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Handling Offline Requests

The Chat Platform has the capability to handle offline user inquiries. The status of the inquiry (online or offline) depends on two states of the conversation - the start state and the current state. These states can either match or differ.

The start state is determined by the status of the service when the visitor started the conversation. If at the start of the chat, there was at least one agent (even if busy) in "Online" status for the department and language the dialog corresponded to, then the dialog will be considered an online request, if there was no such agent - it will be considered an offline request.

The start state of the dialogue affects the following:

  1. Visitor interaction with the service: depending on settings, the chat button may be absent or look different in offline mode than the online button, additional data may be requested, a special message may be displayed, etc.

  2. Which tab the dialogue will be reflected in reports and statistics graphs (Online or Offline).

The current state, on the other hand, is determined by the visitor's state at the current time: if they are on the site (even if the chat widget is closed), they will be online, if they leave the site, "Visitor left the site" will immediately appear in the dialog card in the left panel, after 2 minutes this same message will appear in the dialogue itself. After some time, the dialogue will switch to offline (a message will also be displayed), but the visitor only needs to return to the site to immediately switch back to online.

Current dialog state affects where it goes from the general queue. Online dialog goes to the General Queue section, while offline dialog goes to Offline Dialog (read more about sections here. In other cases, current state does not affect the section.

offline icon

Offline dialogs are considered in the relevant assignment and visibility limits.

Offline dialogs are sent to the email specified in the For Left Messages setting and also arrive as regular dialogs in Agent Workspace, but technical support can disable this feature upon request and they will only go to email.

Even if offline dialogs do not arrive in Agent Workspace, this does not apply to regular online dialogs that changed to offline: they will still be displayed in the relevant Agent Workspace section.