Email captureUpdated 10 months ago
Email capture is an email address prompt that influences how customers interact with Chat when starting a conversation for the first time. The email capture prompt is sent from the account's bot and includes the automated indicator.
There are 3 settings to choose from:
| Email capture | Requirement | Description |
|---|---|---|
| Disabled | / | Customers won't be prompted to provide their email address. |
| Enabled | Optional | If the customer's email address can't be detected, they'll be prompted to provide one but can proceed without doing it. |
| Enabled | Mandatory | If the customer's email address can't be detected, they'll be prompted to provide one and can't proceed without doing it. |
Making email capture mandatory can lead to a reduction in Chat tickets as only ~30% of customers will start a conversation if they have to provide an email address first.
Steps
1. Go to Settings -> Channels -> Chat -> your Chat integration -> Preferences.
2. Toggle Enable email capture on.
3. Select Optional or Required.
