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Aide Chat can collect a visitor’s email, so your team’s replies still reach them after they leave the chat. When they reply to that email, it lands back in the same conversation.

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Choose when to ask

In Aide Chat > Behaviour, set “Ask for an email”:
  • In the chat, after Aide first replies (default): asked once, and the visitor can skip it.
  • Before the first message: required before the visitor can start chatting.
  • Off: never asked on its own.
Whatever you choose, a handoff still asks for an email when your agent’s handoff settings say to, and the widget asks when a teammate takes over or you’re offline.

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How the visitor answers

Aide asks in the conversation and the visitor types their email in the message box. If they write something else instead, it goes through as a normal message and the question stays until they answer or tap “Not now”. A visitor who mistyped can send the right address straight after, or tap “Change”. The exchange is saved in the conversation, so your team sees it in the thread.

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Replies by email

  • A teammate’s chat reply is emailed to the visitor if they haven’t read it within 15 minutes, or about a minute after they close the chat.
  • Replies they’ve already read in the chat are never emailed.
  • The emails come from your connected support mailbox. Without one, they come from Aide’s shared address under your brand name, with replies routed back to you.
  • The visitor’s email reply is added to the same conversation.

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Changing an email later

Visitors can fix a typo during the same visit. Changing an address saved on an earlier visit needs a code sent to the current address, plus one to the new address if the current one was verified. Visitors your site identifies with a signed identity can’t change their email in the widget.