How to continue communication with a client via Email?

In this article, you will learn the following information:

• How to obtain clients’ email addresses?
• How to set up continuing a conversation via Email?
• How conversation continuation via email works

Clients can continue chatting with your agents through email. This may be necessary in the following cases:

• No agents are available when a client leaves a message in the chat.
• The client leaves the chat before the agent responds.

To continue the chat, the contact must have an email address.

How to obtain clients’ email addresses?

You can request or update clients’ email addresses in Multichat in the following ways:

1. Through a pre-chat form. You can enable it in the website channel settings. More details are described here. This form will be displayed to the client in the widget on your site before the conversation begins.
   
   
    

2. Through the email collection setting. You can enable it using the checkbox Enable email collection box in the website channel settings. More details are described here. A message requesting the client’s email will be displayed in the widget on your site before the conversation begins.
   
    

How to set up continuing a conversation via Email?

To continue a dialogue through email, you need to enable the corresponding setting. Go to Settings → Inboxes, then click the gear icon of the website channel. Scroll down the page and in the field Enable conversation continuity via email, set it to Enabled.

How conversation continuation via email works?

If the client’s email address was requested using any of the methods above, and the client leaves the chat while the agent is responding, the following occurs:

• The client receives an email with a short summary of the conversation. They can reply to this email to continue the conversation.
• The agent sees the client’s replies via email in the Multichat conversation, continuing the existing conversation thread.