Can I chat with someone who has made contact by e-mail?

If the visitor is still online and you would like to chat with them, you must change your state to Available an then wait for the visitor to refresh or change the page in your website. This way the chat will be active.

The contact invitation chooses the contact channel (chat or e-mail) when the visitor loads your website on their browser. Whether the system chooses one channel or another depends on the operator’s state at that moment (Available or Not available). Even if  the operator changes their state, it is not possible to update the contact channel in the invitation if the visitor does not refresh or changes the page.