Offline chats and the two-minute rule

Live chat is only useful if somebody is there. EspressoDesk handles the gap for you.

If no agent replies to a new chat within two minutes, the conversation is marked as an offline ticket. The visitor is told that the team will follow up by email, and the ticket stays in your inbox like any other so you can answer it later.

When a chat is closed, the visitor sees that the session ended and gets a button to start a new one instead of typing into a dead conversation.

If the AI chatbot is enabled on your plan, it answers first from your published articles, which keeps most visitors served even outside office hours.