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05. Automatic messages Settings
2 min
Created by Karine Moreira on 7/23/2024 1:50 PM
Updated by Leonora Alves on 2/6/2025 2:02 PM

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.

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