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Provide Support offers three options for your live chat behavior when no agents are available:

  • Customizable offline form to send a message to the customer support team
  • Redirection to a different website page
  • Ability to hide your offline live chat button

All these settings can be configured on the Account Settings / Offline Settings page in your account Control Panel.

Customizable Offline form

When you select this option you need to define the email address where the offline messages will be sent. If you leave this field blank, the offline messages will be sent to the email address defined in your account profile.

You can tune your offline form to meet your requirements on the Account Settings / Offline Form page. It is possible to add more fields to it, even custom drop-down lists, which will help collect more details about the nature of the offline request. Additionally, you can customize the text which appears at the top of the form. You can display there your business hours to let your customers know when your team is available to assist them. To customize the offline form text follow the Account Settings / System Messages page in your account Control Panel.

Customizable Offline form opens when your visitors:

  • click the offline chat button on your website. The email with the offline message will be sent to the email defined on the Account Settings / Offline Settings or on the Account Profile page
  • click the offline link next to the offline department on the pre-chat survey. The email with the offline message will be sent to the department’s email
  • click the offline link next to the offline agent on the pre-chat survey. The email with the offline message will be sent to the agent’s email

This form will also open if you use the chat button or chat link without JavaScript on your website regardless options selected on the Account Settings / Offline Settings page.

Redirection when your chat is offline

If you select this option you need to enter the URL of the page which will open after your website visitors click the offline chat button.

Please note! This option works only if you use the chat button code with JavaScript on your website. Otherwise the offline form will open and your visitors will be able to send you offline messages. They will also send you offline messages to the offline agent’s or department’s email if you have agents or departments selection as a bullet list added to your pre-chat survey.

Hiding the offline live chat button

In case you would like not to show your chat button when you are offline, you can choose “Do not show offline chat button on my website” option on the Account Settings / Offline Settings page. To take advantage of this option you need to use the chat button code with JavaScript on your website. Still, your visitors will be able to send offline messages to your offline agent’s or department’s email addresses if bullet list with available departments or agents is added to your pre-chat survey.

Our customer service team will be glad to help you choose the best settings for your offline chat behavior, just click the live chat button on our website and ask your questions!

+1-888-777-9930