Sending an email directly from Service Titan

[M2]

I wanted to ask if there is a way to send an email directly to a customer from Service Titan instead of having to use the Invoice or estimate email function as a way to communicate to the customer directly and have the thread embedded in the customer's profile? A lot of our customers prefer to be contacted through email and when you click the envelop icon, it takes you to outlook, which to me, takes the conversation away from the customer's profile on ST.

[JanelleParker]

My apologies, I misunderstood. When we send our emails we are routed to Outlook as well. It does show up in the job history through ST though. I am interested as well to see if there is a feature that allows email to remain in ST without having to go through Outlook.

[JanelleParker]

We have always been able to call and email our customers directly as long as their contact info is added to ST on their profile. You should be able to access email and phone directly from each customer's profile and location record. This may be an added feature depending how you have ST set up. Hopefully this helps!

[M2]

Calling customers is not a problem for us. Sending an email is also possible but my question was having the ability to send the email directly from ST. Right now, when I click the envelope icon to send an email to a customer, it takes me to Outlook which takes the email out of ST. I'm looking to have the email reside within the customer's file on ST. Not sure if that's how yours is set up and I'm just missing something?