Jesper

Hi!

I'm wondering whether there is any possibility to answer a customer after they've gone offline. It seems like they are viewed as offline if they either close the browser tab, or if they're on their mobile and put the browser application in "idle" for a minute or two, i.e. lock the screen or switch active app, or if they actually close the mobile browser app of course. The thing is, at least in all those mobile scenarios, it's pretty likely that they haven't actually left the chat permanently, but intend to come back.

So the issue I'm having is that if our agents start replying the customer, then the customer goes "offline", which prompts a message saying that the customer went offline and preventing the agent from being able to actually send the message they have put their hart and soul into typing.

Now, if the agent is on his or her toes, they can resume the chat when the customer comes back and their half done message will still be there, which is okay I guess. But if the agent isn't that attentive and the customer sends another message before the agent resumes the chat, it will start a new chat session and the message they typed will be in vain. Wouldn't it be much better if you could still send the message, even though the customer went offline? If the customer comes back, the session resumes automatically regardless of who sends the next message.