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 and status
- How to change the status to offline
- How to use offline email notifications
- How to hide the chat widget when you're offline
Offline widget appearance
The offline widget includes an offline status and offline message.
Offline status
The offline status is shown at the top of the widget 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). It is displayed whenever you are offline (notice that the green dot, normally indicating your online status, is missing then as well):
Offline message
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 inside the Content section, which you'll find by accessing Settings > Live Chat > Appearance in your Tidio panel:
In there, you need to open the Chat tab, and find the texts available to edit:
Changing your 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 and web app
To change the status inside your Tidio web panel or the desktop app - click on the avatar in the bottom-left corner of the panel and disable the Show online option:
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 - an automatic schedule
To start automatically switching your status, enable and adjust your schedule. You can do that by going to Settings > 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.
In case you want to have a company-wide schedule, you'll need to ensure each person has their hours set. If you are the owner of the project, you should be able to change the Operating Hours for each operator by selecting their names on the dropdown menu. Again, you also need to ensure they have the correct time zone.
Example
This Tidio user works from 7:30 am to 5:15 pm every Thursday, but on Friday they start working early, and take some time off in the afternoon - and return for 2 more hours at 7pm:
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 the widget when you're offline
If you'd like to hide your Tidio widget whenever you go offline, navigate to Settings > Live Chat > Appearance, and open the Advanced section there:
Disable the option labeled Display widget when operators are offline if you want Tidio to disappear whenever all your operators are offline:
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