Agents can answer the user messages from the notification email directly. By answering to the notification email, all text will be extracted from the message before the quoted original message.
Please note, that:
- Only text is extracted, no image and HTML content;
- All text is extracted, so do not keep your signature;
- The original message must be kept quoted in the answer, because the ID of the conversation is extracted from there.
Communicating through email is usually slower, it takes around a minute until the visitor receives your answer sent by email. This is a bit slow for live chat, so it’s preferred to chat in the web interface.