Routing Rule for Offline Chat
Overview:
The Offline Chat Routing Rule is a critical mechanism for capturing customer chat messages received through multimedia channels (such as WhatsApp, Facebook Messenger, or Twitter DM, typically integrated via Sunshine/Smooch) when agents are unavailable due to non-working hours or holidays. This feature ensures no customer interaction is lost by automatically storing the messages on the Ameyo Application Server and converting them into actionable tickets for agent follow-up.
Key Benefits:
- Complete Message Capture: Prevents loss of customer support requests that occur outside of defined business hours.
- Automated Ticket Generation: Structurally converts raw offline messages into tickets, enabling organized agent workflow.
- Proactive Customer Acknowledgment: Uses an automatic Nodeflow to immediately inform customers that their message was received and an agent will follow up.
Functionality:
1. The Routing Rule
The core function is triggered by an interaction's title, which the system automatically prefixes for offline chats.
Component | Detail |
|---|---|
Input Channels | Multimedia channels (WhatsApp, Facebook Messenger, Twitter DM, etc.) |
Routing Action | Stores the message in the Ameyo Application Server and creates a new ticket. |
Existing Tickets | If a ticket for the customer already exists, new offline messages are appended to it. |
Message Capture Window | Customers have a 2-minute window to send multiple messages, which are all captured and attached to the record. Messages sent after this 2-minute window are not captured by the existing rule logic. |

2. Predefined Nodeflow Messages
Administrators must configure and upload a nodeflow to manage the automated customer responses during offline periods. These predefined messages are displayed to the customer to set clear expectations:
Scenario | Default Message |
|---|---|
Non-working hours | "Sorry, we are currently closed. Please leave a message and we will get back to you during office hours." |
Holidays | "Sorry, we are closed today on account of a holiday. Please leave a message." |
After 2 minutes of chat window | "A ticket has been created with the above details. Our customer care representative will contact you in the next working hour." |

Prerequisites:

- Channel Integration: The multimedia channels must be successfully integrated (e.g., via Sunshine/Smooch).
- Business Hours Defined: Working hours and holidays must be configured in the system to enable the routing rule to correctly identify "offline" times.
- Nodeflow Management: An updated nodeflow must be prepared and uploaded to the system to manage the automated predefined responses.
Usage Instructions:
Creating the Offline Chat Routing Rule
Administrators must configure a specific routing rule to identify and handle these missed chat interactions:
- Navigate to Rule Engine > Routing.
- Click to create a new rule.
- Provide a clear Rule Name and Description (e.g., "Auto-Ticket for Offline Chat").
- Add a Condition:
- Field: Select Interaction Title.
- Operator: Select Starts With.
- Value: Enter the exact string: Offline chat from:
- Add an Action:
- Type: Select Routing Action.
- Select the desired target Campaign and Queue where the offline tickets will be assigned.
- Assign to User: Select None.
- Click Save to activate the rule.