Feature 04 · Email threading
One conversation, from first chat to final email.
Team replies leave as normal email, and customer responses thread back into the same conversation — automatically.
Hand a customer off to email and the thread usually splinters into disconnected tickets.
Support doesn't end when the customer closes the chat widget. With email threading, a team reply leaves your inbox as a normal email, and when the customer responds it lands back in the very same conversation — no new ticket, no broken context.
It works through a per-conversation reply address, so threading is automatic and invisible to the customer.
What you get
Reply by email
Answer escalated conversations and the customer receives a normal email — no need to sit in a chat window waiting.
Responses thread back
Customer replies route straight back into the original conversation instead of starting a fresh, contextless thread.
No ticket juggling
No manual matching, no duplicate threads — the conversation stays whole from first message to resolution.
What it means in practice
- ✓Works hand-in-hand with escalation: hand off in-app, continue over email.
- ✓Customers reply from their own inbox; your team works from yours.
- ✓Each conversation gets its own reply address, so threading just works.
Explore the rest
Drop-in widget
One script tag. Loads in a shadow DOM so your styles never leak — and theirs never leak into you.
02Answers from your docs
Paste your knowledge base or system prompt. The bot stays on-topic and admits when it doesn't know.
03Escalates to humans
When the bot can't help, the conversation lands in your inbox with full context — no lost threads.
05Any model, any time
Built on LLM Gateway. Swap GPT, Claude, or a custom model per project — a config change, not a rewrite.
06Self-hostable
Open architecture on serverless edge infra. Run the whole stack on your own account. No surprise vendors.
Frequently asked questions
How does email threading work?
A team reply leaves your inbox as a normal email. When the customer responds, it routes straight back into the original conversation through a per-conversation reply address — no new ticket and no broken context. The threading is automatic and invisible to the customer.
Do customers have to stay in the chat widget?
No. After a hand-off, customers reply from their own email inbox and your team works from yours. The conversation continues over email while staying linked to the original chat — so nobody has to sit in a chat window waiting.
Will replies create duplicate tickets?
No. There's no manual matching and no duplicate threads. Each conversation keeps its own reply address, so customer responses always land back in the same thread — the conversation stays whole from the first message to resolution.
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