Home/Platform/Offline enquiries

Website live chat · Offline enquiries

Keep website enquiries when your team is offline.

Keep website enquiries organised when a live conversation is not possible. SAYLS includes an offline enquiry workspace so your business can review requests and resolve them through a deliberate follow-up process.

Start your 7-day trial Compare plans

7-day platform trial · No credit card required

See the task in actionWebsite chat

Offline enquiryYOUR WORKFLOW

Customer contextCustomer enquiry

Status: Follow-up needed
Workspace: Offline enquiry
Next: Review the workflow

Useful details stay beside the conversation

Capture the visitor’s details for a human follow-up.

The task behind the feature

When 'offline' becomes the end of the customer journey

Your website gets questions outside your staffed hours.

A visitor who arrives outside your team's working hours still has a real question. An empty chat promise creates frustration, while an unstructured email trail can make the enquiry easy to miss later. A dedicated offline enquiry process gives staff somewhere to return to when they are available and helps the business set a more honest expectation.

See how the pieces fit

One practical way to use it

Give the enquiry somewhere to wait for a person.

Start withOne out-of-hours website enquiry

01
Prepare the offline visitor experience
Configure the widget's supported behaviour so visitors understand when a live agent is unavailable. Ask only for the information your team needs to understand the request and make an appropriate response.
02
Review requests in the workspace
Use the enquiries view to inspect incoming offline requests. Give someone responsibility for reviewing them at the start of a shift, rather than assuming the notification alone guarantees follow-up.
03
Resolve after the useful next step
Contact the visitor through the appropriate permitted channel and mark the enquiry resolved when the work is handled. Keep your internal process clear about what 'resolved' means so a request is not closed prematurely.

Keep the next person in the picture.

Tell visitors when a person will review the request and follow through on that expectation.

Why this is useful in practice

A useful next step when the team is away.

A better experience outside working hours

Visitors can still tell you what they need without being misled into waiting for an immediate human answer. Clear wording helps protect trust even when the business cannot respond straight away.

A defined follow-up queue

Staff know where to review requests instead of searching several personal inboxes. A dedicated view makes the work easier to include in the team's normal opening routine.

More accountable enquiry handling

A resolved state gives your team a practical way to distinguish completed follow-up from work still waiting. The value comes from a maintained process, not simply collecting more requests that nobody reads.

Choose a useful starting point

Requests that need a later human response

A service enquiry submitted after closing time.
A shopper asking about an item outside agent hours.
A small team reviewing overnight website questions.

Your first useful workflow

Try offline enquiries with your team.

Capture the visitor’s details for a human follow-up. Start with one out-of-hours website enquiry and review the result before choosing a plan.

Explore your free trial

A little clarity goes a long way

A little more about offline enquiries.

Understand the setup, the costs and the next step before you decide.

Your business has its own questions.Tell us what you need. We'll help you find a useful starting point.

01Does an offline form mean I can market to the visitor?

Not automatically. Use the details for the purpose the visitor expected and collect separate permission where required for marketing. An enquiry is not unlimited consent for future campaigns.

02Will SAYLS answer every offline request automatically?

The offline enquiry workspace records and helps manage the request. Do not promise an automatic answer unless your business has separately configured and tested an appropriate supported response workflow.

03How should we set response expectations?

Use a realistic timeframe your team can meet and review the queue consistently. It is better to explain working hours clearly than to show an instant-support promise your business cannot fulfil.

Keep website enquiries when your team is offline.

When 'offline' becomes the end of the customer journey

Give the enquiry somewhere to wait for a person.

Prepare the offline visitor experience

Review requests in the workspace

Resolve after the useful next step

Keep the next person in the picture.

A useful next step when the team is away.

A better experience outside working hours

A defined follow-up queue

More accountable enquiry handling

Requests that need a later human response

Try offline enquiries with your team.

A little more about offline enquiries.

What works alongside offline enquiries?

Website live chat

Live chat analytics

WhatsApp widgets