Responding to offline messages via Ticketing
The instructions below are for desktops and laptops only.
When a visitor sends a message while your widget is offline, it’s sent to your Inbox, where you can easily convert it into a support ticket. This allows you to respond to visitors even when you're not available for live chat.
Here's how to manage and respond to offline messages in your Inbox:
1. Log in to your tawk.to account.
2. Select the correct property.
3. Click Inbox in the top menu.
4. Your offline messages will be listed in your Inbox. Click an offline message to open it.
5. Click Create Ticket at the bottom of the message.
6. The Create Ticket form will appear on the right.
7. You'll need an email to create a ticket from an offline message. If you've included the email field in a pre-chat or offline form and the visitor has filled it out, their email will be added automatically.
If the visitor’s Email Address is in the system, their email will be selected by default.
If you’d like to use a different email, click the Email Address drop-down and select New Email. Then, enter the email address you would like to use.
8. Enter your Message. You can also add Attachments and Tags.
9. Click Create. Your offline message will be converted into a support ticket, and your response will be emailed to the visitor.
You can assign the ticket to team members, add tags, and set the priority.
See these guides to learn more:
How to respond to a ticket
Assigning tickets
Tagging tickets
Setting ticket priority
Exporting tickets
Important considerations
If the visitor doesn’t provide a valid email when submitting the offline message, you won’t be able to respond to the message from your Inbox.
You can receive offline messages via email by enabling Mail Notifications. Learn more here: Adjusting mail notifications
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