How to View/Respond to Offline Messages
With ProProfs Live Chat, you never miss an opportunity to stay in touch with your customers. Leverage offline messages to receive call-back requests & collect customer queries during offline hours.
The offline visitor messages in Live Chat help you to:
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Offer your customers 24x7 support.
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Optimize the user experience and increase conversion rates.
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Easily create tickets for complex queries directly from the offline messages screen. This will work only after enabling the helpdesk.
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Reply via email to acknowledge customer queries, and for further conversation and status tracking of tickets, you can navigate to ProProfs Helpdesk directly.
In this article, you’ll learn:
1. How to View and Respond to Offline Messages
2. How to Create Tickets for Offline Customer Queries
How to View and Respond to Offline Messages
Step 1: In your ProProfs Live Chat account,
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Navigate to ‘Transcripts’ in the upper menu.
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Click on ‘Offline Messages’ on the left panel.
Step 2: On the offline messages screen,
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You will see a catalog of every offline visitor message.
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On this screen, you can filter your offline messages based on their status, i.e., open, sent, and closed.
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You can also download offline visitor messages. Click on the ‘downward arrow button’ to do so.
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Click on the ‘Magnifier Icon’ under the ‘View’ column to open a message.
Step 3: You can respond to the offline message when you open it. Here, you can edit the subject and type in your response.
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You can even create a tag for easy identification of the query. Click on ‘Add Tag’ to do so.
These tags may help you filter offline messages on the main screen.
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Also, you can change the status of the offline message.
How to Create Tickets for Offline Customer Queries
To perform this action, please enable the helpdesk. Go to Settings >> Channels >> Helpdesk.
Learn more about configuring ProProfs Helpdesk from Live Chat here.
To create tickets for offline customer queries,
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Click on the ‘Magnifier Icon’ under the ‘View’ column to open a message.
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Click on the ‘Ticket Icon’ to create a ticket.
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You can find tickets in your ProProfs Helpdesk account, and support agents can resolve those tickets from the helpdesk.
That is all about offline visitor messages in ProProfs Live Chat.