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:

• Offer your customers 24x7 support.

• Optimize the user experience and increase conversion rates.

• Easily create tickets for complex queries directly from the offline messages screen. This will work only after enabling the helpdesk.

• 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,

• Navigate to ‘Transcripts’ in the upper menu.

• Click on ‘Offline Messages’ on the left panel.

Step 2: On the offline messages screen, 

• You will see a catalog of every offline visitor message.

• On this screen, you can filter your offline messages based on their status, i.e., open, sent, and closed.

• You can also download offline visitor messages. Click on the ‘downward arrow button’ to do so.

• 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.

• 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.

• 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,

• Click on the ‘Magnifier Icon’ under the ‘View’ column to open a message.

• Click on the ‘Ticket Icon’ to create a ticket.

• 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.