Follow-up Notifications
Maintaining engagement with customers even after they leave your website is important for customer service. Utilize follow-up notifications to continue conversations and encourage return visits.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.