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    Offline Experience

    Why you should set an ample buffer time?

    When you set the buffer time, make sure it has sufficient margin. 


    This will ensure that follow up messages sent by the user within the buffer time are added to the same ticket on resolution. Providing ample buffer time would minimise the creation of multiple tickets for the same conversation.


    Which conversations are marked as ‘offline’ conversations?


    A conversation will be marked as 'Offline' conversation when,

    • It gets started (created or reopened) outside business hours through the Offline Experience flow.

    • An ongoing conversation has a follow-up message outside business hours will be marked as ‘offline’ conversations.

                

    When do we unmark an ‘offline’ conversation?

    We will unmark an offline conversation when,

    • The conversation gets resolved.

    • The end customer messages on the ‘offline’ conversation during business hours.


    How to identify offline conversations?

    How to identify 'offline' conversations? When will a conversation be tagged with a moon icon?


    You can identify offline conversations with a ‘Moon’ icon marked next to it.


    What happens when Offline Experience, Bots, and Business Hours are enabled at the same time?

    Bots take priority over Offline Experience and Business Hours. If all three are enabled at the same time, Bots will override Offline Experience and Business Hours.

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