Send and receive email replies
Shoppers close the tab. Email replies make sure they still get your answer: when a customer goes offline before your reply lands, RagChat delivers it to their email, and their reply flows straight back into the same conversation in your inbox.
Both features on this page require the Standard plan or higher. See Plans and pricing.
Email replies to offline customers
- Open RagChat and go to Settings → General and find the Email section.
- Turn on Email replies. It is off by default.
- Click Save.
From then on:
- If a customer with a known email address leaves the chat and a reply arrives while they are away, RagChat waits a few minutes, then sends the unread replies in a single email.
- The customer can answer that email directly. Their reply appears in the conversation in your inbox, like any chat message.
- Emails are sent from RagChat's own sending address, so there is no DNS or email setup on your side.
This only works for customers whose email you have, which is one more reason to keep lead collection on.
Get notified when a conversation needs you
Go to Settings → Notifications and find the Email notifications card. Turn on Notify me when a conversation needs attention to get an email when:
- a customer asks for a human,
- the AI cannot answer a question, or
- a message is waiting while the AI agent is turned off.
Notifications are on by default and go to the Email address in your Store details at the top of Settings → General. That same address is also what the AI shares when a shopper asks how to contact you, so keep it current.
If email sending is paused
RagChat monitors deliverability. If too many of your emails bounce or get marked as spam, sending is paused automatically and a banner appears in your email settings. Message us from the chat widget and we'll help you get it restored.