How Pippin Saves a Customer's Email Address

Summary

Overview: Leads who reach you by SMS or web chat often arrive with no email address. When such a customer types their email address in the conversation, Pippin saves it on the lead, so quotes and other documents can be emailed to them. This guide explains when Pippin saves an address and what happens to a quote that was waiting for one.

Prerequisites:

• SMS or web chat is connected. See How to Connect SMS With Your Twilio Account or How to Add Pippin Web Chat to Your Website.

How Pippin Decides

1. Which conversations. Pippin saves email addresses only in SMS and web chat conversations. Email leads already have one. Messenger and WhatsApp quotes are sent in the chat, so no address is needed there.
2. When Pippin asks. In web chat, Pippin asks for an email address or a phone number before it proposes a quote or a booking, and whenever the visitor wants to be contacted later. In SMS, Pippin asks for an email address when it has drafted a quote and has nowhere to send it.
3. Only the customer's own address. Pippin saves an address only when the customer clearly gives their own email address for receiving documents. It never guesses one, and never uses an address the customer mentioned for another reason.
4. The address is checked. If what the customer typed does not look like a complete email address, Pippin asks them to send it again.
5. A real address is never replaced. If the lead already has a real email address, Pippin keeps it.
6. Web chat names. A web chat lead starts as Website visitor. If the visitor has not given a name, the lead's name becomes their email address.
7. A quote that was waiting goes out. If your team approved a quote for an SMS lead before the customer gave an address, Pippify emails the quote as soon as Pippin saves the address. It also texts the customer "Sent it to (their address) - check your inbox." Pippin then tells the customer the quote is on its way.
8. A quote still in review. If the quote is still waiting in the Review Queue, Pippin tells the customer it will be emailed to that address shortly.

Limits

• Pippin saves email addresses on SMS and web chat only, not on voice calls.
• SMS needs the Growth plan or higher. Web chat is on every plan.
• Quotes always wait for approval, even after the address is saved.
• Pippin does not text the confirmation to a customer who opted out.

Step-by-Step Instructions

Step 1: See the saved address

1. Open Inbox and click the conversation.
2. In the lead panel, look under Contact. The email address appears once Pippin has saved it. Placeholder addresses are never shown there.

Step 2: Approve the quote, in any order

1. Open Review Queue and find the lead's Quote card.
2. Click Approve & Send.
   • If the lead already has an email address, the quote is emailed now. A web chat lead also gets it in the chat.
   • If an SMS lead has no address yet, the quote is held until the customer gives one in the conversation, then emailed automatically.
   • If a web chat lead has no address, the quote is sent in the chat only.

Step 3: Add or fix an address yourself

1. Open the lead. On the Overview tab, in Lead Details, click the pencil next to Email.
2. Type the address and click Save. See How to Edit a Lead or Change Its Stage.

Verify It Worked

Success criteria:

• The customer's email address appears under Contact in the lead panel.
• For an SMS lead whose quote was already approved, the conversation shows the text "Sent it to (their address) - check your inbox."

Troubleshooting

Common errors

• Pippin asks the customer to send the address again: what they typed was not a complete address. Fix: none needed; Pippin saves it once it is complete.
• The address did not change: the lead already had a real email address, and Pippin never replaces one. Fix: change it yourself in Lead Details on the lead's Overview tab.
• The quote did not go out after the customer gave an address: someone may have been sending the quote from the quote page at the same moment. Fix: open the quote and send it again. See How to Review and Send a Quote Pippin Drafted.

Limitations & considerations

• When an SMS, web chat, WhatsApp or Messenger lead has a real email address, a booking link is also emailed, in addition to the message in their own channel. This needs an email inbox (Gmail or Zoho Mail) to be connected. Without one, the link goes out on the lead's own channel only.

Next Steps & Related Resources

• Next steps:
  • How to Review and Send a Quote Pippin Drafted
  • How Pippin Saves a Visitor's Phone Number
• Related articles:
  • How Pippin Drafts a Quote
  • How Pippin Sends a Booking Link
  • How to Connect SMS With Your Twilio Account
  • How to Add Pippin Web Chat to Your Website
  • How to Read a Lead's Profile

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/19/2026