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Offline Message is left by visitors when the status of the chat button is offline. |
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Omni Widget > History > Offline message.
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In the Offline Message page, you will see a list of offline messages, and you can do the following:
Click to select the time range you want to view the offline messages.
Click to select the widget you want to view the widget’s offline messages, or you can input a visitor name to search the visitor’s offline messages.
Select an offline message and click Details icon to view the detailed offline message transcript.
Select an offline message and click Delete icon to delete the offline message.
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Select an offline message and click Details icon to enter the details page. In the details page, you can do the following:
View all the details of the offline message transcript.
Click Send Transcript button to send the offline message transcript to the email.
Click Attach to an Existing Ticket button to attach the offline message transcript to a ticket.
Click New Ticket button to create a new ticket for the offline message transcript.
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Click Send Transcript button to enter the drawer, you can do the following:
(Optional) Edit the subject.
Input the receiver email address.
Check the box to select the visitor’s details to attach to the email.
Click Send.
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Click Attach to an Existing Ticket button to open the pop-up window, you can do the following:
Input the existing ticket number you want to attach.
Click Attach To button.
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The offline message attached to the ticket successfully.
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Click New Ticket button to enter the drawer, you can do the following:
(Optional) Edit the subject.
Select the assigned chat queue, agent.
Select the priority for the ticket.
(Optional) Add a tag for the ticket.
Click Save.
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The new ticket created successfully with the offline message
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