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.
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.
We will unmark an offline conversation when,
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.
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.