Left messages

What are left messages?

From time to time, a customer will start a conversation and no team members will be available to chat. When this happens, they are prompted to leave a message, so they can be notified later when a team member has responded.

If a customer chooses to leave a message, they will be prompted to go into more detail on their request.

How do I know when a customer has left a message?

When you have accepted a chat, there are two ways the Store App lets you know that your customer has left a message and may not be immediately available to respond.

1. Left message alert. You will see a screen to let you know and to remind you to provide as much detail as possible.

2. Customer status. In the chat header, you can see if your customer is ‘online’, meaning you can message them live, or when your customer has left a message and asked to be notified.

Tip: If your customer comes back to the website while you are still in the conversation, their status will change to online.

How should you respond?

When responding to a left message, your goal is to give customers all the information that they need to be able to check out.

Remember, if your customer is not online, they will not be immediately available to respond. This means you will need to reply in detail and try to preempt any questions they might have, so they are more likely to continue with their purchase.

How does the customer get notified of a response?

When you respond to a customer who has left a message, they will receive a notification by SMS or email with a link back to the conversation on the website.

Sometimes, a customer may click through and come back online before you have finished responding. When this happens, you can continue the conversation directly.