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Follow-up Messages

Send clarifications or additional information to visitors after a conversation

View Chats

Overview

Follow-up Messages allow you to send additional information to visitors after their chat session has ended. This is useful when you need to clarify something, correct information, or provide updates that weren't available during the original conversation.

The visitor will see your message the next time they open the chat widget on your website.

Asynchronous Communication Send messages even when the visitor is offline. They'll see it when they return.

How It Works

  1. Open a chat conversation - Go to Chat Analytics and click on any conversation
  2. Click "Add Message" - Find the button at the bottom of the conversation
  3. Write your message - Type your clarification or follow-up
  4. Send - The message is saved and ready for the visitor
Add Message
Send a Follow-up Message
Type your message here...
Message will appear when visitor reopens the chat

When the Visitor Returns

Your follow-up message will automatically appear in the visitor's chat widget when they:

  • Return to your website and open the chat
  • Navigate to a different page with the chat widget
  • Refresh the page with the chat open

The message appears seamlessly as part of the conversation, showing your display name and the message content.

Use Cases

Correct Mistakes Fix any incorrect information the AI may have provided
Add Clarifications Provide additional context or details that weren't covered
Share Updates Inform about order status, appointment times, or new information
Provide Resources Share links or documents that may help the visitor

Multiple Messages

You can send multiple follow-up messages to the same conversation. Each message is delivered in order and all will be visible to the visitor when they return.

Tip: Keep follow-up messages concise and relevant. If you need to have an extended conversation, consider using the Human Takeover feature instead.

Difference from Human Takeover

Follow-up Messages and Human Takeover serve different purposes:

Follow-up Messages
Human Takeover
Timing
After conversation ends
During live conversation
Visitor Status
Can be offline
Must be online
AI Status
Still responds normally
AI is disabled
Best For
Corrections, updates
Complex support issues

Plan Availability

Follow-up Messages are available on paid plans:

  • Starter - Full access
  • Standard - Full access
  • Pro - Full access

Note: Free plan users will see the "Add Message" button but will be prompted to upgrade when clicked.