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Routing incoming messages when chat is offline

We're actively rewriting our user guide, so check back for improved coverage.

Kayako has a feature called 'Message Routing' for creating tickets from offline messages when live chat is offline. The message routing feature allows the clients to leave offline messages via the live chat window when no staff user is available for chat.

This feature can be enabled from Admin CP > Live Chat > Message Routing.

The actions that can be performed on the offline messages coming from the help desk client interface are as follows:

  • Log message in the live support messages area in the staff control panel: The messages will also be stored in Staff CP under Live Support > Messages/Surveys
  • Route to a new ticket: Check this box and select the department to which the offline message should be routed as a ticket. The departments which are assigned to live chat module will only be shown here.
  • Route to specific email addresses: Check this box if you want the offline messages to be forwarded to an email address or multiple email addresses. Multiple email addresses should be separated by a semi-colon (;)
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  1. Sukhpreet Anand

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