Automatic Messages

Automatic messages are presented automatically in the Engagement Window during a conversation, to provide contextual information to consumers about the status of the conversation. For example:

• When the Engagement Window opens
• When an Agent accepts the conversation
• When the consumer is transferred to another Agent

Note: Automatic messages are not to be confused with predefined content (canned messages).

Configuring Automatic Messages

Live Assist has a default set of messages that you configure at the account level. The account administrator, agent, manager, or campaign manager can customize messages for all skills or specific skills according to your business needs. Automatic messages with a skill assigned are only chosen based on the engagement routing skill, not based on the agent who grabs the chat.

To edit an automatic message:

1. Login to Live Assist, and go to the Engage > Campaign Builder tab.
   
2. On the Campaigns page, in the footnote, click on Automatic Messages.
   The Automatic Message library is displayed.
   

   Note: You can also access the Automatic Message library from Engagement Studio > Chat Settings > Customize Automatic Messages.

   
   
3. Select a message to edit.
   The Edit Automatic Message page is displayed.
   
4. In the Text field, enter the relevant message text.
   If required, you can add HTML tags and dynamic text.
5. Click Save.

To translate a message:

1. On the Edit Automatic Message page, next to the default language, click +
   The Engagement Language page is displayed.
   
2. From the Available languages list, select the languages that you want to translate your messages into.
   
3. Click Save.

To customize messages for a specific skill:

1. On the Edit Automatic Messages page, below the message description next to the default set, click +
   
   The skill selection floating window is displayed.
   
   
2. Select the skills for which you want to customize this message, and click Done
   A new tab is added for each skill selected.
   
3. Select a skill tab (for example, LA Bot or Post Chat Bot).
   The related fields for the skill are displayed.
   

   Note: If there is no text input for that skill-related message, the tab is displayed with dashes, and until the text is entered, the default message is used.

   
   
4. Click Save.
   

   Important: You need to save your changes for each skill separately.

Adding dynamic text to messages

Some of the messages can be customized to include dynamic text. Dynamic text changes what is displayed based on the current characteristics of the operator, for example, it could include the Agent’s name. The available options are as follows:

To add dynamic text to an automatic message:

1. Go to the Edit Automatic Message window.
   See: To edit an automatic message

2. Place the cursor where you want to add the dynamic field in the sentence.

3. Click Add dynamic text and choose the text type that you want to add.
   

4. Click Save.

5. Click Done.

Available automatic messages

The default automatic messages in Live Assist are as follows:

• System messages
• Non-responsive messages
• On-hold messages

System messages

System messages are displayed during the conversation to provide contextual information to the visitor about the conversation.

Non-responsive messages

A visitor is considered non-responsive if they have never responded to the chat. The following non-responsive messages are displayed in sequence when the Timeout number of seconds elapses. When the visitor sends a chat message, the timeout count stops and does not restart.

On-hold messages

The following default automatic messages are displayed to consumers when the agent does not respond for a specified amount of time. These on-hold messages are selected randomly, when the Timeout number of seconds elapses. The consumer never receives the same message more than twice sequentially.