Offline Message window is used for your website visitors to leave offline messages when the status of the chat button is offline. Visitors can also choose to leave offline messages if they don’t want to wait for agents to answer their chat requests.
Although offline messages can be viewed in your CloudCX, you can set them to receive them in your email addresses. Customizing the Offline Message window is easy. Follow the instructions to define your own offline message window.
Step by Step Instructions
（1）Log in to the CloudCX Panel.
（2）In the left navigation bar, go to Omni Widget > My Widget. Select a Widget from the My Widget drop-down list,
（3）Go to Web-chat.
（4）Go to the Offline Message tab.
（5）Choose whether to open the Use default offline message window or Redirect visitors to a custom page when visitors click on your offline message button.
（6）If you select Use default offline message window, set the Team Name, Greeting Message, and choose Display agent avatars if needed.
（7）In the Fields section, click the Add a Field link to add new fields.
（8）Set the Visible, Required fields to collect the information you need.
（9）Define your email addresses to where visitors’ offline messages will be sent to.
（10）If you select Redirect visitors to a custom page, fill the Page URL. And you can select whether Open page in a new window/tab.
（11）If you select Trigger a flow, when a visitor clicks your offline chat button, a flow automates this process and provides a more personalized customer service experience.. For more settings about Flow, please refer to Flows Setup.
（12）Select your Flow from the drop-down list.
（13）Click Save.