How to continue a chat conversation via email?

Following up with customers via email after a chat conversation ensures seamless communication, even if they go offline. Customerly allows you to automatically continue conversations via email, but before enabling this feature, you need to verify your email domain.

Step 1: Verify Your Email Domain

Before activating the email continuation setting, you must verify your domain. This step is essential to prevent your messages from being marked as spam and to allow emails to be sent from your domain.

Follow the instructions in this article to verify your domain.

Step 2: Enable Email Continuation in Messenger Settings

Once your domain is verified:

1. Navigate to Project Settings > Messenger > General Settings or go directly here.

2. Activate “Continue Your Conversation via Email”

• Locate the “Continue your conversation via email” setting.

• Select the preferred time delay (e.g. 5 minutes).

• Save your changes.

Now, if a customer goes offline during a chat, your messages will be sent automatically to their email, ensuring they don’t miss any important updates. We'll group all the messages sent in the chosen delay into one single email.

By following these steps, you can enhance customer experience and maintain uninterrupted communication. If you need any help, feel free to contact our support team!