Never lose the visitor nobody could answer
When no agent replies within the interval you set, the chat asks the visitor for their details. You get an email address instead of an empty chat window.
Most people who open a chat will not wait around. If your team is small, out of hours or simply busy, this is the message that turns a walk-away into a contact you can answer later.
Step by step
Write the message
Go to Settings > Messages and set the follow-up message. Ask plainly for what you need, such as an email address, and say when you will get back to them.
Choose when it is sent
Set the delay in the same panel to control how long the chat waits for an agent before asking. Leave the delay empty and it becomes dynamic on its own.
Add a confirmation email
Fill the Follow-up Email fields if you also want the visitor to receive an email confirming that their message has landed. That email uses the template at Settings > Notifications > Email template.
Make it sound like you
The follow-up message supports text formatting and merge fields, so you can drop in details such as {user_name} rather than writing to a stranger.
Settings reference
| Setting | What it does |
|---|---|
| Follow-up message | The message at Settings > Messages that asks the user for their details when no agent has replied within the set interval. |
| Delay | How long the chat waits for an agent before sending the follow-up message; left empty, the delay is worked out automatically. |
| Follow-up Email | Fill these fields to also send the visitor a confirmation email after they leave their address. |
| Email template | Found at Settings > Notifications > Email template, this is the template the follow-up confirmation email is built from. |
Good to know
Only people without an email
The follow-up message is sent only to users who have no email address on record. Anyone you can already reach will never see it.
Once a day, at most
The same user receives it at most once every 24 hours, so a regular visitor is not asked over and over.
An empty delay is not zero
With no delay set, the wait is dynamic: 15 seconds inside office hours or when at least one agent is online, and 5 seconds otherwise.
Messaging channels behave differently
On messaging channels the follow-up message is always sent, even when an agent has already replied. Expect to see it in conversations you thought were covered.
Human takeover changes the timing
If your chatbot has human takeover active, the follow-up message is sent only during a human takeover, not while the chatbot is handling the conversation.
It can feed your newsletter
When the visitor gives an email and the newsletter feature is on, that address is subscribed. Word the message accordingly.
Common questions
Will my existing customers be pestered by it?
What happens if I leave the delay empty?
Can the visitor also get an email confirming their message?
Why is it still being sent on WhatsApp after my agent replied?
Does it work when my chatbot is answering?
Can I personalise the wording?
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