Email

Email is a two-way conversation channel. Lane.Chat can send a visitor a copy of their conversation by email, and when the visitor replies to that email, their reply flows straight back into the same conversation — so a chat can continue asynchronously after the visitor leaves the widget.

How it works

• A visitor receives an email containing the conversation, sent from your configured address.
• The visitor replies to that email, and their message appears in the same conversation in your workspace — no new ticket, no lost context.
• Agents keep replying in the workspace as usual; while the visitor is away, their replies reach the visitor by email.

Everything the visitor needs is in the email they receive — there is nothing for them to install or sign up for.

When a visitor gets emailed

An email goes out only when the visitor is away (not actively in the widget) and has an email address on file. Triggers:

• Manual — an agent chooses Email transcript to visitor from the workspace.
• On close — when enabled, closing a conversation emails the visitor the transcript.
• Offline reply — when an agent (or AI) replies while the visitor is away, the visitor is emailed so they can continue the conversation. The first email includes the full conversation; follow-ups send only the new messages.

If the visitor is online in the widget, nothing is emailed — they see replies live.

Configuring email

Email delivery uses your configured mail settings. To enable the channel:

1. Set up your outbound mail (SMTP) in settings so Lane.Chat can send email.
2. Make sure visitors have an email on file — collected via a flow (ask_email), a rich‑message form, identify({ email }) from your site, or entered by an agent.
3. Toggle the per‑app options as needed: transcript‑on‑close and offline reply notifications.

For inbound replies to route back into conversations, follow the email setup guide in your dashboard, which walks through the DNS records to add. Once DNS is in place, visitor replies are matched to the right conversation automatically.

Notes

• Keep your sending domain's SPF, DKIM, and DMARC records aligned for good deliverability. The dashboard setup guide lists the exact records.
• Inbound email attachments are not yet supported.