Overview

Conversation’s opening messages - messages to be sent at the beginning of a conversation with an end customer.

One-time message - this message will be displayed on a one-time basis (the message sent to the end customer before the conversation’s opening message).

Automatic response - is the automated message sent in response to the end customer’s first message.

Automated response outside of pre-set business hours - a message that will be sent to the customer in the instance of a customer sending a message at a time that is not defined as being within set business hours.

Overload message - message that will be sent to the customer when the agent is busy (you can find an expanded explanation underneath the section titled General Settings in this instruction manual).

Post-completion message - a message sent to the customer once the conversation status has been set to solved.

Automatic messages during waiting times - messages displayed to the customer during the conversation waiting period.

Automatic messages while waiting for the agent’s first response - type here the custom message you want to be displayed while waiting for the agent’s first response.

Time in seconds to display the message after waiting - set the amount of time which must elapse before displaying the waiting message.