When a visitor reaches out while your whole team is offline, CornerSpot makes sure their message isn't lost. Instead of leaving them waiting, it turns the conversation into a support ticket — so an after-hours request flows straight into your Support Tickets queue, where you can answer it by email. This guide shows what the visitor sees and how the conversation appears in your Live Chat Inbox afterward.
What the visitor sees when you're offline
If no agent is available to chat, the widget switches to its offline mode. The visitor sees the “We're offline right now” message instead of a live composer, and they can leave a message anyway. When they send it, the widget confirms that their request was logged and that your team will follow up — usually by email — so they know they've been heard even though no one answered live.
This visitor-facing experience runs in the embedded chat widget on your website, Members Portal, or any external site, so it isn't shown in the dashboard recording above. The steps below pick up on your side, in the Live Chat Inbox.
How the converted conversation appears in your inbox
Open the Live Chat Inbox at /dashboard/chat/inbox. After-hours messages that became tickets are easy to spot.
1. Filter by the converted status
Use the status dropdown in the inbox toolbar and choose “Away - Converted to Support Ticket.” The list narrows to just the conversations that were converted while your team was offline, and the filter appears as a removable chip you can clear at any time.
2. Find the converted conversation
Each converted conversation carries the “Away - Converted to Support Ticket” status badge, alongside the visitor's name and the origin host the chat came from. That status tells you the visitor messaged while the team was away and the conversation now lives on as a ticket.
3. Open the conversation to reach its ticket
Click the converted conversation. Because the chat thread itself is closed once it's been converted, CornerSpot takes you straight to the support ticket it created — so you land exactly where you can act on the request.
Answering the request
The visitor's message is carried into the ticket, so you pick up right where the chat left off. The ticket sits in your shared Support Tickets queue next to every other ticket, and you reply by email. If the visitor was a signed-in Members Portal member when they messaged, they're carried through as the ticket's requester, so the follow-up is tied to the right person.
Why this matters
Converting offline chats into tickets means after-hours requests are never lost. Whether a visitor reaches out from your CornerSpot website, the Members Portal, or an external site that embeds the widget, their message ends up in one shared queue your team can answer when you're back — turning a missed chat into a tracked, answerable lead.