Inactivity message: Ask for email

In the LiveChat Agent app, you can set up an automatic message to be sent to the customer when an agent does not respond within a set amount of time. With this in place, you can collect your customers’ contact info even at the busiest of times and get back to them via email, showing them they can rely on you.

Automatic message when agent does not respond

The automatic reply triggers only when an agent does not reply to a customer’s first message.

To set up the automatic inactivity message

1) Go to Settings>Chat surveys & forms>Ask for email

2) In the When not responding tab select Send a message when an agent doesn’t respond.

3) Next, specify an amount of time after which the automatic message should be sent. Make sure it is shorter than the inactivity timeout for closing the chat.

4) Edit the message text to reflect the workflow and the tone of voice of your company. You will be able to see a preview in the chat widget on the right.

5) If you don’t want to ask for your customer’s email, untick this option.

6) Otherwise, next add a confirmation message in the Confirmation text field. This will pop up after the customer has responded to the Message text.

7) Select Save changes, and you’re done.

The email the customer provided will be visible in the chat.

Automatic message when agents are offline

When you have Messaging mode enabled on your license, a customer can start a chat when your agents are offline. When your agents reply to such a message, it is sent as a notification to the email address provided by the customer. So when a customer sends a message while your agents are offline, there is an automatic message in the chat widget asking the customer to provide or confirm their email address. You can edit this message in Settings>Chat surveys & forms>Ask for email.

1) Select the When offline tab.

2) Edit the message text to reflect the workflow and the tone of voice of your company. You will be able to see the preview in the chat widget on the right.

3) Edit the confirmation message. You will be able to see a preview in the chat widget on the right.

4) Select Save changes.

Now, when a customer provides their email address, it will be displayed in the customer’s details section of the Chats view.