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What happens when guests text message us and chat is offline?

1197 views   |   Last updated on Sep 12, 2019    texting

 

There are three options for text message workflow when chat is offline:

  1. Offline auto-reply (default): This is our most popularly used default option.  When guests send text messages and chat is offline, the guest immediately receives a customized "we're offline" auto-reply.  The text messages sent while chat is offline are held and delivered the next time your texting queue comes online.  These offline text messages include an indication of how long ago the guest sent the text.  The operator replies in the chat client and that reply goes back out to the guest as a text message. Please contact support@libraryh3lp.com if you'd like to customize your "we're offline" auto-reply.
  2. Forward the text message to 3mail: When guests send text messages and chat is offline, the text message is automatically forwarded to a 3mail mailbox. Operators can answer the text message in 3mail and that response is translated into a text message and sent back to the guest. Please contact support@libraryh3lp.com if you'd like to use this option.
  3. Nothing: The message is dropped and no response is provided to the guest.  We don't generally recommend this option, but for some workflows it makes sense.  Please contact support@libraryh3lp.com if you'd like to use this option.

 

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