Cleaner queues when AI Agent hands over a chat without an email

This update is for AI Agent customers using Chat with email capture set to required.

What's New

If you're using AI Agent on Chat with email capture set to required, the handover behavior is now smarter when a shopper hasn't shared their email.

Previously, the ticket would stay open in your queue with no way to follow up. Now, the shopper is prompted for their email and the ticket is closed. If they provide it, the ticket reopens with a customer profile attached so your team can pick up the conversation. If they don't, the ticket stays closed.

This addresses a common source of frustration: AI Agent handovers without contact info that piled up as unactionable tickets, especially after weekends and outside business hours.

Who This Applies To

This behavior applies automatically when both conditions are met:

You're an AI Agent customer with AI Agent enabled on Chat

Email capture is set to required in your Chat settings

No additional setup needed. Eligible configurations will start using the new lifecycle automatically. If email capture is set to optional, nothing changes for you.

Why It Matters

No more uncontactable tickets clogging your queue after handovers

Shoppers who do share their email can be followed up with, with a full customer profile attached