Managing Offline Form settings

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13 Comments

  • Michelle Dong

    Is the "Offline Form" section still available for Basic accounts? I'm missing it on my account.

    0
  • Ramin Shokrizadeh

    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

    0
  • Crawford Philleo

    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?

    0
  • Ramin Shokrizadeh

    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

    0
  • Menno Holtkamp

    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.

    0
  • Ramin Shokrizadeh

    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

    0
  • Alejandro Barreto

    Is there a way to integrate the offline form into a native mobile application (iOS/Android)?

    0
  • Ramin Shokrizadeh

    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

    1
  • Mirjam Happel

    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?

    1
  • Ramin Shokrizadeh

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

    0
  • Mirjam Happel

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

    0
  • Marta Van den Bergh

    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

    0
  • Ramin Shokrizadeh

    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

     

    0

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