When you’re offline in your Tidio dashboard, you can let your website visitors know that you’re currently unavailable. You can also set up offline email alerts and never miss a conversation with potential customers.
Widget appearance when offline
The Offline widget includes an Offline Status and an Offline Message . The Offline Status is displayed at the top and allows you to display a short note to let customers know that you are unavailable or when they can expect a response from you.
Offline status is displayed at the top of your widget whenever you are not connected (note that the green dot is not displayed then either):
The offline notification will be triggered when a visitor attempts to start a conversation, and asks site visitors to leave their email address so that you can track the request even when they leave your site. This helps ensure that site visitors always see a response from you.
You can customize offline mode and offline notification in Settings.> Live chat> appearance> Widget availability in your Tidio dashboard.
Change offline status
There are three ways to change your offline status (request, desktop app, mobile app, and automatically). Let’s go over them all!
Desktop application and web application
To change the status in the Tidio dashboard or desktop app – click on your picture in the bottom left corner of the dashboard and turn off the Show Online option:
Mobile app
To change your status on the mobile app, go to Inquiries> Make sure the button next to Offline Mode is off.
Hours of Operation – Automatic Schedule
To start changing your status automatically, enable and adjust your schedule. You can do this by going to Settings> Hours of operation.
The operating hours are based on your current time zone. Please ensure that the correct time zone is set at the bottom of the operating hours area.
To set the hours you are online, move the white circle and position it between the hours you want to appear online.
To delete the time and set your account to offline for the entire day – hover your mouse over the blue line and click the trash can icon.
You can add a new time again by clicking the + button in the same place later.
Please remember that when you want to be visible online during your business hours – your Tidio dashboard needs to be open or, in the case of the mobile app – running in the background.
If you want to have a company-wide schedule, you’ll need to make sure that each person has their own set hours. If you’re the project owner, you should be able to change the hours for each operator by selecting their name from the drop-down menu. Again, you’ll need to make sure they set the correct time zone.
example
This Tidio user works from 7:30 AM to 5:15 PM every Thursday, but on Friday he starts work early, takes a break at noon – and returns for another 2 hours at 7 PM:
Offline email notifications
To receive email notifications when you are not logged in or set to offline in your Tidio dashboard, go to Settings> Alerts in this section.
To enable offline email notifications, make sure the field below the Email column is checked for new messages. The New Conversation Request box is automatically checked to ensure that you receive all new conversation request messages and messages from conversations assigned to you.
Email notifications are always sent to the email address you used to create your Tidio account. If you would like to add an additional email address to continue receiving emails to another personal email address – enable the email notifications option and add an additional email manually.
How do offline notifications work?
Email notifications only work for unassigned conversations for at least 5 minutes . You will receive a notification at the email address you specified 5 minutes after the last message from a visitor was received. The email notification will not be sent if you change your status to online or take a call before 5 minutes have passed.
The email alert includes visitor data and their conversation message to you; you can reply to their message simply by replying to that email alert or by going into your chat board and replying from there.
Hide the widget when you are offline
You can hide the widget completely if you don’t want to receive notifications when you’re not available. To hide the widget, go to Settings> Live chat> appearance> Widget Availability Make sure the button next to Show chat when offline is turned off.
Additional tips for using Tidio
To get the most out of using Tidio, here are some additional tips:
- Set up automated responses: You can set up automated responses to frequently asked questions to save time and improve the customer experience.
- Using statistics: Take advantage of the statistics provided by Tidio to understand the behavior of visitors to your site and improve the service.
- Integration with other tools: Tidio supports integration with other tools like CRM, email, and marketing services, which can improve your efficiency.
- Team Training: Make sure all your team members know how to use Tidio most effectively.
- Periodic checks: Perform periodic checks of the system to make sure everything is working properly.
Common problems and solutions
As with any system, problems can arise with Tidio. Here are some common problems and possible solutions:
- Not receiving notifications: Make sure your settings are up to date and email notifications are enabled.
- The widget is not displayed on the site: Check that the widget code has been inserted correctly on your site.
- Connection issues: If there are connection issues, check your internet connection or server settings.
Using these tips, you can improve your use of Tidio and ensure a better customer experience.