Follow-up requests
Your Expert Twin can invite a visitor to leave their name, email or phone, so you can reply in person. A new Expert Twin asks after a couple of messages, for an email only.
When it asks
Go to Agents, pick your Expert Twin, then open Settings › Follow-ups.
Never ask, After a few messages, When it can’t answer (the moment someone most wants a person), or Both, whichever comes first.
Turn Name, Email and Phone on or off. Email or phone always stays on, so you can reply.
Settings › Rules › When it can’t answer changes the same choice: Ask for details turns asking on when it can’t answer, and Link to a page or Nothing turns that part off.
Your contact details
Your Expert Twin keeps the phone number, email address and home address in your sources out of its answers.
Asked how to reach you, it offers a discovery call or booking link if you have one, or says it keeps them private. Asked where you live, it names your city, never your street. When your follow-up card is about to show, it invites the visitor to leave their details.
To let it share them, turn on Share my contact details (Settings › Follow-ups).
The Inbox
Everyone who leaves their details lands in your Inbox, with what they were asking at the time.
- To do holds new requests. Follow-up holds the ones you replied to or booked. Done holds the rest.
- Press a person to see their question and conversation, Reply by email, and set their Status: New, Replied, Booked, Won or Closed. Only you change a status, except that your first reply in a chat you took over marks it Replied.
- Handed over shows the chats a Support Agent passed to you, with the reason when it was recorded.
- A short code such as DE after a name means they browsed in another language. Their Language says which.
- A label or High priority set by an automation shows on the person and in their conversation. Label filters by it.
- When your agent couldn’t answer something, Teach it appears right in the conversation, under the answer that missed.
- Export CSV downloads the list. Delete contact removes a person and their conversation for good.
Questions
Can a visitor say no?
Yes. The card can be closed, and the conversation carries on either way. Visitors are told the details are only used to reply.
Why doesn’t my Support Agent ask?
Support Agents and Team Agents never ask for contact details. A Support Agent hands the chat to a person instead, and the visitor leaves their details there. A Team Agent answers colleagues who already know how to reach you.
Can it ask for more than a name, email and phone?
Yes, with a Collect details action: up to six things such as an order number. Anything the visitor didn’t give stays blank, never guessed.
Good to know
- If your Expert Twin was live before asking became the default, it kept its setting. We ask you once on your dashboard instead of switching it on.
- The card only keeps the fields you chose, even if a request sends more.
- On a Support Agent, New reads Waiting, and Booked and Won are not offered.