By clicking on Chat options in the chat window (the three dots in the top right-hand corner), you have access to additional chat settings, including Follow-Ups.
The Follow-Ups feature allows you to automatically forward chats to one or more email addresses. This is done by connecting certain email addresses to a success code. The success code that was added to a chat automatically inserts the corresponding email address to the follow-up form. The agent can also add text to the email body. E.g. “Returning customer, needs quick attention!”
How you connect success codes to email addresses is explained here.