Win back LiveChat visitors whose chats went unanswered

Every two hours between 9am and 6pm on weekdays, find the LiveChat conversations that nobody on my team actually answered and win those visitors back over email.

Start by pulling the chats that ended since the last run with LiveChat List Archives, then open each one with Get Chat to read the full thread. Count a chat as missed only if the visitor sent at least one real message and no human agent ever replied. Automated welcome greetings, routing messages and bot canned responses do not count as a reply, so a thread where only the bot spoke is still a miss. Skip any chat whose thread already carries the followed-up tag.

For each missed chat, read the visitor name and email address from the pre-chat survey or the customer profile attached to the chat. Then use judgment before writing anything. Skip obvious spam and internal test chats. Skip visitors who came back later the same day and got helped in a later chat, since they already have their answer. If the conversation is sensitive, meaning a billing dispute, a complaint, or a threat to cancel, do not email that person at all: hand them to a human instead.

For everyone else, send a short personalized follow-up with Gmail Send a Message. Restate the visitor's actual question in their own words so it is obvious we read it, apologize briefly for missing them, and answer the question directly when the answer is clear from how similar questions were handled in the other chats you pulled. When the answer is not clear, say we want to help and ask them to reply with more detail. Keep it to a few plain sentences in a human voice, no marketing tone and no invented policy or pricing.

As soon as an email goes out, use Tag Thread to tag that LiveChat thread as followed-up, so the same person is never emailed twice and the tag doubles as a reporting filter inside LiveChat.

Guardrails: cap it at 15 emails per run so a bad classification can never turn into a blast, and never email the same address more than once in any 30 day window. Do not send follow-ups outside business hours; if a run is still working late, hold the remaining sends for the next run.

Close by posting a digest to my support channel with Slack Send a Message: how many chats were missed, how many visitors were emailed, which ones had no email address on file, and the sensitive or high value conversations listed by name with a one line reason, so a support lead can pick them up personally. If nothing was missed this run, post a single line saying so rather than an empty report.