Akece allows your customers to continue live chat conversations via email, keeping the conversation history centralized in a single place. This feature is especially useful in the following scenarios:
-
No agent is available at the moment and the customer leaves a message via chat
-
The customer closes the chat before receiving a reply
To ensure the conversation continues smoothly via email, the contact must have a registered email address in the Akece CRM.
How to Collect the Customer’s Email
You can collect the customer's email in three different ways:
1. Using the Akece SDK
If you already know the customer's email, you can pass it directly to the widget using the setUser method:
window.$akece.setUser("unique_id", {
email: "[email protected]"
});
2. Using the Pre-chat Form
If you enable a required pre-chat form, customers will be asked to provide their name and email before starting the conversation.
3. Using the Email Prompt
If the pre-chat form is disabled and the email is not known, Akece will automatically prompt the user to enter their email after their first interaction in the chat.
How the Email Continuation Works
If the customer leaves the chat before receiving a reply and their email is available, Akece will send them a conversation summary by email.
From that point on:
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The customer can reply directly to the email
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The response will be automatically added to the existing conversation in the Akece dashboard
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The agent can continue the support interaction from the same conversation
A visual indicator will show when the message comes from email:
📨 Email icon in the message bubble = reply received via the customer's email
If you need help configuring email continuation or collecting emails automatically, reach out to us:
📩 [email protected]
📱 @akece.ai