How to View/Respond to Offline Messages


With ProProfs Live Chat, you can maintain constant communication with your customers, even during offline hours. Offline messages allow you to receive call-back requests and collect customer queries for later response. In this article, we'll guide you through the process of viewing and responding to offline messages effectively.


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 message 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: Accessing Offline Messages


  • Log in to your ProProfs Live Chat account.
  • Navigate to the 'Transcripts' option in the upper menu.
  • Click on 'Offline Messages' in the left panel.


Navigating to Offline Messages


Step 2: Exploring Offline Messages


  • On the offline message screen, you'll find a catalog of every offline visitor's message.


Catalog of Offline Messages


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


Filtering the Offline Messages


  • To download offline visitor messages, click on the downward button.


Downloading offline visitor messages


  • Open a message by clicking on the magnifier icon under the 'View' column.


Viewing an Offline Message


Step 3: Responding to Offline Messages


Responding to a offline message


  • For easy identification, you can create tags by clicking on 'Add Tag.'


These tags may help you filter offline messages on the main screen.


Filtering based on tags


  • Change the status of the offline message (if required).


Changing the status of an 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.


Creating Tickets for Offline Customer Queries


  • Open a message by clicking on the magnifier icon under the 'View' column.

  • Click on the 'Ticket Icon' to create a ticket for the offline customer query.


Creating a ticket from the offline visitor message


  • Tickets will be accessible in your ProProfs Helpdesk account, where support agents can address them.


Congratulations! You've learned how to effectively view, respond to, and create tickets for offline messages using ProProfs Live Chat. For further assistance, feel free to contact our support team.



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