Offline Capture

The offline capture in Gorgias Chat is a way to collect customer inquiries when your shop is offline.

Benefits

Offline capture creates tickets that you can reply to via email instead of creating a live chat ticket with little to no information filled in by the shopper.

Benefits include:

Better expectations for the customer/shopper
Easier to keep the chat on outside of business hours

Coupled with the Live Chat setting that you are free to toggle on and back off whenever you want, it allows you to go on lunch breaks and meetings carefree, knowing that your chat will still be available to your customers and that you'll be free to get back to them later.

Please keep in mind that the offline capture setting on chat is mandatory at the moment and can not be turned off. This means that it will automatically be ON outside of your business hours or if you turn off live chat inside business hours.

How it works

Please have a look at the video below to get the best general idea on how this feature can benefit both you and your shoppers:

On the shoppers' end, the form itself is composed of 5 sections. The customer will need to go through all of these sections in order to complete the offline capture:

Subject prompt
The customer can choose one of these prompts or click on Other. If they click on Other, they will have a text field open, with 100 characters maximum to fill.
Message prompt

This is the message asking them to provide additional information.
Email capture
The customer can leave their email here.
Additional information
The customer can add more information here if needed.
Confirmation
A confirmation message will be sent to the customer. The customer can also leave another message which will prompt another form to start if clicked.

Keep in mind that agent availability is not taken into account when it comes to the offline capture. It will trigger based on business hours.

Customization

You can customize the Offline Capture texts by navigating to Settings -> Channels -> Chat -> Your Chat integration -> Language -> On your desired Language click Customize -> Scroll down to the Offline Capture section. You can learn more about customizing the Chat texts by checking our guide.

Limitations

The offline capture is always ON outside of business hours and also if the 'Live chat' is off, it will apply automatically, regardless of your business hours.
The message prompt limit is 5000 characters.
The email in the email capture is limited to 100 characters

FAQs

Did you know that you can set up a contact form in the Help Center?

Learn more in our guide, to see how you could set up a contact form inside the Help Center.

Last reviewed Tue, 28 Nov 23 by Mauricio Salinas