Any customer information collected through the Follow-up Notification feature must be used exclusively for the purpose of handling the customer's support request. If you intend to use this information for any other purpose, you are required to obtain separate consent from the customer by using the Input Form feature within a workflow.
Follow-up Notification Settings is a feature that sends a notification to the customer when the agent leaves a response while the customer is offline.
Being Offline means,
The customer has left the site, has been inactive on the site for more than four and a half minutes, or is looking at a different screen.
Example)
It's been more than 5 minutes since you navigated to another tab without turning off the site.
You haven't done anything for more than 5 minutes with the browser on.
If the customer inputs both the phone number and email, then the customer will receive a text message first, then a follow-up email in case they do not respond. Customers who input their name and either a phone number or email are automatically stored in the Contacts. (→ Learn more about Follow-up Notifications)
[Channel Settings] - [Chat] - [Follow-up Notifications]
[Channel Settings] - [Chat] - [Follow-up Notifications] and turn 'Phone number' ON.
Check your text costs
When you send a text (SMS, LMS), you incur a PU (Post Unit) fee per message. You can check your text usage and how much it costs per message by following the path below.
[Channel settings] → [Billing] → [Subscriptions] → [Current usage] → [SMS].
When you subscribe to a paid plan, you can prepay PU charges for your expected usage.
[Channel Settings] → [Billing] → [Prepaid usage] → [Usage for integrations] → [SMS].
If the phone number is enabled, customers will automatically receive a confirmation message when the chat receives message.
The Phone number of your customer is automatically stored in your Contacts.
This is a feature that sends response notifications to your customers' emails, and it's currently free for a limited time.
[Channel Settings] - [Chat] - [Follow-up Notifications] and turn 'Email' ON.
If email is enabled, customers will receive follow-up notifications when they are not present in the chat.
The Email of your customer is automatically stored in your Contacts.
When enabled the customer can input their name for a more personalized experience.
You can set specific information that is required for the customer in order to receive follow-up notifications. If your customer does not input one of the required fields, then they are unable to create a new chat. You can opt-in/opt-out of this setting.