It is possible to change the behavior of an engagement based on the status of your agents.
If all your agents are at capacity or offline, the engagement can be configured to behave differently by enabling an offline survey. In the Engagement Portal, go to the Campaign Builder, edit an Engagement and advance to the Engagement studio. Select the dropdown to configure the Offline settings:
Now, when no agents are available, the engagement will present your visitors with a web form, instructing them to "Leave a Message".
As an alternative, it is possible to provide a message on the offline survey with information and links. In order to implement this the steps are as follows:
Add a new custom offline survey from the survey list icon in the Engagement window studio.
If you are using the default (non-editable) Ocean theme engagement window you will need to create a new one to then create a custom offline survey.
Then remove all the default customer questions from the new offline survey and then add a header from the plus + icon with content like this:
Our agents are available 9-5.
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Our support page is <a href="https://support.liveassistfor365.com/hc/en-us">https://support.liveassistfor365.com</a>
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You can email us at <a href="mailto:support@liveassistfor365.com">support@liveassistfor365.com</a>
This will then appear to the customer as:
