Last verified: October 10, 2026
What You Can Now Do
Context Memo can now send a customer an email follow-up with a time promise when your brand chat cannot answer their question, so an unanswered inquiry doesn't disappear the moment the tab closes. Before this, a question outside the chat's knowledge ended in a dead end: the visitor got a polite non-answer and no path forward, and you had no record that anything was owed. Now the chat performs a soft landing, acknowledges the limit plainly, and puts a dated commitment in the customer's inbox. The task that changes for you is triage. Instead of guessing which conversations went nowhere, you work a list of questions your content could not answer, each one already tied to a named recipient and a response deadline.
Where It Is in Context Memo
This lives in the brand chat area of your workspace, alongside the rest of your chat configuration. That screen now carries the follow-up behavior for unanswered questions: whether the email is sent, the sender and reply address it goes out from, and the response window quoted to the customer. If you have more than one chat deployment, the setting applies per chat, not account-wide.
How to Use It
- Open the brand chat area and turn on the email follow-up for unanswered questions. The chat's fallback response changes immediately from a flat refusal to a soft landing that tells the customer an email is coming.
- Set the sender and reply-to address. Use a monitored inbox or a shared alias your team actually reads. Replies land where someone can act on them.
- Choose the response window you quote. This is the time promise the customer sees in writing, so set it to a commitment you can meet on your worst week, not your best.
- Ask the chat a question it cannot answer and confirm the email arrives. Check the wording, the reply address, and that the quoted window reads correctly in your template.
- Review the unanswered questions the chat captures. Each one is a gap in what your published content tells an AI model about you, and the same gap shows up in scans when a buyer runs that prompt against ChatGPT, Claude, or Perplexity.
- Turn the repeat questions into a memo and publish it to your domain. The chat answers it next time, the follow-up email stops firing for that topic, and the answer becomes citable source material.
Why We Built It
Customers told us the same thing in different words: they asked the chat something real, got told it didn't know, and then lost track of the question entirely. There was no ticket, no thread, no idea whether anyone on your side had seen it. That cost on two fronts. The buyer walked with an unresolved question about your product, which is exactly the moment a model's version of your positioning fills the vacuum. And your team lost the signal: the unanswered questions are the clearest evidence of what your content does not yet cover, and they were being thrown away one conversation at a time.
What It Does Not Do Yet
The email commits to a time. It does not answer the question. A person on your team still has to write the reply and send it, and the system does not track whether you hit the window you promised. Treat the quoted response time as an obligation you are taking on, not one the product enforces for you.
The time window is a setting you choose, not a calculation. It does not adjust for weekends, holidays, time zones, or current queue depth, so pick a window that holds across all of them.
This is a follow-up mechanism, not a help desk. Context Memo does not replace a ticketing system or a CRM for case management, and it isn't trying to. If you need assignment, SLA reporting, or escalation paths, route the replies from your monitored inbox into the system that already owns that workflow, and keep Context Memo focused on closing the content gap that caused the dead end in the first place.