If we collect email as an data field in a custom bot, will the summary of the conversation be emailed to that address after the conversation is done?

Question

We have users who write in to us through a special bot before they are logged into their accounts. Since they come up as an unknown user, we ask them to leave their email which we collect as a data field in a custom bot. Do the summaries of the conversation get sent to that email after the user leaves the app? Are they able to continue the conversation from that email?

Roy · Accepted Answer

Hello @user767​,Summary of the conversation will not send to Users after they complete the bot Interaction.If a conversation is assigned to any team and they send a reply, this reply should go to the customer e-mail if they were inactive on the website.

User767 · Answer

Sorry should have specified a little more - we collect emails from from users who aren't logged in right before we pass them to a teammate. If they are passed to the teammate and have a conversation with them, THEN does that summary of their conversation with the agent go to the email they entered in the custom bot flow? What we're seeing is that users will chat in from the app without being logged in (they can enter a conversation from the sign in screen in case they're having issues) but after we reply to them, they don't continue the conversation. We're wondering if its because they were able to log in and don't need help anymore, or if our reply isn't going to the email they entered.

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded