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05. Automatic messages Settings
3 min
Created by Karine Moreira on 7/23/2024 1:50 PM
Updated by Karine Moreira on 10/4/2024 10:34 AM

Automatic messages are predefined texts that help ensure your customers receive a response while waiting for Support Service from an agent or if all agents are offline.

⚠️ Attention: This feature is available only for Operator and Admin profiles.

How It Works

To use this feature, follow the steps below:

Go to Support Service > Settings > Conversation Settings > Automatic messages > Manage.

On the main screen, you will see the following information:

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

💡 Tip: Use the filters to get specific search results.

Create a New Automatic message

Go to Support Service > Settings > Conversation Settings > Automatic messages > Manage;

1. Click the New Automatic message button;

2. Enter a name for the message;

3. Select the trigger responsible for sending your message:

  • Agent Inactivity: The message is sent after a certain period of agent inactivity.
  • Client Inactivity: The message is sent after a certain period of client inactivity.
  • Queue Notification: The message is sent after a change in queue position.
  • Transfer to Agent: The message is sent after a transfer to another agent.
  • Transfer to Department: The message is sent after a transfer to another group.
  • Welcome Message: The message is sent when the client is assigned to an agent for service.

4. Write the automatic message text;

5. In Add Variable, insert one or more variables to personalize your message: Customer Name, Phone, Email, Agent Name, Ticket Number;

💡 Tip: Variables help fill in information (about the client or agent) and are automatically applied when sending the message. Example: “You have been transferred to Agent {{agent.name}}”.

6. In Delay for Sending, define the time in seconds for sending the message;

7. Choose whether to enable or disable Recurring Sending;

8. Choose whether to enable to make the automated message available for all groups or disable to select one or more specific groups;

9. Click Save.

Done! Automatic message created successfully.

 
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