We are excited to announce a new capability for accounts using messaging. Businesses can now re-engage their customers who reached out on messaging through email notification when the agent responds.
This gives your customers the opportunity to be notified when the business responds and to continue the conversation on the channel of their choice, messaging or email, resulting in higher engagement and faster resolution.
Before, your customer would have to monitor the website for agent responses. If they left the conversation because the agents were offline, the wait time was long, or they wanted to grab a coffee, they risked missing the opportunity to connect with an agent.
With this feature, your customers don’t have to wait. They will receive an email notification with any new, unread messages sent by the agent after they left the conversation. They can then choose to navigate back to the website to respond, or continue the conversation on email. Customers have access to full context, including messages sent over email, when they return to the website.
Customer experience when the agents are offline
Email sent to your customer
There is no change for your agents. An email notification will be automatically triggered once the responses sent by the agent over messaging remain unread for 10 minutes.
For businesses, this is a good way to set expectations, capture email addresses, and re-engage customers outside of business hours.
What do I need to do?
You can enable this capability from Support > Settings > Tickets > Switch messaging conversations to email. Learn more
Who is this available for?
This capability is available to all accounts who have opted into messaging. Learn more