Replying to offline users using the Website as a channel
- When a user on your website uses the webchat widget and requests to chat with a human agent, the webchat will request the user's email and name to be able to reach them later.
- When that user closes the website, the conversation in the Console will show the indication that the user is offline and that your reply will also be sent by email.
- You can reply to that user within the conversation, as you would do for any othe channel. The user will receive all the messages sent through the Console on the email address indicated.
Note: The email is sent 10 minutes after you replied in order to send all the messages in that period in the same email.
- The user can then reply back to you by replying to the email received and you will be able to see the replies in the conversation within the Console.
- All the messages exchanged will also be available in the webchat widget, if the user returns to the website, providing that the same browser is used and the use of cookies was allowed.
Available for all subscriptions