One of the options for bots is to ask a question to get an email address - we use this in combinationwith other questions to get a structured reply back for doing support.
However, if the bot has captured an email address via a question and the visitor then goes on to type something in to live chat - continual.ly will again ask them for their email address to send a reply to - even though they just typed in their email address 2 mnutes ago.
This doesn’t make any sense to me - and it’s not a greatuser experience to be asked to type the same thing in twice in short succession.
I think this should work the same way typing an email into live chat works. If you type a question into live chat you’ll be asked for an email address to reply to. If you then ask another question it doesn’t ask for your email address again because it already knows it.
It should be exactly the same if you’ve just asked for an email address via a bot. From the users perpective there’s no difference between typing their email address in to a bot and typing it in when live chat asks for it. In both cases a both is asking for their email. They don’t want to have to type it again because the first time a bot asked and the second time the live chat asked - they don’t know or care that they’re two different things inside continual.ly.