What happens when a message comes in and no one is there to receive it?

If the chat queue was available and offered to one or more chat operators, but no one answers, you can provide an automatic message to the guest.  This message can provide context such as all staff are currently busy assisting others, and it can provide alternative contact information, such as an email address and/or phone number.  This is called a concierge auto-reply.

If the chat queue was truly offline, in most cases, the guest will not see the chat box at all, because you have provided a custom offline appearance.  However, if the guest tries to send a message to an offline status chat box, they will receive back an automated note, "Message not received." so that they understand their message did not reach you. Your chat box would also have looked offline in that case.  

For texting guests -- because they have a firm identity in their phone number -- we save the offline message and display it for you the next time you log in, so that you can deal with it at that time.  We also tell you how long ago the text message was sent. Don't worry, we also send a customizable offline reply to the guest to let them know you're not there.

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