How to send a response via email if the user is offline

When a customer initiates a chat conversation but goes offline before you can respond, it is important to ensure that they still receive your message. Customerly allows you to automatically send an email with the chat response to users who are offline, making sure that communication is seamless and uninterrupted.

Here’s how you can set up this feature:

1. Navigate to Messenger Settings

• Go to the Project Settings of your Customerly dashboard.

• Select the Messenger section from the sidebar.

2. Configure Offline Email Responses

• Under Messenger General Settings, find the Behaviour section.

• Look for the option titled Continue your conversation via email. This setting allows you to decide if and when the system should send an email if the user goes offline during a chat.

• From the dropdown menu, you can choose the time delay after which the email should be sent. Options include:

  • Do not send any email

  • 5 minutes

  • 15 minutes

  • 30 minutes

  • 45 minutes

3. How It Works

• Once this feature is enabled, if a customer leaves the chat or goes offline, the system will automatically send an email containing your response after the specified time delay.

• When the customer replies to the email, the conversation will continue seamlessly within the Customerly platform, keeping all communication in one thread.

4. Why Use This Feature?

• Ensures that no communication is lost even if the customer is no longer online.

• Improves customer satisfaction by providing prompt responses via email.

• Maintains a continuous conversation flow, as all replies come back to the same thread in your Customerly inbox.

By setting up this feature, you ensure that your customers receive timely responses, even if they aren't actively engaged in the chat at the time of your reply. This simple step can significantly enhance your customer support experience.