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Offline Queries

"No query left behind – stay in touch, even when you're away."

Introduction

The Offline Queries module helps ensure every customer message is logged and acknowledged, even when your live agents are offline or unavailable. It's your safety net to avoid customer drop-offs during non-operational hours.

You can send WhatsApp Push notifications, customize Thank You and Offline messages, and track every offline query – all from one centralized hub.

Key Fields & What They Mean

  • 🧑‍🤝‍🧑 Group: Name of the agent group (like “Sales Team”, “Support Group”).

  • 🔁 Customer (Old/New): Indicates whether it’s an existing (repeat) or new customer.

  • 🌐 Source Name: Shows where the query originated – WhatsApp, web widget, etc.

  • 🆔 Source Identifier: Identifies the business source (e.g., WABA for WhatsApp).

  • 🧑‍💼 User Type: Whether the user is a regular or prime customer.

  • 💬 Chat Type: Shows if the message was text, visual (image/video), or audio.

  • 📲 Chat Medium: Specifies how the query arrived: user-initiated, via campaign, or Click-to-WhatsApp Ad (CTWA).

  • ☎️ Customer No./ID: Displays the customer's phone number or unique ID for follow-ups.

  • 🕒 Query Type: Whether the agent was marked as Away or Offline during the query.

  • 📊 Contact Status: Tracks follow-up status:

    • To be contacted
    • Contacted
    • Declined

    Agents can even see which template was pushed and when.

  • 📆 Query Date & Time: Timestamp of when the query was received.

Action Options for Each Query

  1. 🟢🔴 WhatsApp Push:
    • Green = In-session (within 24 hours, Any text)
    • Red = Out-session (after 24 hours, template-based and paid)
  2. 📄 Client Query:
    • View of what message was sent by the customer during bot flow
  3. 👤 Client Info:
    • Get a full snapshot of customer details
  4. ❌ Reject:
    • Reject the query; no future push messages allowed for it

In-Session vs. Out-Session WhatsApp Push

  • In-Session Push (within 24 hrs):

    • 🔓 Any message allowed
    • 💬 No template approval needed
    • ✅ Agents (except Admin) can use it

  • Out-Session Push (post 24 hrs):

    • 🧾 Only pre-approved templates
    • 🚀 Used to re-engage with customers who’ve gone silent
    • ✅ Agents (except Admin) can use it

Reports

All offline queries can be exported from the Download Centre for performance tracking and quality checks.

Automated Response Configurations

Admins can define how and when offline queries are responded to:

  • Option 1 – Instant Response After Agent Becomes Online:
    • ⏱️ As soon as the agent logs in, all assigned offline queries receive WhatsApp push messages using configured templates.
  • Option 2 – Scheduled Push:
    • 🕐 Admin sets specific time slots when push messages go out to all offline queries (e.g., next day 9 AM).
    • ✔️ Both options allow different templates for in-session and out-session messages.

Group Visibility Settings

Admins can define who sees what based on agent groups:

  • 🔒 Restricted View – Agents only see offline queries from their group
    • Example: Sales team can’t see queries meant for Support team
  • 🌐 Global View – All agents can view queries from any group
    • Useful for small teams or cross-functional agents

Pro Tips

  • ⚡ Use bulk push for manual follow-ups—great for follow ups
  • 🧠 Keep templates short, friendly, and action-driven for better replies
  • 🕵️‍♂️ Combine offline query insights with archive chats for better follow-through