Replies by email
Your answer reaches them after they've gone.
When a visitor closes the page before you reply, the reply goes to their email a few minutes later, with a link that reopens the same conversation in the chat bubble.
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How it works.
- The address
- One the visitor left in the chat, or one your app gave with an identify call.
- When it goes
- A reply that hasn't reached the visitor's browser two minutes after you sent it, while they're no longer on the website, is emailed on the next run, every five minutes.
- What it holds
- Your replies since they left, together in one email under your chat's name, with any attachments as links.
- The way back
- A Continue the conversation button that opens the page they were last on, with the chat open on the same conversation, on any browser or device.
Asking for an email.
With availability set to automatic or by hand, a visitor whose email you don't know is asked for one once they've written and you're away or offline. They can dismiss it for that visit. With availability set to always online, the chat doesn't ask.
You can see it happened.
- In the Inbox, the message shows an envelope instead of ticks: emailed, because the visitor had left
- The conversation's log notes the address it went to
- When the visitor comes back through the link, the log says so
- What they write next lands in the same conversation
How it works, in detail.
The docs page “Chat with your website visitors” goes through it step by step.
Limits worth knowing
- Visitors carry on through the link, in the chat bubble; an answer sent back by email isn't added to the conversation
- With no email known, nothing is sent: the reply waits in the chat for their next visit
- Each reply is emailed once, and replies more than three days old aren't emailed
- Messages sent by page alerts aren't emailed
- Your team answers from the Inbox or Telegram, not by email
Questions, answered.
When is a reply emailed?
When it hasn't reached the visitor's browser two minutes after you sent it and they're no longer on the website. The emails go out every five minutes, so it arrives a few minutes later.
Where does the visitor's email come from?
From the chat, where visitors are asked for one while you're away or offline, or from your app identifying a signed-in user.
What does the visitor see in the email?
Your replies under your chat's name, attachments as links, and a button that takes them back to the page they were on with the conversation open.
Can a visitor answer the email itself?
Not into the conversation. The button in the email takes them back to the chat, and what they write there reaches your Inbox.
Do I need to set anything up?
No. Replies are emailed by SuprAnalytics; you only choose the chat's availability in Settings → Chat if you want it to ask for emails. More on live chat.
More features
- Live chatTalk to visitors with their source, pages and journey beside the chat.Open
- One inboxEvery website's conversations in one place, with open, unread, resolved and starred views.Open
- Who is askingThe visitor's source, location, device and pages, beside the conversation.Open
- Quick repliesSaved answers on a /shortcut, dropped in as you type.Open
- Page alertsA chat message that goes out by itself when someone opens a page you chose.Open
- Replies, reactions and filesQuote a message, react with an emoji, and send files with link previews.Open
- Notes, bookmarks and assignmentPrivate notes, bookmarks with tags, and an owner for each conversation.Open
- Blocking and searchBlock a visitor, search every conversation, and keep the widget off chosen pages.Open
- Alert soundsA sound for a new message, a goal or a sale while the dashboard is open.Open
See it on your own website.
Every feature is on every plan, with a free trial and no card.
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