Guys, I would not only upvote this I would argue, “I can’t believe this isn’t one of the highest priority items for Hubspot to do…” All you have to do is look at Intercom (which we moved away from because it has so many limitations) to see how this should be done. They handle chat seamlessly. They ask for an email to make sure the chat will get back to the customer. Then when they determine the customer has been off chat long enough they automatically send any chats not received via email. So for the user of Intercom it’s seamless. You NEVER worry “did the customer see this message” like we all seem to do with Hubspot conversations.
Honestly, not until a few days ago did I even realize that this was happening. I just found it odd that would be customers asking me questions never responded back to me. It happened too often. And only after self-testing did I realize: “What the **bleep**??? Hubspot silently never delivers it? How’s that possible?” And after a small email to support I realized - not only is it possible it’s (so far) by design.
Please, Hubspot, address this issue. I can PM it for you if you need 
Requirements:
- Track whether conversation chats have been seen by the customer or not
- Wait a maximum of 15 minutes since the customer last left chat (you lost the websocket connection presumably)
- If the customer hasn’t been on chat for 15 minutes send any unseen chats in an email to the customer automatically
- If a new chat is sent to the customer and they haven’t been back for 15 min automatically send it via email
- The email sent should have the unseen chats at the top of the email - just like if I were to reply to an email thread so the customer doesn’t think its just a transcript of a chat they’ve already seen
- For any chats that have been sent by email state “Sent by email” under the chat bubble"
Sound reasonable? Please upvote - this is critical - at this point I find myself clicking “Send transcript” to all my useres and leads on chat.