Automatic messages are predefined texts that help ensure your customers receive a response while waiting for support service from an agent or in case all agents are offline, for example.

How it works

To use this feature, go to Support Service > Settings > Conversation Settings > Automatic Messages > Manage.

On the main screen, you can view the following information:

• Name;
• Message;
• Groups;
• Triggers;
• Status (active or inactive);
• Edit and delete options.

💡 Tip: Use filters to obtain specific search results.

Create a new automatic message

1. Go to Support Service > Settings > Conversation Settings > Automatic Messages > Manage;
2. Click the Create Automatic Message button;
3. Enter a name for the message;
4. Select the trigger that will be responsible for sending your message:
   1. Outside service hours: The message is sent when a new service request occurs outside the group's/department's service hours, keeping the contact in the Queue box.
   2. Agent inactivity: The message is sent after a certain period of agent inactivity;
   3. Customer inactivity: The message is sent after a certain period of customer inactivity;
   4. Queue notification: The message is sent when there is a change in queue position;
   5. Transfer to department: The message is sent after a transfer to another department;
   6. Welcome message: The message is sent when the customer is assigned to an agent for service.
5. Write the automatic message text;
   1. In Add custom field, insert one or more variables to personalize your message: Customer Name, Phone, Email, Agent Name, Ticket Number. Variables make it easier to fill in the information (customer or agent) and are automatically applied when sending the message. Example: “You have been transferred to Agent {{agent.name}}”.
      
6. Send Delay: Set the message sending time in seconds.
7. Recurring Sending: When this option is enabled, the recurrence interval will be the same as the sending time.
   
8. Choose to enable to make the quick response Available for all departments or disable to select one or more specific departments.
9. Click Create Automatic Message.

Done! The automatic message was successfully created.