How to Customize the Offline Message Form

The 'Offline Message' feature allows your customers to send messages even when the chat is offline. These messages are automatically converted into tickets and added to your ProProfs Live Chat tickets dashboard. 


A single offline message form is associated with a particular operator group. You can create multiple offline message forms by customizing the message template for each group. Alternatively, you can integrate a ProProfs survey or third-party survey as an offline message form.


Here's an example of an offline message form:


Offline message form



  • Never Miss a Support Opportunity: Capture every customer query as a ticket for future follow-up.
  • Track and Resolve Tickets Easily: Manage and resolve issues as soon as you return online.
  • Capture Leads Anytime: Collect information from potential customers, even while you're offline.


Key Sections Covered:


1. How to Customize the Offline Message Form

2. How to Add an Offline Message Form Using a URL

3. How to Customize Offline Message Form Text


To Customize the Offline Message Form 


Step 1: On your dashboard, navigate to "Settings" from the menu bar and select "Offline Message" from the left sidebar.



Step 3: Customizing the message form 

  • Choose the operator group for which the offline message form is intended.
  • Select the "Custom Fields" tab to modify the form.
  • Enter the email address where notifications will be sent once a survey is completed.
  • Edit Form Fields:

  1. Click the edit icon (pencil symbol) next to a field to modify it.
  2. Set the fields as Required/Not Required for the user to fill in.
  3. You can change the order of the fields by clicking and dragging them to your preferred position within the form. The drag handle indicates that you can move a field up or down.

  4. Click the 'Save' button to apply the settings.


customize offline mesaage form


Note: To provide customers the ability to include visuals like screenshots with their messages, consider enabling the Allow Attachment option. This feature can be particularly useful for troubleshooting issues, as it allows customers to upload relevant images or documents directly through the form.


Step 3: Adding Custom fields

  • Click "+Add Field" to add new questions like text inputs, radio buttons, checkboxes, dropdown lists, and links to your company's privacy policy.
  • Specify whether fields are mandatory by checking the 'Required' box and customize validation messages if necessary.
  • Click Save to finalize the changes.


add custom fields


To Add an Offline Message Form Using a URL


You can also add an Offline Message Form using a URL. To do so,


Step 1. Select the "URL" tab in the Offline Message customization screen.


Step 2: Enter the form link in the "URL" field.


Step 3: Click 'Save' to apply the new settings.


add offline message form using URL


To Customize Offline Message Form Text


Step 1: Navigate to "Language" from the sidebar on the dashboard.


Step 2: Select the appropriate Group and Language for your offline message form.


Step 3: Customize Text Fields

  • Header: Define the title of your message box.
  • Screen Message: Craft your offline notification.
  • Submit Message: Compose a confirmation message for post-submission.
  • Submit Button: Label your action button.
  • Subject: Specify the subject line for outgoing messages.



After you have set your preferences, click Save to apply the changes.


Note: Any template changes can be previewed in real time on the right side of the screen.


That's all about customizing the Offline Message Form. If you encounter any issues or have any questions, feel free to contact our support team.




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