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 Chat 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 holder 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.
You must set up the feature for each team individually.
1. Turn on in-chat email address request
Expand the User menu and go to Settings > Chat > Chat settings.
Select your team tab.
Under the heading Automated messages, for In-chat email address request, select CONFIGURE.
For Request email, select YES.
Learn to configure your messages in Step 2: Customise your in-chat email address request.For Email address required, select YES if you want it to be mandatory. Select NO if you want the email field to be optional.
2. Customise your in-app email request messages
Before customising your in-app chat request messages, you must understand the names of each customisable field.
Use the diagram below to match the customisable label with the key:
1 – Request message
2 – Email watermark
3 – Submit button
4 – Decline button
5 – Invalid email address message
6 – Thank you message
7 – Message area watermark
To customise your in-app email request messages:
Expand the User menu and go to Settings > Chat > Chat settings.
Select your team tab.
Under the heading Automated messages, for In-chat email address request, select CONFIGURE.
For each of the seven fields, as outlined above, enter the text you want to use.
Select SAVE.