When you're offline in your Tidio panel, you can let your visitors know you're unavailable now. Moreover, you can set up offline email notifications and not miss a chat with potential customers.
In this article, you'll learn:
- What the offline widget looks like and how to edit offline message & status
- How to change the status to offline
- How to use offline email notifications
- How to hide the chat widget when you're offline
To learn more about statuses, operating hours, and going offline in Tidio, see our video:
Offline Widget Appearance
The offline widget includes an offline status & offline message. The offline status shows at the top and allows you to display a brief note to let your customers know you are away or when they can expect a reply from you.
An offline message will trigger when a visitor attempts to initiate a conversation, asking your website visitors to leave their email addresses so you can follow up on the query even when they leave your website. That helps ensure that the website's visitors will always see an answer from you.
You can personalize both - the offline status and the offline message in Settings > Channels > Live Chat > Appearance > Widget Visibility in your Tidio Panel.
Changing Status to Offline
There are three ways of changing your status to offline (desktop & web app, mobile app & automatically). Let's go through all of them!
Desktop & Web App
To change the status inside your Tidio web panel or the desktop app - click on the avatar picture at the top right corner of the panel and choose an offline option from the expandable menu next to the bell icon.
Mobile App
To change your status in the mobile app, go to the settings section and ensure the toggle next to the Offline status is turned off.
Operating Hours Setup
To automatically switch the status, enable and adjust the Operator's Online hours to switch you between offline and online statuses at specified times. You can do that by going to Settings > Personal > Operating Hours.
Operating hours work based on your current time zone. Please ensure the correct time zone is set up at the bottom of the Operating Hours section.
To set up the hours when you are online, move the white circle and toggle it between the time you wish to be displayed online.
To delete the time frame and set up your account to be displayed as offline for the whole day - hover the mouse over the blue line and click on the garbage bin. You can add a new time frame again by clicking on the + button in the same place later.
Please remember that if you want to be seen online within your Operating Hours - your Tidio panel needs to be opened up or, in the case of the mobile app - running in the background.
Example
This Tidio user works from 9 am to 5 pm every working day of the week, and after his work, he likes to spend some quality time with his family.
Offline Email Notifications
To receive email notifications while logged out or set to Offline in your Tidio panel, go to Settings > Notifications section.
To enable offline email notifications, ensure the box under the email column is checked for new messages. The new chat request box is checked automatically to ensure you will receive both - the new chat request messages and messages from the conversations you're assigned to.
The email notifications are always sent to the email address you used to create a Tidio account. If would like to add an additional email to keep receiving emails to another personal email address - enable the Forward email notification option and add another email manually.
How do Offline notifications work?
The email notifications work only for the Unassigned conversation for at least 5 minutes. You'll receive a notification to your specified email address 5 minutes after the last message from a visitor was received. The email notification won't be sent if you switch your status to online or pick up a conversation before the 5-minute mark.
The notification email includes visitor data and their chat message to you; you can reply to their message by simply responding to that email notification or logging into your chat panel and answering from there.
If the notification were sent immediately after the first message, you might have many emails about conversations containing only "hello" or something similar. With the five-minute delay, you'll have the complete picture of the customer's issue, and you'll be able to react immediately.
Hide Widget When You Are Offline
You can hide the widget entirely if you don't want to receive messages when you are unavailable. To hide the widget, go to Settings > Channels > Live Chat > Appearance > Widget Visibility and make sure the toggle next to the Display the Chat When You're Offline is turned off.
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