Configure Offline Messages in Instant Messaging Channels
When a customer reaches out for help and no one’s there to respond, this can lead to feelings of frustration. That’s why Offline Messages exist, to let your customers know you’ve received their message and will get back to them soon.
This article walks you through how to set up and manage Offline Messages in Instant Messaging (IM) channels, whether you’re using a bot or chatting directly with your customers. With the right setup, you can ensure every message is acknowledged, even after hours.
Why Use Offline Messages?
We know it’s hard to provide 24/7 support, and sometimes your team just isn’t available. But your customers still deserve clarity and reassurance.
Here’s how Offline Messages help:
For your business:
- Keep communication professional, even when your team is offline
- Reduce missed chats and improve customer trust
- Offer helpful resources even outside of working hours
️For your customers:
- Know that their message was received
- Understand when they can expect a response
- Get quick links to Help Center articles or other resources
What Is an Offline Message?
An Offline Message is a short, friendly reply automatically shown to customers when:
- They message your team after business hours
- A bot tries to hand off a chat to an agent, but no one is available
It sets expectations, shares availability, and helps the customer feel heard.
Example:
Hey Sarah 👋 Thanks for messaging us! Our team is offline right now, but we’re around Monday to Friday, 9 AM–6 PM. We’ll get back to you as soon as we’re online!
How Offline Message Works
Offline messages are automatically triggered when a customer tries to reach your team through any Instant Messaging (IM) channel, but no agent is available to respond.
This can happen in two main scenarios:
- If the customer sends a message outside your defined business hours, the system detects that your team is unavailable and instantly sends an offline message.
- Even during business hours, if all agents assigned to that IM channel are currently offline (not signed in or inactive), the offline message will still be triggered.
If a bot is involved and doesn’t attempt a transfer, no offline message will be sent.
When Do Offline Messages Appear?
Here’s when customers will see an Offline Message:
Scenario | Will Message Show? | Why |
Bot hands off to agent after business hours. | Yes | Outside business hours; no agent is online |
Bot hands off during hours, but all agents are offline | Yes | No agents available to take over the chat |
Bot hands off, and at least one agent is online | No | Conversation goes straight to the agent |
Bot does not hand off at all | No | No transfer attempt; no offline message triggered |
Customer messages after hours (no bot) | Yes | Time is outside working hours |
Customer messages during hours, but no agent is online | Yes | No agents available, even during business hours |
At least one agent is online | No | Chat is live; no need for offline message |
Business hours are not configured | No | System assumes 24/7 support |
Direct agent assignment without transfer | No | Only transfers or unassigned messages trigger offline reply |
How to enable the offline message
- Click the Setup icon (
) in the top bar.
- Under Channels, click Instant Messaging.
- From the right panel, select Preferences.
- Choose a Department.
- In Preferences, under the Automation sub-tab, use the toggle bar to activate the Enable Offline Message option.
- Compose an away message for your customers and add placeholders to retrieve data quickly.
- For example, $CustomerName. Consider adding something light and friendly like an emoji if it fits your business's persona.
- Preview the composed message, then click Save.
Add Dynamic Content Using Placeholders
You can personalize your offline message using placeholders. Click on any placeholder to include it in your message. When sent, it will automatically be replaced with the relevant contact, agent, or organization details. Learn more
For example, use:
- ${Contacts.FirstName} to greet customers by their first name
- ${Agent.FirstName} to reference the support rep assigned.
Placeholders are available for a range of fields including contact info (like email, mobile, and contact owner), agent details, and organization data (like company name, address, and logo). This helps you keep messages informative, personal, and consistent without manual edits.
What Happens After the Message Is Sent?
The offline message is just the beginning. Here’s what follows:
- The chat stays open (not closed automatically).
- It moves to the Unassigned Queue, so your agents can follow up.
- The customer is informed that their message was received.
- This ensures no conversations slip through the cracks.
Best Practices for a Smooth Setup
Here are our top tips:
- Define business hours for each department.
- Ensure every IM channel is mapped to a department.
- Keep messages simple, warm, and under 1600 characters.
- Include self-service links (Help Center, Product Pages, etc.).
- Test how the message appears after hours.
- Avoid bot hand-offs unless a fallback is clearly configured.
Examples You Can Use
Need inspiration? Here are a few ready-to-use offline messages:
General Support
Hi ${Contacts.First Name}, thank you for reaching out. We’re currently offline. Business hours: Mon–Fri, 9:00 AM to 6:00 PM. We’ll reply soon. For help now, visit: example.com/help
Sales Team
Hey ${Contacts.First Name}, thanks for your interest! Our sales team is offline. Hours: Mon–Fri, 9 AM to 5 PM. We’ll follow up shortly. In the meantime: example.com/products
Technical Support
Hello ${Contacts.First Name}, tech support is unavailable right now. We’re here Mon–Sat, 8:00 AM–8:00 PM. Please leave your message. For system updates: example.com/status
Startup-Friendly
Hey ${Contacts.First Name}! We’re not online right now, but your message is safe with us. Hours: Mon–Fri, 9 AM–6 PM. You’ll hear from us soon! Help Center: example.com/help
After-Hours Escalation
Hi ${Contacts.First Name}, we’ve received your message and created a ticket. Our team works Mon–Fri, 9 AM–6 PM. For urgent help: example.com/help
Frequently Asked Questions
Q. Can I create different offline messages for different IM channels?
A. Yes. Offline messages are set per department. Assign each channel to the right department to customize messages.
Q. What’s the character limit?
A. 1600 characters.
Q. Will customers see the message if agents are idle but still online?
A. No. The message only shows if no agents are marked “Online.”
Q. Can I set messages in multiple languages?
A. Currently, only one message per department is supported.
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