Collect Cases When Your Chat Agents Are Off the Clock

Customers need support day and night, but that doesn’t mean you have to offer 24/7 chat support. Instead of leaving your customers hanging when your agents are off duty, let customers log a case for your team. Rather than showing your customers an offline button when your agents aren’t available to chat, you can give them a button that opens a case form. After they submit the form, your team can handle the issue when they’re back online.

Where: This change applies to Lightning Experience and Salesforce Classic in Professional, Enterprise, Unlimited, and Developer editions, using the Snap-ins code snippet version 5.0 and later.

How: Enable Web-to-Case, turn on offline support in Snap-ins setup, and create your case form. Refresh your Snap-ins code snippet and paste it into your website. If you don’t refresh and paste the snippet, offline support doesn’t work.