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Automessages

Automessages send automatic messages to your customers while their conversation is being routed β€” typically while they are waiting in a queue to be connected with an agent. They are available for web chat, Facebook Messenger, Instagram DM, SMS, Viber and WhatsApp, and are set up separately for each channel.

To set up automessages, go to Settings β†’ Routings β†’ your channel β†’ Automessages (e.g. Settings β†’ Routings β†’ Web chats β†’ Automessages). You will see an overview of your automessages.

You can view a diagram tree of each automessage by clicking the grey Tree button in the Actions column.

Click the Title of an automessage to open its details or click Add new to create a new automessage. The automessage details will open.

Warning

When you are done creating or editing an automessage, click Save to return to the automessage overview and make sure to click the Apply configuration changes button in the top right corner.

Apply configuration changes button in the top right corner

For web chats, it will take a few minutes for the changes to take effect on your website. If you want to see them immediately, open your website in a new incognito mode window.

Automessage Details

Sandbox

Set up your automessage in this column. If you are editing an automessage, you can compare your new settings to those currently in use in the Production column.

All fields are mandatory except Description and Text.

Fill out the Title and Description.

Next destination: select where the conversation should be routed next.

You can select:

  1. Another automessage.
  2. Terminate. The conversation will end or be offline – select which Terminate option to use.
  3. Queue. Select which queue the conversation will be routed to.
  4. Time condition. Decide where the conversation will be routed depending on the date/time.
  5. Decision tree. Route the conversation to a chatbot.

Message

Time: select the delay between when the conversation is routed to the automessage and when the message is sent. The timer starts as soon as the conversation is routed here – take this into account when setting up multiple messages (Time is not the interval between messages).

Text: enter your message.

Info

Web chat only: offer a switch to click-to-call In web chat automessages, two extra fields let you offer the customer a switch to click-to-call instead of sending a plain message:

  • Type: select Message to send an automatic message, or CTC to offer a switch to click-to-call. Enter your invitation in the Text field. The customer will be able to enter their phone number in the chat. If they do, the chat will end and the activity will be transferred to CTC.
  • CTC queues: select which queue to use if the customer decides to switch to click-to-call. Only visible when CTC is selected under Type.