With Email Continuity, the support process is not interrupted even when the visitor leaves the chat. In the WebWidget, the conversation can automatically continue via email when the visitor leaves the website, or manually if the agent chooses to do so. In WhatsApp, email continuity is always initiated by the agent.

Before manually activating continuity in a conversation, you must enable this feature in the Inbox settings.

👉 To see how to enable email continuity in your inbox, visit our FAQ about Email Continuity.

After configuring, you can manually trigger email continuity for specific conversations, as detailed below.

📧 📩 How to Manually Activate Email Continuity in a Conversation?

1. Access the conversation normally in the panel.

2. At the top of the conversation, click the "Activate email continuity" button.

💡 The button will only be visible in inboxes of type site (WebWidget).

Once activated, an indicator will display showing that the conversation is set to continue via email.

For WhatsApp inboxes, a warning modal will appear to confirm that the agent intends to proceed with this change.

📌 Manual activation of email continuity is not possible if it has not been enabled in the settings.

📌 Manual activation of email continuity is not possible if the contact does not have an email address.

⚠️ IMPORTANT >> Can activation be undone?

No. Once activated, email continuity is permanent for that conversation.

• The conversation will be transferred to the standard email flow.

• Messages will remain visible in the CloudChat panel and assigned to agents as usual, just like any other email conversation.