Follow-Up Notifications

You can continue chats through messages or emails even if the customer leaves the website mid-conversation. Keep conversations going by sending texts or email notifications.

What is a Follow-Up notification?

A Follow-up notification is a feature that sends a notification to a customer when they leave mid-way through a conversation and go offline.
An offline status indicates when a customer has left the website, there is no activity on the website for 4 and a half minutes or if the customer is viewing another page. For example, a customer is offline when it has been more than 5 minutes since they were on the website, have not closed it but are viewing another browser tab, or when there is no activity on an open browser for more than 5 minutes.
Detailed transmission process
When Mobile SDK Push is integrated
The Mobile SDK notification is attempted to be sent first.
If a Mobile SDK notification is successful, Message/Email notifications are not sent.
If it fails to be received in 30 seconds, Message/Email notifications are sent.
When Mobile SDK Push is not integrated
Text and email notifications are attempted to be sent at the same time. Texts and emails are sent separately.
Transmission methods: Texts
Transmission is optimized according to message length, country setting etc.
Transmission process
In order of SNSXMS. Only one of the two will be sent.
If there are no SNS settings, transmission fails, or has been blocked by the recipient, an XMS will automatically be sent to replace it.
A default template will be sent.
It is not a Follow-Up notification when
A manager has initiated the chat and the customer has not replied.
Marketing messages aren’t considered Follow-up notifications.

Text notifications

How to configure text notification settings
(1) In [Channel Settings] → [Chat] → [Follow-up notifications], turn on ‘Phone number’.
(2) Recharge SMS
Text notification fees are deducted per text from your ‘SMS wallet’. You can use auto-charge to top-up your wallet according your usage, regardless of what plan you are on. $10 SMS credit is provided to paid-plan users every month.

Email notifications

This feature allows you to send replies to customers via email. For a limited time, you can take advantage of this feature for free!
How to configure email notification settings
In [Channel Settings] → [Chat] → [Follow-up notifications], turn on ‘Email’.
Optional: Linking your email domain
If you have a company email address, you can set up a custom domain and use it to send emails.

Mobile SDK notifications (iOs, Android)

Mobile push notifications are sent whenever a customer goes offline. If you a running a mobile app, using mobile SDK notifications will allow you to provide a smooth user experience. It’s the most efficient way to send notifications, as texts, email, and other notifications aren’t sent. If you aren’t currently running a mobile app, you can skip this step.
For more detailed instructions on integrating, refer to the developer guides:


How do I know if text notifications have been sent to the customer successfully?
What are the character limits for SMS and LMS?