When a customer leaves the live chat before seeing an agent reply, libredesk can email that reply. The customer can reply by email or return to the widget, and the conversation stays together.
Enable email follow-up
- Connect a working email inbox under Admin > Channel > Inboxes (
/admin/inboxes). - Edit the live chat inbox that customers use.
- Open General > Conversation continuity email inbox.
- Select the email inbox that should send these follow-up emails.
- Review the timing settings and click Save.
The customer needs an email address. This feature sends replies the customer has not seen while offline. It does not depend on the support team being offline.
Timing and message limits
- Offline threshold controls how long the customer must be offline before email is sent. The documented default is
10m. - Max messages per email limits the number of messages grouped into one email. The documented default is
10. - Min email interval sets the minimum delay between continuity emails for the same conversation. The documented default is
15m.
These options appear after selecting a continuity email inbox. Use the duration format shown in the form.
If no email arrives
Check that a continuity email inbox is selected, its email connection can send mail, and the customer has an email address. Check whether the customer has actually gone offline and whether the configured timing thresholds have elapsed. The customer's replies to the continuity email are added to the same live chat conversation.
The email inbox used here is separate from Admin > Notifications > Email, which sends alerts to agents. See Agent notifications for those settings, and Live Chat for widget setup.