# Reply emails to visitors who left the chat

Source: https://frosvo.com/docs/reply-emails-to-visitors-who-left
Updated: 2026-10-22

When a visitor gives an email and leaves before your team answers, Frosvo emails your reply for you and links back to the chat. Here is how it works and how to control it.

People close the tab and move on. If they left an email address, you can still reach them.

## What happens

1. A visitor writes to you and gives their email address.
2. They leave the website before your team answers.
3. A teammate replies.
4. If the visitor has not seen the reply in the chat after about **three minutes**, Frosvo emails it to them.

If your team sends several short replies in a row, Frosvo waits until you have been quiet for a moment and sends one email, so the visitor does not get three.

The email contains your reply and a link back to the conversation. The visitor clicks it and carries on chatting on a full page, signed in as themselves. The link works for 30 days.

The reply in your inbox then shows the [envelope status "Sent by email"](/docs/reply-status-ticks).

## Switch it on or off

The setting is on by default for each website.

1. Go to **Settings → Widget** and open the website.
2. Find **Email replies to visitors who left**.
3. Switch it on or off. The label explains: "On, if they gave an email and haven't seen it in 3 minutes".

Turn it off if you would rather replies stay inside the chat only.

## Where the email comes from

By default it is sent from Frosvo's mail server. To send it from your own address, connect your server in [Email sending](/docs/own-email-sending). Visitors then see your company in the From line.

The email also includes an unsubscribe link. Someone who opts out will stop receiving these emails.

## What is not emailed

- Your private notes.
- The assistant's own replies.
- Replies on other channels such as WhatsApp, which are delivered by that channel.

## If emails do not arrive

1. Open **Settings → Operations → Problems** to see failed emails and the reason.
2. Check your [own mail server settings](/docs/own-email-sending) if you use them.
3. Ask the visitor to look in their spam folder, and read how to improve [email delivery with SPF, DKIM and DMARC](/docs/email-deliverability-spf-dkim-dmarc).

More about setting up the chat is in the [widget settings guide](/docs/widget-settings) and the [chat widget overview](/docs/install-widget).

## Common questions

### When does the email go out?

When a reply from your team has not been seen in the chat for about three minutes and the visitor left an address. Your replies in a row are sent together, after your team has been quiet for a short while.

### Does the assistant's own answer get emailed?

No. Only replies from people on your team are emailed. The assistant answers while the visitor is still there.

### Does the visitor reply by email?

They click the link in the email, which opens the same conversation in a full page chat. A mailbox connected over IMAP is a separate feature for mail sent to your support address.

### How long does the link last?

30 days. Anyone who has the email can open the conversation, so visitors should treat it as private.