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Conversation Continuity through Email

Chatwoot allows customers to continue chat conversations via email threads under the following cases.

  • If no agents are available and the customer leaves a message in the chat,
  • if the customer leaves the chat before the agent replies.

Along with these cases, the contact should have an email address associated with it in chatwoot CRM.

Obtaining email address of contacts#

You can prompt/update customer emails into chatwoot through the following ways.

1.via Chatwoot SDK#

If customer email is already known, you can supply it into chatwoot via the setUser method in our SDK

2.via PreChat Form#

If a mandatory pre-chat form is enabled. the conversation starts with a screen as below

chatwoot-prechat-form

3.via Email Collect Prompt#

When the pre-chat form is disabled and the customer email is unknown, chatwoot starts a conversation with an email collect prompt.

chatwoot-email-collect

Conversation Continuity#

Note: Enable conversation continuity in self hosted installations via this guide

If the customer email gets updated through any of the options mentioned above. When the agent replies and the customer is not active on the chat widget:

  • The customer receives an email thread with a conversation summary over which they can continue the conversation.
  • The agent receives the customer replies from email in their chatwoot dashboard, continued over the existing conversation thread.
chatwoot-dashboard-email-reply

The email icon in the chat bubble indicates that the customer reply arrived via email.