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Why are offline messages not being delivered to my email inbox
Issue you are experiencing:

Agents are not getting offline messages in their email inbox. How do I resolve it?

Potential Causes:
  • The email address specified in Comm100 is different from the email inbox you are checking.
  • You are trying to have an offline message sent to multiple email addresses but the format you have used to set this up is incorrect.
  • You have not enabled messages to be sent for the right Campaign.

Solution:

  1. Log in to Comm100 Control Panel.
  2. In the left navigation bar go to the Live Chat tab.
  3. In the Campaign drop-down menu go to the Offline Message tab. In the Email Offline Message section select the option To the following email addresses and ensure that you have the right Campaign selected.
  4. Make sure the email address is correct. Check for typos.
  5. If you have multiple recipients set to receive offline messages add one email entry per line. For example: email1@domain.com, email2@domain.com, email3@domain.com, etc.Offline Message - KB-002 (1).png

Note: If you have checked all and still not receiving Offline messages, you should contact your email service provider or ISP for further testing and analysis at the server level to see if the emails are being blocked for any reason.