Conversation Continuity

Sometimes, your customers may need to chat with your agents via email threads. This can happen when:

• No agents are available and the customer leaves a message in the chat.

• The customer leaves the chat before the agent replies. To make this work, the contact should have an email address associated with it in the Neo CRM.

Getting email address of contacts

You can get/update customer emails into neo through these ways.

1. via Neo SDK

If you already know the customer email, you can send it to neo via the setUser method in our SDK

2. via PreChat Form

If you enable a mandatory pre-chat form, the conversation starts with a screen like this:

You can find more details about setting up pre-chat form in this guide.

3. via Email Collect Prompt

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

Conversation Continuity

Note: Enable conversation continuity in self-hosted installations with this guide.

As a result, if the customer’s email address is updated through any of the options above and they leave the chat while their agent has replied, this will happen:

• The customer gets an email thread with a conversation summary. They can reply to that email and continue the conversation.

• The agent gets the customer replies from email in their Neo dashboard, continued over the existing conversation thread. neo-dashboard-email-reply

The email icon in the chat bubble shows that the customer's reply came from email.