Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Multimedia Channels/ FAQ/ How Do I Enable Offline Messages?
Updated on 2025-11-07 GMT+08:00
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How Do I Enable Offline Messages?

After Offline Messages is enabled, an agent can receive offline messages sent by a customer during non-working time or when the agent fails to be connected. The agent can also proactively contact the customer.

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, email, WhatsApp, SMS, Instagram, and Telegram channels support this function.

Procedure

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

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

    You do not need to set this parameter for the email and SMS channels.

  3. Set Offline Message Routing Time Limit.

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

  4. Set Agent Outbound Call Time Limit.

    The value is an integer ranging from 0 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 Called Customer Reply Timeout Period.

    The value is an integer ranging from 1 to 5. The default value is 5 for the email channel and 3 for other channels.

    The value of Called Customer Reply Timeout Period must be less than that of Customer Reply Timeout Period.

  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?

    To select Connect to Chatbot, set the chatbot access code. For details, see Configuring an Intelligent Robot.

    When Connect to Chatbot is selected, the search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the intelligent chatbot can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the intelligent chatbots under the current OU.

  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 The next step or Saved to complete the configuration.
Parent topic: FAQ