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Let customers know you are out of office with Offline Experience

As a business, you can convey when you are available to your customers proactively in Freshchat with Offline Experience. You can also prompt customers and leads to leaving a message and their email id or phone number which you can use to get back to them later once you are back online.

  1. Setting the right expectations upfront will help prevent customer frustration and also reduce the number of ‘offline’ conversations you might get.
  2. Prompt customers and prospects to leave a message and their contact info. This will be helpful for you to get back to them once you are back online.
  3. Manage all the ‘offline’ conversations separately.
  4. Auto-convert ‘offline’ conversations into tickets to match your workflow.

You can enable the Offline Experience for all your Topics or for specific Topics and when a visitor or customer clicks on a Topic to start a conversation with you, it will be visible to them in Offline mode.

In the Offline mode, the Topic name will have an ‘offline’ label attached to it and there will be an offline prompt for the user to enter their email id/phone number (which you can choose) and a message.

How will the Offline Experience appear for a customer

When a customer clicks on a Topic for which you have enabled Offline Experience, it gets activated. The user will be prompted to enter their email ID or phone number and a message. 

NoteWhen Offline Experience prompt is active the reply text box will not be visible.

Once they enter their email ID and message and hit send, it will appear as a chat message and the reply text box will become visible. 

The customer can still send follow-up messages and they will be appended to the same message thread. The Offline Experience prompt will be triggered again post 30 minutes from the last customer message.


How can team members differentiate Offline messages from normal chat messages?

It is easy to identify Offline messages in Freshchat . Any ‘NEW’ conversation initiated during your out of office hours and reopened conversations (previously resolved and now reopened due to customer's message during your out of office hours) will be affixed with a half-moon icon. This indicates that it is an ‘offline’ message. This will help your team members identify messages that came in during out-of-office hours and prioritize their work.

You can also create custom views specifically for Offline messages.


How to set up Offline Experience 

Go to Admin > Offline Experience > Switch the toggle to Enabled

Select the Topics for which you want to trigger the Offline prompt and add your Offline message. You can also add Offline messages in other languages based on your language settings.

You can choose to get either the user’s phone number or email ID. You can even add a thank you message at the end.


Automatically convert ‘Offline’ messages into tickets

You can do this if you have Freshdesk integration.

Under Advanced settings, move the toggle to the right to enable ticket conversion. Set a duration after which the conversation will be auto-resolved and converted into a ticket. You can also label these conversations for easy identification later.


Some important pointers

  • Once the time duration expires the conversation is resolved and gets converted into a ticket.

  • All the messages the customer sends within this time period gets converted into one single ticket.