Email handoff
After approximately 2 minutes of contact/visitor inactivity, unseen messages sent by the agent will be sent to the contact/visitor’s email address (collected at the beginning of the conversation for unknown visitors, or based on the CDP email field value for known contacts). Email handoff will include a preview of the live chat, including the unseen message, with the option for the contact/agent to reply via email or return to the talk widget/talk capture widget to continue the conversation.
After an unseen message is sent via email, if a contact/visitor replies via the talk widget/talk capture widget, then becomes inactive again, any unseen replies will again be sent via email. Alternatively, if the conversation is handed off to email and the contact/visitor replies via email, any agent replies will continue to be sent via email.
When a conversation is closed (marked closed by the agent), a transcript will be emailed to the contact/visitor.
NOTE: A transcript from a closed conversation will not include the full conversation and only serves as a preview. If responses were sent via email, those messages can still be found in the recipient's email inbox. Alternatively, you can open the Talk widget and select View previous conversations to access the Talk history.
Emails sent as part of the handoff process will be delivered from the email address you set for the team at Settings > Talk widget > Teams.