Personalized messages

Personalized messages

From the 'Custom Messages' section (Management > Custom Messages) within the control panel, you can define a series of messages for a specific situation.

In this section you will find the following options:



Away message:

When a customer enters the chat and no agents are available, a default message appears next to the contact form.
At this point, you can customize this message with your own text. It can also be customized by language using the language selector.



Below the text box above, there is a second section called "CUSTOMER MESSAGES WILL BE SENT TO" where you can configure the email address where all these inquiries will be received. You can add multiple email addresses separated by commas. Don't forget to save your changes.



Inactivity message:

These three predefined messages are automatically sent to the client if they don't respond after a certain number of minutes. This is an automated way to determine if the visitor is still in the session and to encourage them to reply. The system is designed to generate these three automatic messages.

First of all, we can control whether we want them to fire or not (ON or OFF) and on the other hand, we can set the time between messages to SLOW or FAST mode.



Info
In SLOW mode, the first message is triggered 10 minutes after the agent last typed. If the visitor types, the process stops.
The second message appears 6 minutes after the first. If the visitor types, the process stops.
And the third message appears 4 minutes after the second inactivity message. Once the third message is displayed, the session ends.

In total, inactivity in SLOW mode lasts 20 minutes. After 20 minutes, the session will be closed.

Info
In FAST mode, the first message is triggered 5 minutes after the agent's last typing. If the visitor types, the process stops.
The second message appears 3 minutes after the first one. If the visitor types, the process stops.
And the third message appears 2 minutes after the second inactivity message. Once the third message is displayed, the session ends.

Inactivity in FAST lasts a total of 10 minutes. After 10 minutes, the session will be closed.

Each message can be configured by language using the language selector.

Common Phrases:

This section is used to create text 'shortcuts' that speed up conversations with customers.

There are COMMON PHRASES and PERSONAL PHRASES.
Common phrases are shared by all registered agents on the panel.
Personal phrases are unique to each agent. In this section, each agent can create their own shortcuts, which will not be visible to other agents.


Info
Once shortcuts have been created, they will appear within the co-hosting interface when agents assist customers. Clicking on predefined messages will display both standard and personalized messages.



Idea
You can perform a quick search for common phrases by clicking '#' inside the chat box.

Welcome Message:

In this section, you can configure the welcome message that appears when a customer proactively enters the chat for the first time.
You can define the messages according to the language using the language selector.



Warning
If you have an active bot, this message will not appear, as the bot's flow will take over.


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