We’d love the ability to prompt for a customer’s email address upfront in Breeze AI chatbot conversations—ideally before the customer submits their question.
Right now, the email field only appears at the end if the customer selects that their issue hasn’t been resolved. But many don’t indicate whether their query was resolved, so we’re often left without a way to contact them.
Our team works through each open chatbot ticket manually to assess if the response was appropriate. If not, we move it into our support queue. When there’s no email address, we have to reply via live chat and hope the customer returns to see the message—which isn’t always reliable or efficient.
Having the option to ask for an email address at the start would significantly improve our ability to follow up and resolve queries effectively. It would also improve customer experience by reducing the chance of missed responses.
Happy to share more details or use cases if helpful!