Skip to main content
Visitors often want to keep an answer, for example a rule, a fee, or a link to a form. With this setting on, the chat widget shows an Email me this conversation link under the latest answer. The visitor enters their email address, and SiteGPT emails them the conversation as it happened. Chat History shows each email that a visitor asked for.

Before you start

Turn it on

1

Open General settings

In your chatbot’s sidebar, select Settings > General.
2

Turn on the switch

Turn on Let visitors email the conversation to themselves. It is off by default.
3

Save

Select Save Changes.
To turn it off, turn the switch off and save. The link then no longer shows in the widget. With API v2, set emailConversationToVisitor in the general settings section, for example with PATCH /api/v2/chatbots/{chatbotId}/settings/general. See Settings updates.

What the visitor sees

The link shows in the chat widget on your website and on the hosted chat page. It shows under the latest answer, from the AI or from your team, after the answer has fully arrived. WhatsApp, Messenger, email, and the other integrations do not offer it, because the visitor already has the conversation there. Conversations that started through the API cannot be emailed either.
  1. The visitor selects Email me this conversation.
  2. A Your email field opens. If the visitor already gave an email address, for example in a lead form, or is a signed-in visitor, the field shows that address. The visitor can change it.
  3. The visitor selects Send email, or Cancel to close the field.
  4. The widget shows “Sending to” and the address, then “Sent to” and the address when the email went out. If the email could not be sent, it shows “We could not send the email. Try again.”
If SiteGPT refuses the email, the widget shows the reason: The link does not show while an email of this conversation is being sent, after the conversation reached its limit, or after your team resolved the conversation. The line about the last email stays. These texts, and the fixed text of the email, are in English. You cannot change them on the Language & Region page.

What the email contains

The email is the conversation as it was when the visitor asked. SiteGPT does not ask the AI again.
  • Subject: “Your conversation with” and your chatbot name.
  • Sender: your chatbot name followed by “via SiteGPT”. If the chatbot has a working email address, the email comes from that address.
  • Reply-to: the first of these addresses that is set and valid: the chatbot’s Support Email in Settings > General, the first address in your escalation email list if Enable Escalation Notifications is on, or the chatbot owner’s email.
  • The questions: each one under “You asked”, as plain text. Links that the visitor typed are replaced with “[link removed]”.
  • The answers: each one under your chatbot name. A reply from your team shows under the name of the team member, or under “The support team”. Answers keep their bold text, lists, and http and https links. Other formatting and HTML show as plain text.
  • Sources: the source links of each AI answer, unless Hide Sources is on in Appearance.
  • Footer: your chatbot name and “is an AI assistant. It answers from the pages and documents it was given. Check the linked page before you act on an answer.”
A long conversation shows only its latest messages, and the email says so. For the numbers, see Emailed conversations.

What your team sees

In Chat History, the conversation shows one line for each email that the visitor asked for. The line is on the visitor’s side, under the last message before the visitor asked: Team members who can read the chatbot’s conversations see these lines. See Review conversations. The address that the visitor enters is not saved as a lead. To collect contact details, use a lead form.

When the records are deleted

SiteGPT keeps the address, the time, and the status of each email with the conversation. They are deleted with the conversation: when you delete it in Chat History, when you select Delete Visitor Data, when a custom retention period deletes it, and when you delete the chatbot. SiteGPT cannot take back an email that it already sent.

HIPAA workspaces

For a chatbot in a HIPAA workspace, visitors cannot email a conversation. In Settings > General, the switch shows off, you cannot turn it on, and it says “Not available for HIPAA workspaces. Conversations are not sent by email.” The widget does not show the link. In API v2, GET returns emailConversationToVisitor: false, and a request that turns it on fails with 403 HIPAA_CONVERSATION_EMAIL_DISABLED and “Visitors cannot email conversations in a HIPAA workspace, so this setting cannot be turned on.” If SiteGPT cannot check the HIPAA status, the request fails with 503 HIPAA_CHECK_UNAVAILABLE. See HIPAA.

Check that it works

  1. On your chatbot’s Dashboard page, open Chat with your chatbot, or open your website in a private browser window.
  2. Ask a question and wait for the answer. Email me this conversation shows under it.
  3. Select it, enter your own email address, and select Send email. The widget shows “Sent to” and your address.
  4. Open the email. It has your question and the answer, with the source links.
  5. In Chat History, open the conversation. The line “The visitor emailed this conversation to” and your address shows on the visitor’s side.

Troubleshooting

SiteGPT tried to send the email more than once, and every try failed. A waiting email also fails when the setting is turned off, or the conversation is deleted, before it goes out. The visitor can select Email me this conversation again, until the conversation reaches its limit. See Emailed conversations.
If Chat History says that the email was sent, ask the visitor to check their spam folder and the address in the line.