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How to Customize Offline Messages Window


The Offline Message feature allows your customers to send messages even when the Chat is offline. In this case, when a customer submits an offline message, it is converted into a ticket and is sent to your ProProfs Live Chat tickets dashboard.


Follow the steps below to customize offline message:

Step 1: On your ProProfs Live Chat dashboard, click Settings.


Navigate to Settings


Step 2: Under Chat Window, navigate to Offline Message. You will find two options - Custom Fields and URL. Custom Fields provides you with a template that you can customize with several fields to create a survey that can be used when the chat is offline. On the other hand, the URL option enables you to add a link to an existing survey that you want to use as an Offline Message form.


Configure offline message


Step 2.1: The URL option allows you to integrate a survey either from ProProfs Survey Maker or from a third-party. Just add the URL in the URL text box and click Save.


Add ProProfs Survey Maker Form


Step 3: The Custom Fields option provides several customizable fields such as Header, Greeting, Post Submit Message, Offline Subject, and more. Each of these fields is explained below the following screenshot:


Provides several customization fields


  1. Header - This tells the chat status; for example, in the preview, it says "Chat is currently offline".
  2. Greeting - This is the text right below the Header and it prompts the user to leave a message.
  3. Post Submit Message - As the title suggests, it is an acknowledgment message after a user submits a message.
  4. Submit - This is the Submit button and can be named something else.
  5. Offline Subject - This is the subject of the email which is sent automatically to the operators, as a ticket, after a user submits an offline message.
  6. Email - Enter the email ID to receive a notification email whenever a user submits an offline message.
  7. Toggle several fields On/Off. You can also add and delete fields. Add a field by clicking the + Add Field option.


The screenshot below represents how the Add Field window looks like. Select which field you'd like to add by clicking the Type dropdown, give a name to it, make it required if you want, and add a validation message along with it:


Add Field


Clicking the Type dropdown displays all the available fields that you can add - Text, Textarea, Radio, Checkbox, Dropdown List, and Privacy Policy:


Clicking the Type drop down displays all the available fields


8. + Advanced - This option allows you to incorporate attachment and captcha verification fields. Their preview can be seen on the right, as shown in the screenshot below.


This option allows you to incorporate attachment and captcha verification fields


Finally, click Save when you're done creating your offline message form.


More Live Chat Customization Options


Video About: How to Customize Your Live Chat Window