Live Chat Offline Messaging

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Live Chat Offline Messaging

If you are not logged into the Portal when a customer tries to chat with you, you’ll receive an email notification with their information.

Use the table of contents on the right to quickly scroll to specific sections of this article.

1. Offline Message Overview

Here’s how customers will contact you via Live Chat when you’re offline.

#1: Customer will fill out a contact form.
After the customer clicks on the Live Chat bubble on your website, they’ll see a message that lets them know you are offline.

Here’s what that looks like:

#1: You will receive an email notification.
Once the customer submits the contact form, you will receive an email notification with their name, email address, and message.

Here’s what it will look like:

2. Set Email Notifications for Offline Messages

You can set your Portal up to email you or office staff when a person starts a live chat when you’re not logged in to the Portal. This way, you can get back to them at a later time by responding directly to the customer’s email address. 

*Offline Live Chat messages will not appear in the Portal.

Here’s how to set up email notifications:

#1: Log in to your ServicersWeb Client Portal and navigate to the Live Chat Module Tab.
Refer to TOC Section 1.

#2: Click Enable in the Email Notifications for Live Chat Section
This is the radio button in the Status section.

#3: Add users to receive email notifications
You can choose multiple users from the dropdown list under Who Receives the Notification to receive these emails.

*The recipient must be an active user to receive the notifications.

#4: Set a wait time before email is sent
Choose the amount of time you would like to wait before the email notification is sent. This is in the Minutes To Wait Before Notifieng field.[ If no one gets online or replies to the Live Chat within this time frame, the email notification will be sent to the selected users.

*We recommend setting this to one minute.

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