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.
Want a public address customers can email you at directly? See Give customers an email address for support.
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 and saves as soon as you flip it, so there is no separate Save step.
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 watches deliverability. If too many of your emails bounce or get marked as spam, sending is paused automatically to protect delivery for every store on the shared sending address.
You will hear about it two ways:
- We email your store contact address to say what stopped working and why.
- A red banner appears above the email toggles in both Settings → General and Settings → Notifications.
While sending is paused, replies no longer reach customers by email, and mail sent to your support address is no longer turned into conversations. Your chat widget, your inbox, and everything else keep working as normal.
Nearly every pause comes down to a handful of addresses that do not exist, usually a mistyped email or a store contact address that was never a real mailbox. Remove any contact that has already bounced, then message us from the chat widget and we'll review your account and restore sending.
When sending is restored we email you again, and your delivery record starts fresh from that day, so the old bounces cannot pause you a second time. If your Email replies toggle was switched off in the meantime, turn it back on to start sending again.