Responding to your missed/offline messages is a must if you want to engage with your visitors and improve customer relationships. You can respond to unanswered messages by initiating a chat with the visitor if they are still online or you can send an email from within Freshchat.
Initiate a chat with the visitor
If an unanswered chat has a green chat bubble next to the name, that means the visitor is still online. You can click on the bubble to initiate a conversation. This is the best way of closing the loop, as sending an email and waiting for the visitor to respond usually takes much longer.
Reply by email from Freshchat
If the visitor is offline, you can send them an email based on the information collected pre-conversation. Click on an unanswered chat to see the visitor profile. Clicking on the Send email option at the bottom will open up an email template with some pre-populated information.