How to respond to clients’ emails via live chat uses e-mail as one of its backup channels of communication with your clients. Once a visitor you chat with goes offline from your website, you, as an operator, can continue the conversation as nothing happened. will try to deliver your messages using e-mail, and if the visitor replies, the answers will appear in as the next ones in the conversation.

By default uses shared domains to send and receive e-mails, but in paid accounts, you can connect to your company’s support email using IMAP and SMTP protocols. In this case, you can use as your e-mail client and route both e-mail and live chat conversations into We automatically fetch new e-mails, sync read/unread statuses, and if the same customer starts a conversation on live chat, it will be like continuous conversation flow.

We do advise you to use your own email accounts for better email delivery. Occasionally shared email domains may get blacklisted, but we always watch it and monitor any possible spam activity to prevent it from happening.

How to connect your company’s support E-mail account?

First, you need to obtain IMAP and SMTP credentials from your e-mail provider. The same ones you use for your Thunderbird, Outlook, or any other e-mail client.

Head over to your Admin Panel, Widgets section. Choose the widgets and open the Email tab.

Turn on both Receive and Send emails and fill in the forms that will appear.

Once you filled in the form, don’t forget to Save the Changes. The system will automatically check if all the parameters are correct. Keep an eye on any error messages that may appear.

How does it look when a customer sends you an email?

Email icon in the messages

As an omnichannel customer support software, our ideology is to make conversation as convenient as possible no matter what communication way is used. We believe that the communication itself is important and not what transport is used.

So you may not even notice when your visitor, who contacted you by live chat, suddenly closed the browser window. The only difference in the communication is that the incoming and outgoing messages will carry the email icon.

If you are a paid customer and use your custom email domains, you can find all the incoming and outgoing emails in your Inbox and Sent folders.

Customize outgoing emails

By default, we do provide a nice-looking and UX-optimized template for all outgoing emails. But as you may have your brand book and corporate styles, you may want to change it.

You can change the email template on the Widget > Email > Template page. Some HTML knowledge is expected for it. We recommend testing the template before activating it.

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