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. Switching it on creates a trigger that asks for the address.
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
- In Admin Center, click Objects and rules and select Tickets > Settings.
- Expand Continuous conversations and select Switch messaging conversations to email.
- Save and test by starting a conversation and closing the tab.
Switching it on creates a trigger, Request email for continuous conversations, which asks the customer for their address once the conversation has been idle for five seconds. It is an ordinary trigger, so you can edit the wording, and it is where to look if customers say they were asked for an email address too quickly.
It only works on the Web Widget, not on mobile.
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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