When customers leave

Customers don’t always wait around. If they’ve left your site, you can still answer them, and the whole back-and-forth stays in one conversation.

How it works

1. You reply in the chat as usual.
2. If the customer isn’t on your site, your reply is emailed to them. If you send a few messages close together, they arrive as one email with a short recap of the chat.
3. When the customer replies to that email, their answer appears in the same conversation and the chat is flagged for your team.

The conversation shows “Emailed to” under your messages and “Replied by email” under theirs, so it’s always clear what happened where.

Customers can reply to your email for 30 days. Automatic replies, like out-of-office messages, are ignored.

What you need

Two things have to be in place:

• A support email under Settings → General. It’s used for these emails and for telling your team when a customer replies.
• The customer’s email. Keep Email turned on under visitor details so customers give it before the chat starts.

Reopening a resolved chat

To follow up on a chat you’ve already resolved, open it and choose Reopen. It’s assigned to you and your next reply goes to the customer by email.