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

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. Choose to enable to make the quick response Available for all departments or disable to select one or more specific departments;
7. Click Create Automatic Message.

Done! The automatic message was successfully created.