Following up with Visitors Who Leave the Chat

A common problem with live chat: a visitor asks a question, the AI escalates, the visitor waits a few seconds, then closes the tab. Savena handles this in two stages so the conversation does not get lost.

Stage 1 — capturing contact info

When the AI escalates an anonymous widget visitor, the widget shows an inline form asking for the visitor's email and (optionally) name. The form is sent as a system message in the conversation itself, so it appears naturally in the chat flow rather than as a popup.

If the visitor submits the form, the email and name are saved to the contact immediately — even if they close the tab one second later. If a contact with the same email already exists in the workspace, the conversation is merged onto that contact rather than creating a duplicate.

Stage 2 — emailing the unread reply

Periodically, Savena scans open widget conversations for unread messages from operators or the AI. If all of the following are true, the visitor receives an email with the unread reply.

• The contact has a real email (not anonymous) and has not unsubscribed, hard bounced, or marked Savena emails as spam.
• The contact has not been seen in the widget within a short grace period.
• The oldest unread message is past the grace period (in case the visitor is about to come back).
• The conversation is no longer in the escalated-and-waiting state — once a human picks it up, replies become eligible for the follow-up email.

Subsequent unread replies in the same conversation are deduplicated, so the visitor will not receive the same message twice.