Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Channels/ FAQ/ How Do I Enable Offline Messages?
Updated on 2023-09-20 GMT+08:00
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How Do I Enable Offline Messages?

Prerequisites

None

Context

  • If the page or interface is integrated into a web client, offline messages cannot be automatically pushed. You need to manually invoke the interface described in Proactively Polling Messages Sent by Agents (poll) to assign offline messages. The push mode is recommended. That is, enable Message Push in the channel configuration. For details, see How Do I Enable Message Push?.
  • Only the web, 5G, email, WhatsApp, SMS, Instagram, and Telegram channels support offline messages.

Procedure

  1. Click to enable Offline Message.
  2. Customize Offline Message Prompt.

    The value can contain a maximum of 256 characters and cannot contain the following special characters: '"/<>\;

    Only the email and SMS channels are not involved.

  3. Set Reassignment Interval (min).

    The value is an integer ranging from 1 to 60. The default value is 30.

  4. Set Reply Timeout Interval (min).

    The value is an integer less than or equal to 10080. The default value is empty, indicating that the timeout period is not limited. The value 0 indicates that agents are not allowed to reply to offline messages.

  5. Set Agent Waiting Timeout Interval (min).

    The value is an integer ranging from 1 to 5 and must be less than that of Prompt Interval for No Reply (min). The default value is 3.

  6. Set Routing Mode. The options are as follows:

    • Skill queue routing
    • Last Agent Mode
    • Connect to Chatbot

    To select Last Agent Mode, enable the last agent mode first and ensure that the configuration is the same as that under Last Agent Mode. For details, see How Do I Enable the Last Agent Mode?

    If you select Connect to Chatbot, set the chatbot access code. For details, see Configuring Intelligent IVR.

  7. Click to enable Automatically reply to each email.

    After this function is enabled, the templates specified in Automatic reply during working hours and Automatic reply during non working hours are used to reply. For details, see How Do I Enable the Auto Reply and Non-Workday Reply Functions?

    Only the email channel is involved.

  8. Click Save And Proceed To The Next Step to complete the configuration.
Parent topic: FAQ