If a customer sends a message but no one from your team replies within a set amount of time, HelpCrunch can automatically resend that message as a reply notification email. This ensures your customer doesn’t feel ignored and helps you maintain the conversation even when your team is unavailable.

Where to enable chat Fallback Emails?

1. Go to Settings → Automations → Unseen chats.
2. From there, enable the Resend chat messages via email toggle under the Chat fallback section. You can specify how long a chat should remain unseen before the notification is triggered — for example, after 3 minutes.

This feature is useful when your agents are temporarily unavailable or miss a message, helping you keep customers engaged and reducing the risk of losing potential leads.

Custom domain for sending reply notifications

By default, emails are sent from helpcrunch-mail.com, but you can use your custom email domain to send these notifications. Just set it up under Settings → Team → Custom Email Domains in advance.

Customize the reply notification content

You can personalize the content of the reply notification email sent to customers who missed your agents’ replies. The following fields are editable to suit your tone and branding better:

• Message Subject – e.g., You have a new message from {agent_name}

• Message Greeting – e.g., Hi, {customer_name, "there!"}

• Message Header – e.g., {agent_name} from {application_name} answered your message.

• Message Notification – e.g., You’ve received a new chat message from {application_name}.

• Message Offer – e.g., You can send your reply to this email or return to the chat.

• Open Chat Title – e.g., View message (this link opens the chat window)

• Unsubscribe Text – e.g., Break our hearts and unsubscribe

You can fully adjust the tone of these messages to match your brand voice, but note that they are sent in a single language only.