Offline messages
What happens to a visitor who wants a human when no human is there, and how you follow up.
On this page
The offline form
In any availability state except "available", the widget offers a short form instead of a queue. The visitor leaves their details and message, and the AI chatbot remains available the whole time. The form is an addition, never a dead end.
The message shown above the form is fully editable per chatbot, including a "back at" line when you are outside business hours.
Handling them
- Submissions land under Support → Offline messages with the full conversation transcript attached.
- Mark them handled as you work through them.
- The submitter also becomes a lead, so they appear under Leads with whatever qualification the conversation produced.
- Email notification to your team can be turned on or off per chatbot, and you can set a Reply-To so replies reach your own inbox.
A visitor confirmation is sent by default. The visitor gets an acknowledgement that their message was received. It is a per-chatbot toggle if you would rather handle that yourself.
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