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.
⚠️ Attention: This feature is only available for configuration by Operator and Admin profiles.
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
- Go to Support Service > Settings > Conversation Settings > Automatic Messages > Manage;
- Click the Create Automatic Message button;
- Enter a name for the message;
- Select the trigger that will be responsible for sending your message:
- 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.
- Agent inactivity: The message is sent after a certain period of agent inactivity;
- Customer inactivity: The message is sent after a certain period of customer inactivity;
- Queue notification: The message is sent when there is a change in queue position;
- Transfer to department: The message is sent after a transfer to another department;
- Welcome message: The message is sent when the customer is assigned to an agent for service.
- Write the automatic message text;
- 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}}”.
- Choose to enable to make the quick response Available for all departments or disable to select one or more specific departments;
- Click Create Automatic Message.
Done! The automatic message was successfully created.