Teams have the ability to customize the automated chat messages that send to customers after certain activities take place.

How to Customize Chat Settings

• Click the Manage tab and select the team.
• Select Chat and then select Automated Chat Responses.

Under Automate Chat Responses, you should see eight different messages associated with the following actions:

• Customer Hangs Up
• Customer Leaves Voicemail
• After Successful Phone Call with Ticket
  • Capture Advisor Rating
  • Ask Customer Issue was Resolved
• Request Photo/Video
• Share VoiceHub
• Customer Contact After Hours
• Request Approval
• Request Payment

Each of these automated messages has customizable fields or optional components to the message. You'll select between your company name or your team name to be included in the automated chat message, as well as additional optional messages. After you customize a message, ensure you click Save to save your preferences.

For any messages you do not want automated to send to customers, use the “On/Off” toggle to choose which messages to disable. Select Save to save your team specific preferences.