Managing Offline Form settings

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21 Comments

  • Michelle Dong
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    Is the "Offline Form" section still available for Basic accounts? I'm missing it on my account.
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  • Ramin Shokrizadeh
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    Hey Michelle, Thanks for the question. As you are using the contact form via the Web Widget, it removes the offline form functionality in chat. If you want to use the offline form instead of the ticket form in the web widget for some reason, deactivating the contact form in the Web Widget settings will return the offline form settings in the Zopim Widget settings. As a joint Zopim+Zendesk customer, I would personally recommend you use the ticket form in the Web Widget over the offline form. -Ramin
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  • Crawford Philleo
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    Is there a way to append the offline form to include a space for users to leave us more information about their request, like an order number?
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  • Ramin Shokrizadeh
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    Hi there Crawford, Since you are using Zendesk and Zopim, you might want to look at using the Zendesk contact form option in the Web Widget over Zopim offline messages because it allows you to offer a custom field (like an order number). You can get more info on the Web Widget contact form here: https://support.zendesk.com/hc/en-us/articles/203908456-Using-Web-Widget-to-embed-customer-service-in-your-website We have no immediate plans to offer custom fields in the offline form. Thanks, Ramin
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  • Menno Holtkamp
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    We are using the Zopim Chat Widget in combination with our Zendesk account. I am currently trying to change the offline message using the API (not using admin interface so we can maintaining ability for i18n), but it seems this does not work? $zopim(function () { $zopim.livechat.offlineForm.setGreetings('Custom text in local language goes here!'); }); Additionally, we would like to use the general 'set' function: $zopim.livechat.set(); Little documentation can be found about the possible options... Only some trivial settings in the example: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#set Rationale Some of our customers do not understand the concept of "WebShop" and try to place orders through chat, therefore we would like to slightly alter the text to discourage this behavior.
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  • Ramin Shokrizadeh
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    Hi Menno, If you are using the Zendesk Web Widget and want to use the Zopim JS APIs, you need to wrap the code with a : zE(function() { Without using the zE(function() { none of the Zopim specific APIs will get applied. -Ramin
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  • Alejandro Barreto
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    Is there a way to integrate the offline form into a native mobile application (iOS/Android)?

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  • Ramin Shokrizadeh
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    Hi Alejandro,

    Offline form is supported in our mobile SDKs, the docs can be found here:

    https://developer.zendesk.com/embeddables/docs/ios-chat-sdk/introduction

    https://developer.zendesk.com/embeddables/docs/android-chat-sdk/introduction

    Thanks,

    Ramin

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  • Mirjam Happel
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    We have our internal users logged in through SSO, so they don't have to "introduce themselves". More precisely. we don't want them to be able to change the personal details as this creates major issues on the backend. How can I still use the offline form, but not have the requester be able to change the contact details?

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  • Ramin Shokrizadeh
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    @Mirjam I have answered your question in your other post: https://chat.zendesk.com/hc/en-us/articles/217777858/comments/360001287648

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  • Mirjam Happel
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    @Ramin Thank you I just thought to ask here too just in case. thank you.

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  • Marta Van den Bergh
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    Hello,

    I am trying to understand what triggers offline form - no agents online or the office hours? Is there a way to set up the offline form to always appear outside the office hours, even if some agents are online? We use the mobile app and sometimes we forget to switch it off for weekends etc., but we don't want to confuse our users and give them an impression we are ready to attend them.

    Thanks

    Marta

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  • Ramin Shokrizadeh
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    Hi Marta,

    If you are using operating hours, it enforces the agent status (except the logins from the mobile apps). To ensure the widget is set to offline on the weekends while using the mobile apps/operating hours, you will want to use the setStatus API to force the widget to offline on the weekends.

    You can learn more about the setStatus API here: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#setStatus

    Thanks,
    Ramin

     

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  • William Grote
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    Is there a way to adjust the system notification email when the offline form is filled out so that all the agents are Bcc'd the email,  not just added as To ??

     

    Or is there way to admin who gets the offline notification at all, with all the agents getting the same email, the chance for duplicate responses is high

     

    I tested it and the email notification gets sent to every agent and all their emails and names are visible? we have compliance rules that this conflicts with, so for now I have to disable the feature entirely?

     

    From: Zendesk Chat <noreply@zopim.com>

    Date: 9/15/19 9:43 PM (GMT-05:00)

    To: msimpson@rpost.com, wgrote@rpost.com, jchatelain@rpost.com, jmenzin@rpost.com, nvillacarlos@rpost.com

    Subject: Offline Message : testing - please respond to whoever sees this.

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  • Ramin Shokrizadeh
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    Hi William,

    Currently, there is no setting to change the to/bcc logic and we have no immediate plans to change this. The offline message notifications is mostly beneficial for smaller teams/businesses and we recommend larger businesses to use Chat to Support ticket creation instead.

    Creating tickets will help solve the agent conflict problem you described because you can see who is reading/updating tickets inside the Support interface. 

    If you have compliance requirements to follow, your best bet is to get your agents to disable the offline message notification setting or consider moving to the Support product and use ticket creation instead.

    -Ramin

     

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  • Krysta Privoznik
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    Hi there, a couple questions:

    1. How do I ensure that the offline form goes out on weekends?

    2. How do I create a notification to our internal team that an offline form has been filled out and needs follow up?

    Thank you!

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  • Brett - Community Manager
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    Hi Krysta,

    1. You'll want to set up your operating hours under Settings>Account>Operating Hours. You can exclude weekends from here so the offline form is displayed instead.

    2. Each agent can navigate to Settings>Personal>Profile where then can enable the Offline message notification under Preferences.

    Let me know if you run into any issues getting this up and running.

    Thanks!

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  • Donato
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    Hi,

    is there any way to "force" show the offline form during the opening hours?

    My scenario is: I need to reduce the pressure from the chat but only from specific page.

    We activate the chat with javascript call ":$zopim.livechat.window.toggle()"

    Is there anyway to call the offline form directly ? or some similar workaround?

    Thanks in advance

     

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  • Devan
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    Hello Donato,

    The only way to accomplish this natively would be to have all agents go offline. I'll share your question with the rest of our community in our weekly digest and see if anyone can suggest a workaround. 

    Best regards. 

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  • Donato
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    Hello Devan

    thank you for your prompt reply.

    The thing is that I need to stay online for other services as I use the chat in different point.

    Hoping to see some workaround from the community 

    Thanks in advance

     

     

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  • Elissa
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    Hello Donato

     

    A couple work arounds that may be helpful:

    If you'd like, you can use our Web SDK to build a custom chat widget that is more customizable. I expect with that you could create the form you want and have it show up selectively on the pages you prefer. Or, you could create clones of the custom chat widget with and without the form and put different ones on different pages.

    Another alternative (if you also have the Support product) would be to use the Web Widget instead of the Chat Widget. The Web Widget allows you to have custom forms, and you can use the "suppress" function of the web widget API to selectively suppress the form on certain pages and show it on others. You can see more detail on that here: Can I disable some Web Widget features on specific pages.

     

    I hope that helps!

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