Human Initiated Proactive Email in Desk: Reach customers first, without leaving your support queue

Support has always been reactive by design. A customer runs into a problem, opens a ticket, waits. That model works — until you know something your customer doesn’t yet: a delayed shipment, a scheduled downtime, a billing change. At that point, waiting for them to come to you isn’t neutral. It’s a choice to let the frustration build.

Starting today, agents can initiate proactive emails — composing rich, formatted outbound messages directly from the Desk dashboard, without switching tools or exporting contact lists.

How it works

• Start from where you already work: Agents initiate proactive emails from Desk dashboard — no separate campaign tool, no exports.
• Send to new customers on the spot: If the recipient isn’t in the system yet, agents can create a new customer record at send time. The platform automatically creates both the Sendbird user and Desk customer record.
• No ticket until they reply: A ticket is created only when the customer responds — consistent with how Proactive Chat already works. Until then, outbound emails sit in the Proactive Chat queue, where a new Channel column distinguishes email from Messenger threads.
• Follow up any time: Agents can send follow-up messages to the proactive email thread before the customer has responded, and any agent can do it — not just the original sender.