Plan requirement
| Subscription | Any plan |
| Access | Admin |
A messaging conversation can carry on by email when the customer leaves, so an answer is not lost.
What it does
A customer who closes the browser stops seeing new messages. With this on, they receive the agent's reply by email instead, and can answer from there.
Turn it on
- Open the messaging settings in Admin Center.
- Allow customers to continue the conversation over email.
- Decide how their address is collected: asked in the conversation, or taken from a signed-in profile.
- Save and test by starting a conversation and closing the tab.
Why it is worth having
It removes the main weakness of live conversation: the customer who asks something, waits four minutes, and leaves. Without this the answer goes nowhere. With it, they get it wherever they are.
You need their address
Which means asking, for customers who are not signed in. One question at the start, framed as making sure they get the answer, is generally accepted.
Asking for it purely to collect addresses is not, and customers can tell the difference.
The reply comes back as email
Once it moves to email the conversation continues there, on the same ticket. Agents should expect that and not wait for a messaging reply that will not come.
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