails and reply to messages directly from Infinity3, keeping supported exchanges alongside the customer’s contact details, notes and tasks.

Before you start

You’ll need:

• Access to Conversations in your Infinity3 account.
• A connected Gmail or Microsoft 365 email account.
• A customer saved as an Infinity3 contact with a valid email address.

Each team member uses the email account connected through their own Infinity3 profile.

Send a new email

1. Log into the Infinity3 Platform at app.infinity3.ai.
2. Open Conversations.
3. Click Create New Message (the pencil-and-paper icon).
4. Select Direct Message.
5. Choose the contact you want to email, then click Continue.
6. Select Email in the message composer.
7. Check that the From address is your connected email address.
8. Enter a subject and write your message.
9. Review the recipient, message and any attachments, then click Send.

If the customer isn’t saved in Infinity3 yet, add their contact record and email address before starting.

Reply to an email

1. Open Conversations.
2. Find and open the customer’s conversation.
3. Locate the email you want to answer and select its reply option.
4. Write your response.
5. Check the sending address and recipients, then click Send.

Reply within the existing email thread when continuing the same discussion. This helps keep the exchange together.

Where do my emails appear?

When you send an individual email using your connected Gmail or Microsoft 365 account, supported messages and replies can appear in both your personal email account and the customer’s Infinity3 conversation.

Colleagues with permission to access the customer’s record and Conversations can see the synced exchange. This does not copy the messages into their personal inboxes.

Check your sending address

Before sending, check the From address in the email composer.

To check your connected account:

1. Open Settings → My Profile.
2. Select Email and conversations in the left-hand sidebar.
3. Find Email (2-way sync) and check that the correct email address appears as connected.

If the sending address is unexpected, check your connection before sending the message.

Check it works

1. Use an external email address saved as an Infinity3 contact.
2. Send an individual email from Infinity3 using your connected address.
3. Reply from the external account.
4. Check that the exchange appears in your personal email account and the contact’s Infinity3 conversation.

Use an external address for this test. Emails between team members who are also users in the same Infinity3 account do not sync.

Things to know

• Your personal email connection is intended for individual customer conversations.
• Newsletters and automated emails use the platform’s separate email sending service.
• Connecting your email does not import your previous email history.
• What colleagues can see depends on their Infinity3 permissions.

If an email fails to send or a supported reply doesn’t appear, check your connection and the customer’s saved email address.

If the issue continues, contact Infinity3 with the affected email address, the approximate time of the message and any error shown.