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.