What happens to chat messages that aren't seen by customers?

Updated 17 days ago ​by Ram Goli

When your agents are conversing with customers over chat, sometimes the customers leave and never see messages from the agent. Your agents might have to wait for the customer to come back to the chat to see any important messages before continuing the conversation. Or, they might reach out themselves to the customer via email to let them know that there are unseen messages in the chat. Both of these options eat up your agents' valuable time

Gorgias solves this problems by automatically notifying customers of any unseen chat messages. If your customer has an email address in the system and hasn't seen any chat messages from the agent in more than one hour, they will automatically receive an email with the new messages, as well as the full conversation history. They can then reply to the email to continue the conversation in the same ticket, or jump back on the chat. 

Gorgias aims to speed up your agents' workflow with this feature. You can be assured that customers will always receive messages sent over chat



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