An offline message in Zoho SalesIQ is a message submitted by a website visitor when the chat widget is in offline mode (no operators are available). The visitor enters their name, email, and query through the offline message form, and the message is stored in Zoho SalesIQ for operators to respond to when they are next online.
When all operators are offline or away, the Zoho SalesIQ widget can switch to offline mode, displaying the offline message form instead of the chat window. This ensures that visitors always have a way to contact you, even outside business hours, without receiving a poor experience of a chat queue with no response.
When operators log back in, offline messages appear in the conversation queue. Respond via email (Zoho SalesIQ can send email replies from the conversation view) or follow up with a phone call if the visitor provided a number. Aim to respond to offline messages within one business hour.
The Offline Message form can collect the visitor’s name, email address, phone number, company name, and their message. Custom fields can be added to capture product interest, department, or any other data relevant to routing the follow-up. All submissions are stored as conversation records in SalesIQ and can trigger email notifications to the team.
Yes. Offline messages can be routed based on department or custom criteria. For example, if the visitor selects ‘Sales’ in the offline form, the message is assigned to the Sales Department. Routing rules work the same as for live chats, ensuring the right team sees and follows up on each offline submission.
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