---
title: Routing Rule for Offline Chat
slug: contact-center/routing-rule-for-offline-chat
docTags: 
createdAt: 2025-09-25T19:06:10.202Z
---

# 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:

1. Navigate to **Rule Engine > Routing**.
2. Click to create a **new rule**.
3. Provide a clear **Rule Name** and **Description** (e.g., "Auto-Ticket for Offline Chat").
4. **Add a Condition:**
   - **Field:** Select **Interaction Title**.
   - **Operator:** Select **Starts With**.
   - **Value:** Enter the exact string: Offline chat from:
5. **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**.
6. Click **Save** to activate the rule.