When the visitor has left: your reply goes by email

Sometimes a visitor asks something, waits a little, and closes the page before your team answers. Your answer doesn't have to wait in a chat window they may never open again: when the visitor left their email address, your reply goes to them by email too.

How it works

1. You (or anyone on your team) reply to the chat in your Inbox, as usual.
2. We wait about two minutes, so a few quick replies go out together.
3. If the visitor is no longer in the chat, they get one email with your reply and a Continue the chat button.

The email comes from your business name, and when the visitor answers the email, it goes to your lead alert email (see Settings).

Never while they are in the chat

If the visitor still has the chat open, they read your reply there and no email is sent. If they are still on your website with the chat closed, we wait until they have left. A visitor who writes back in the chat gets no email either.

Waiting on visitor and Emailed

In your Inbox:

• Waiting on visitor: you replied and the visitor hasn't written since.
• Emailed: your reply also went to the visitor's email because they had left the chat. The thread shows Emailed to the visitor under that reply.

If a reply could not be emailed, the thread says why, for example when the visitor didn't leave an email address.

Continue the chat

The button in the email opens that one conversation on a page of its own, with the whole chat and the chat window open, so the visitor can carry on where they stopped. The link opens only that chat and stops working after 14 days.

Visitors decide

Every email has a link to stop these emails. One click and that visitor gets no more reply emails from your business. Their chat keeps working as before.

When the AI can't answer

When the AI doesn't know something, or the visitor asks for a person, it says a team member will answer right in the chat and by email, and asks for their email address if it doesn't have one yet.

Turn it off

Reply emails are on for every account. The admin can turn them off under Settings, in Email your reply when the visitor has left.