When agents are offline (or the user is asking out of the operating hours) you can always use the offline message to ask email to the user.
If the user inserts his email, agents can reply the next business day getting offline conversations from the Unassigned queue (or getting conversations
automatically assigned if you activate the Smart Assignment feature, see below).
Consider that all messages sent in the conversation by the user are recorded, also with no agents available.
To ask email to the user, you can slightly modify the offline messages, as in the following figure:
Then, for the end user:
IMPROVE YOUR OFFLINE EXPERIENCE
To improve your offline experience you can activate the “Smart Assignment” option:
With the “Smart assign” feature you can specify how incoming conversations are automatically distributed to your agents when they are all busy or when your project is out of operating hours.
If you activate this option, when the user will be notified in the first message that all operators are offline (with the customizable offline message) they can anyway write their messages.
The support conversation will be assigned to an agent as soon as they become available.
When they reply, the next business hour, the user will receive the agent’s reply and they can continue conversing by email or chat.
There are more options, like writing your own chatbot who asks for an email to the user, his name, phone number, validate fields etc.
If you are interested in this last option please let me know.