Heymarket has always made it easy for businesses to connect with customers on the channels they use most, like SMS, web chat, Facebook Messenger, and more. As customer communication evolves, so does the need to create personalized conversations on multiple channels. Now, we’re helping you take that communication to the next level with email.
Starting today, email is officially a channel in Heymarket, beginning with email capabilities in your shared inbox. That means you can manage customer emails just like you manage messages: in one place, as a team, with full visibility and powerful efficiency tools. You can use your existing email domain to engage with customers with no disruption to your existing workflows or tools.
And the new omnichannel shared inbox is just the start. Over the coming months, we’ll bring email to the rest of your favorite Heymarket capabilities—from easy to use automations to personalized campaigns—unifying all your customer communication in one platform.
Heymarket’s new email capabilities
Each of these features is designed to work seamlessly with email so you can manage every customer conversation, no matter the channel, in one place.
Omnichannel shared inbox: Now in beta
Our new omnichannel shared inbox features will let your team send and receive one-on-one emails just like you do texts. You can connect your existing Gmail, Outlook, or other business email accounts to Heymarket, and route incoming emails. You can use Heymarket in parallel with your existing email tools to maintain your workflows.
New shared inbox features include:
- Omnichannel capabilities: Your team can now handle email alongside SMS, web chat, Facebook Messenger, Instagram, and Apple Messages for Business without switching tools. With all channels in the same inbox, employees can monitor each platform, receive notifications across channels, and respond more efficiently without channel silos.
- Full conversation history: See your customers’ messaging history for full context into your relationship. You can switch between views (text and email) quickly with a simple drop-down to gather full context in less time.
- Team collaboration tools: Use private comments and @mentions to coordinate internally on email threads the same way you do with texts and instant messages. Assign conversations to teammates and avoid duplicate replies with real-time collision detection, even when working on different channels.
In addition to the tools already at your fingertips, the shared inbox will soon offer an at-a-glance view of each customer’s conversation history. You’ll be able to see who contacted you, through which channel, and when, all in one clean timeline.
Omnichannel automations
We recently introduced enhanced automations with rich custom fields to help you build better messaging workflows. Soon, you’ll be able to use those powerful automations with email as well.
These dynamic fields allow you to trigger emails and texts based on real-time contact data, such as birthdays, purchase values, appointment dates, or region assignments. You can also use inactivity-based triggers (like “no response in 5 days”) to re-engage customers automatically.
For example, you can:
- Remind customers of upcoming appointments with automated sequences
- Reconnect with leads who haven’t replied after a set period
- Send a birthday email at 9 AM on the customer’s birthday
- Assign high-value customers to a VIP list and send them tailored follow-ups
Enhanced automations reduce manual work while making every customer interaction feel timely and personalized. Whether you’re sending marketing, customer service, or sales messages, these tools help you stay responsive without switching screens or apps.
Omnichannel campaigns
Heymarket’s campaign tools have long helped teams send timely, personalized messages at scale via SMS. Now, campaigns are expanding to email, so you can deliver the right touchpoint on the right channel, no matter the use case.
With email support, campaigns can span every stage of the customer journey. Use templates, merge tokens, and scheduling tools to welcome new subscribers, use drip campaigns to build hype for an upcoming release, send appointment reminders, or follow up after support interactions.
You’ll have the flexibility to mix email and text messages in a single flow, depending on what suits your audience and goals. And with built-in tracking, you’ll see how every step performs across channels, all in one place.
Omnichannel broadcasts
Broadcasts make it easy to send one-time messages—like announcements, updates, or limited-time offers—through both email and SMS. With Heymarket, you can do it all from the same interface, using the same tools and templates across channels.
You choose whether to send a broadcast by email, text message, or both. That means your team can use one set of shared templates for outreach across platforms without needing to recreate messages or switch between tools.
Whether you’re notifying customers of a new feature by email or sending a last-minute alert via SMS, broadcasts give you the speed and flexibility to get the message out fast, on whatever channels fit best.
Omnichannel lists
Lists help you organize contacts based on real-time data, so you can target the right audience with the right message at the right time.
Create dynamic lists using custom fields and activity history, such as customer region, status, or engagement level, to target your text marketing campaigns effectively. Once a contact meets the criteria, they’re automatically added; if they no longer qualify, they’re removed, helping to keep your outreach accurate and effortless.
And with email support, these lists work across more channels. Use the same segmented list to power an onboarding campaign, a re-engagement broadcast, or an automated support follow-up—whether it’s sent by text message, email, or both.
Why we’re unifying email and text communication
Adding email to Heymarket doesn’t just give you access to a new channel. It unites your communication so your team can manage email and text messaging conversations side by side, using the same tools, templates, automations, and insights.
Whether you’re handling customer service, sales, marketing, or internal communications, you’ll get these key benefits with our new email capabilities:
- Create a unified customer experience: Engage with your customers over text messaging and email without needing to switch platforms, allowing your team to respond faster.
- Centralized communication: See every conversation, whether it starts in an inbox or a message thread, in one shared workspace.
- Faster, more coordinated replies: Share access, assign messages, and leave private comments to keep your team aligned, no matter the channel. Leverage auto-replies across channels for immediate replies that scale customer service without agent involvement.
- Consistent outreach: Use shared templates, custom fields, and dynamic lists to keep communication on-brand and personalized at scale.
Together, these benefits help you streamline communication, strengthen relationships, and build a better experience across the entire customer lifecycle
How to start using Heymarket’s new email features
Heymarket’s new email capabilities are rolling out in stages, starting with the shared inbox, which is available now.
To get access to these features, simply fill out this form. We’ll get an understanding of your use case and get you onboarded with the omnichannel inbox feature. We’re looking forward to hearing your feedback!
Over the coming weeks, we’ll introduce support for email across campaigns, broadcasts, lists, and automations. Stay tuned for more information.
We can’t wait to help you engage with customers from one central platform!
