Escalations and the team inbox

When a visitor clicks Talk to a human, they give their email and a message. A ticket appears in the Inbox with the whole chat attached, and your team gets an email.

Replies you send from the inbox are emailed to the visitor with a private link where they can read the thread and answer. Their answer reopens the ticket. Close tickets when they're done. If an open ticket waits more than 24 hours, the team gets a reminder.