2.4.4 Offline Message
- SUPPORT
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
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Omni Widget > My Widget. Select a Widget from the My Widget drop-down list.
Go to Web Chat > Offline Message.
In the Offline Message page, you can choose to use default offline message window, redirect visitors to a custom page or trigger a flow.
When you choose Use default offline message window, you can do the following:
Set display the team name and agent avatar on the Offline Message window header.
Enter a Greeting Message which will display at the top of the Window.
Set visible and required fields. For the custom fields, you can find more details from 2.4.4 Offline Message | Add Customize Fields.
(Optional) Check the box to enable the system to send the offline message by email.
When you choose Redirect visitors to a custom page, you can do the following:
Input the redirect page URL to the Page URL.
Turn on the toggle key to enable Open page in a new window/tab.
When you choose Trigger a flow, you can do the following:
Select a flow from the drop-down list. When a visitor clicks your offline chat button, a flow automates this process and provides a more personalized customer service experience. About flow settings, you can find more details from4.1 Flows Setup.
(Optional) Turn on the Enable input area toggle key to enable input area when a visitor chat with flow.
By default, the visitor input area inside the chat window is turned off for the flow. If you want to allow visitors to send content to the flow, you can enable it.
Click Save.
(Optional) Click Live Preview button to preview.
Now you have successfully customized your offline message window. The new settings will take effect automatically and immediately. You can click Live Preview to see how the settings work to your satisfaction.
Add Customize Fields
You can add custom fields to collect visitor data based on your business needs.
Click + Add a field.
In the New Field drawer, you can do the following:
Input a field name. The field name will display within the platform, will not display to visitors.
Select a type for the new field, the type including Text box, Text area, Radio button, Checkbox, Dropdown list, Checkbox list.
Click Save.
After creating a new field, you will enter Add an Offline-Message field page. In the Add an Offline-Message field page, you can do the following:
Select an existing field or create a new field in the Field Name.
Input a display name in the Display Name.
Turn on the toggle keys to enable the Visible and Required.
Click Save.
(Optional) Click Edit to enter the New Field drawer to edit the field.
(Optional) Click Edit to enter the Fields list to edit or delete the field.
The fields created by the system can not be modified and delete.
The custom field has been added, you can drag and drop the custom field to reorder it.
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