Follow-up requests left in the chat
When a shopper leaves their details for your team, where the request arrives and what it contains.
Last updated · 24 Oct 2026Conversations & handoff
A follow-up request is made when a shopper gives the assistant their name and an email address or phone number so your team can follow up. That happens because the assistant offered, or because the shopper gave them on their own. Follow-up requests come with every plan.
When the assistant offers
Once a shopper has asked about a product, the assistant may end a reply with one short, optional offer to take their details. It answers their question first, and offers at most twice in a chat. It offers only so your team can follow up on that conversation, never for updates, news or marketing.
It doesn't make the offer:
- in a reply that adds to the cart, or while the shopper is asking about their cart or checkout;
- when your team can already reach them, because they gave contact details earlier in the chat or they're signed in to their customer account on your store.
A signed-in shopper's account details alone don't create a follow-up request. One is made only when a shopper leaves their details with the assistant.
Where it arrives
- In Messages in PixelChat, with a From the chat badge and Left in the chat: followed by the date.
- By email to your store's message email, set in Settings, under How shoppers reach your team. The subject is New follow-up request from and the shopper's name.
What it contains
- The shopper's name, email address and phone number, as they typed them.
- The messages the shopper wrote in that chat, not the assistant's replies. Email addresses and phone numbers they typed in those messages are removed. Order numbers (like #1042) and dates stay.
- At most 2,000 characters of messages. If a chat is longer, the request keeps the newest messages, after (Earlier messages not included.)
A phone number alone is enough: the shopper doesn't need to give an email address.
One per chat. If the shopper corrects their details later in the same chat, the same request is updated. You don't get a second email.
Replying
Reply to the email to answer the shopper, when they gave an email address that can receive a reply. If they didn't, the email says a reply won't reach them, and shows their phone number if they gave one.
If you have no message email set
The request is kept in Messages only, with a Not emailed badge and a note on how to get them by email. Add a message email in Settings, under How shoppers reach your team.
The contact form
Messages a shopper sends with Send a message work as before, and have no badge. See When a shopper needs your team.
How long they're kept
Follow-up requests are kept for 30 days once emailed, or 90 days if they weren't emailed or the email failed. They're included when a shopper asks for a copy of their data, and deleted when a shopper asks for their data to be erased. See How long data is kept and Handling data requests.