How does email relay work?

Fuse IM will automatically relay between visitor and your inbox, and your inbox and visitor when a message remains unread for a specific amount of time (currently 60 seconds) by the respective party. Each side of the conversation has their own timeout.

The email sent to a visitor differs slightly than that sent to an agent, in that the visitor email contains website information and instructions to either reply or return to your website to continue with the chat.

A reply from either visitor or a team operator will route the reply back to the conversation and chatbox as a chat message.