There are two main benefits to requesting the customer’s email address:
You can link the chat session to an existing contact
This gives you context to current and future conversations. You can see who the customer is, along with any existing data, for example, identification details, order history, and marketing preferences.
You can create a new contact from the chat
This identifies the customer in the chat session and creates them as a contact. Once done, you can easily identify them next time they start a chat.
Before you start
Things you need to know:
You must be a Chat admin or account owner to set up this feature.
Learn more in Roles and permissions of Chat.You must read and understand the article Chat verification security and compliance.
Each chat team needs to configure the email address request individually.
This feature is only available for webchat. You can’t use it in SMS or WhatsApp chat.
Set up an in-chat email address request
Expand the User menu and go to Settings > Chat > Chat settings.
Select the tab for the team you want to configure the request for.
Under the heading Webchat, for In-chat email address request, select CONFIGURE.
For Request email, select YES.
For Email address required, select YES if you want it to be mandatory. Select NO if you want the email request to be optional.
Enter the following details for the request:
Request message
The descriptive message your users see explaining why they should submit their email address, for example, To help us give you the best experience, enter your email address below.
Email watermark
Placeholder text that displays in the email input field, for example, Email address.
Submit email button text
The text on the button that submits the form.
Decline button text
The text on the button to refuse filling in the form.
Invalid email address message
Text displayed in a banner when the submitted email address isn’t valid, for example, That doesn’t look right. Try again using the format yourname@example.com.
Thank you message
The confirmation message displayed once the email address is successfully submitted and the chat session can begin, for example, Thanks. How can we help?.
Message area watermark
Placeholder text that displays in the chat message input area until the email address request is submitted, for example, Submit your email first.
Select SAVE.