With Freshchat, you get an asynchronous messaging experience, which is the preferred style of engagement among people and businesses today. It allows customers and businesses to communicate at their convenience. Asynchronous messaging offers a continuous thread of conversation similar to iMessage or Facebook Messenger.
If a customer misses your chat message because they are away, Freshchat will deliver your message over email (even if it is a day later, to someone who has reached out to you outside your business hours). The customer can then directly reply back to the email, in which case the reply will be created as a ticket in your Freshdesk account or they can come back to the message thread and send a reply.
This makes the workflow simpler for both your team and your customers. If a customer chooses to engage with you over chat, they can do so, without getting instantly pushed to different medium of communication such as email (which is the case if the chat gets immediately converted to a ticket), unless they prefer it.
Many of our customers who moved from live chat to Freshchat appreciate this workflow once they start adapting to this process.
If you want a separate workflow for your non-business hour chats, you can use Assignment Rules to map all incoming conversations outside your working hours to a different group, and handle it as a separate process, so your real-time engagement can start without the backlog of conversations from the previous day.
Note:You can also bulk resolve chats, that came in during your offline hours, into tickets and engage back from Freshdesk. We recommend this if you want to move the conversations to a team that needs more time to resolve them.