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Going Offline

CHANGING YOUR STATUS

In Tidio, changing your chat from available to unavailable is as simple as logging all of your operators out from the Tidio Panel, or changing their status from “Online” to “Offline”. To do so, click your name or picture at the top-right corner of the panel and choose an appropriate option from the expandable menu below:

Setting your schedule

You and your operators can also schedule your Do Not Disturb Hours, so that your status will be automatically switched to Offline during specific hours.  Just be aware that each operator needs to set their own schedule individually, so if you wish to have a schedule that’s company-wide you’ll need to make sure each person has their hours set.  The schedule can be set up under Settings > Notifications > Do Not Disturb.  Just switch the Enable toggle,  select the day and the intervals at which you wish to be unavailable. If you want to have, DND active on more than one interval just click on “Add new time rule” and set it up just like the first one. Just be sure to save the changes when you are done!

HOW WILL THE CHAT WIDGET APPEAR TO MY VISITORS?

When you are logged out from Tidio or when your status is set to snooze, the appearance of the widget changes to set the expectations of our website visitors.  Firstly the offline bar appears at the top of the widget when it’s opened, letting you set a brief message to inform your customers you are away, or when they can expect a reply.  An offline message will also trigger when any of your visitors attempt to initiate a conversation, asking them to leave their email address so you can follow up on their query when you return.  This ensures your visitors are never left without an answer!

You can personalize both the offline bar and the offline message to your liking by navigating to Channels > Appearance in your Tidio Panel.


RECEIVING EMAIL NOTIFICATIONS WHEN THE CHAT IS SNOOZED

You can also configure Tidio to forward notifications to your email inbox when your chat is snoozed, that way you never miss out on a potentially urgent query.  To enable that, simply navigate to Settings > Preferences and enable the below option:

The Email Notification will be sent 5 minutes after the last message was sent in the chat by the visitor.

HIDING THE CHAT WIDGET WHEN YOU’RE OFFLINE.

Some of you may not want to receive messages when you are unavailable, so we have catered to your needs as well by giving you the option to hide the widget completely.  Just navigate to Channels > Live Chat > Appearance and toggle on the option:


If you have any additional questions or require further assistance, please reach out to us at [email protected], alternatively, you can reach out to us via our Live Chat.

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