Being offline doesn't mean you have to miss out on connecting with your visitors. Here are five ways to stay in touch and keep communication running smoothly even when your team isn't available.
1. Stay Online with the Mobile App
As long as any agent is logged into the Smartsupp mobile app, the chat will remain online and visitors can start conversations with you. This is the simplest way to stay reachable even when you're away from your desk.
2. Hide the Chat Box When Offline
Prevent visitors from sending unanswered messages by hiding the chat box when no agents are available. This avoids frustration and keeps expectations clear.
3. Activate the Contact Form
When you're offline, enable the Contact Form so visitors can leave their name, email, and message. You'll be able to follow up with them when you're back online. To further enhance this feature, you can configure your Flow (formerly chatbots) to automatically trigger the Contact Form during offline hours. This ensures that visitors can leave their email and message even if the Flow is set to "Transfer to operator." Follow the steps below to adjust your Flow settings for this functionality:
Access the Dashboard: Log in to your Smartsupp.com account and navigate to the Dashboard.
Go to the Automation Section: Locate and click on the "Automation" section.
Select Your Flow: Choose the Flow you want to configure (e.g., "Frequently Asked Questions").
Modify the Flow Settings: Navigate to
Settings > Skillswithin the selected Flow and locate the "Transfer to operator" option.Change the Handover Behavior: Update the "Transfer to operator" setting from "On request" to "Email."
Save Your Changes: Click "Save" to apply the new configuration.
Test the Configuration: Simulate an offline scenario to confirm that the contact form appears, allowing customers to leave their email and message.
Note: While your account is offline, the offline email (contact) form can't be fully removed — after a visitor sends a message, Smartsupp shows the form so their request isn't lost. To avoid showing it, keep at least one agent online or adjust your availability (for example with Office hours). You can also hide the chat box entirely while offline, as described above.
4. Set Up an Automatic Message
Create an automated message informing visitors that you're currently offline and will respond as soon as possible. This reassures visitors and sets clear response time expectations. Alternatively, you can configure your Flow's handover behavior to prompt visitors to leave their email and message when no agent is online. This complements automatic messages by ensuring that customer inquiries are captured for follow-up.
5. Use Office Hours
Define the hours when your team is available so visitors always know when to expect a response. Outside of office hours, the chat can automatically switch to offline mode.