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Conversation Continuity through Email in OneChat

Conversation Continuity

OneChat allows customers to continue chat conversations via email threads under the following cases.

If no agents are available and the customer leaves a message in the chat,
if the customer leaves the chat before the agent replies.

Along with these cases, the contact should have an email address associated with it in OneChat CRM.

Obtaining email address of contacts

You can prompt/update customer emails into OneChat through the following ways.

1.via OneChat SDK

If customer email is already known, you can supply it into OneChat via the setUser method in our SDK

2.via PreChat Form

If a mandatory pre-chat form is enabled. the conversation starts with a screen as below

3.via Email Collect Prompt

When the pre-chat form is disabled and the customer email is unknown, OneChat starts a conversation with an email collect prompt.

Conversation Continuity

Note: Enable conversation continuity in self hosted installations

If the customer email gets updated through any of the options mentioned above. When the agent replies and the customer is not active on the chat widget:

- The customer receives an email thread with a conversation summary over which they can continue the conversation.
- The agent receives the customer replies from email in their OneChat dashboard, continued over the existing conversation thread.

The email icon in the chat bubble indicates that the customer reply arrived via email.

Updated on: 23/03/2023

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