What will customers see when all of our agents are offline?
The customer experience depends on your Chat version, and your settings.
Select your Chat version from the options below:
Integrated Chat experience
- If you use the integrated Chat experience, and have the contact form enabled on the web widget, the contact form is what the customers will see.
- If chat is the only channel enabled on the Web Widget, you will have the option to enable the Offline Form in your chat settings and have this appear when your agents are offline. Otherwise the widget will not appear if Chat is the only channel enabled.
- If you use the Legacy version of Chat, and have the Offline Form enabled, customers will see the Offline Form.
- If the Offline Form disabled, the widget will not appear at all.
For more on determining which version of chat you are utilizing, see this article: Determining your Zendesk Chat account version.