Allow messages to still be sent, even when offline (as an option)
While offline mode is a great thing, it would be much preferred in my case to allow messages to still be received through the chat widget, even if all support staff are offline. (I.e. only have an online mode (24/7 mode))
This avoids the user having to change context from messages to emails.
This way when support are back online they can respond to the pending chat messages, in the same place the user is expecting it.
It's similar then to what happens when you get a message from a friend, you just pick up where you left off, instead of context switching to a new medium.
(I understand the need for some sites to not do this, but in my case people use the website regularly and will return to look for their replies)
Cliff
shared this idea
Admintawk.to
(top bird!, tawk.to)
responded
To All Our Valued Users,
Thank you for choosing tawk.to and for sharing your question here.
I would suggest setting the status for all the agents to AWAY.
Setting the status to ‘Away’ lets visitors know your agents are busy and may not be able to answer the chat.
Your visitors will be able to send messages as usual and your agents will continue to receive chats in the Dashboard.
Please note that your ring notifications will still be active and your agents will receive the ring 24/7 by default. You may ask your agents to turn off the ring notifications during the hours in which they are not working.
The following links will help you customize your Away greetings and widget content.
1. Changing the greetings on your widget
https://help.tawk.to/article/changing-greetings-on-your-widget
2. Customizing the widget header and body cards
https://help.tawk.to/article/customizing-the-widget-header-and-body-cards
If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!