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 different messages associated with the following actions:

• Customer Hangs Up:
  • A message will be sent to the caller's phone if they hang up while waiting for an advisor to pick up the call (during the ringing phase), after hearing the greeting, or after selecting an option from the call tree. A missed call will be registered on an existing open ticket, or a Missed Call ticket will be created if the “Create a ticket for missed calls” option is enabled for the team. (Ticket creation will also be subject to RLA rules.)
• Customer Leaves Voicemail
• After Successful Phone Call with Ticket
  • Capture Advisor Rating
  • Ask Customer Issue was Resolved
• Customer Sends First Chat
• Request Photo/Video
• Share VoiceHub
• Customer Contact After Hours: Customer's who call when there is not an active ring schedule. 
• Missed Customer Call: 
  • A message will be sent when the customer hangs up while listening to the voicemail message or the call tree options. A missed call will be registered on an existing open ticket, or a Missed Call ticket will be created if the “Create a ticket for missed calls” option is enabled for the team. (Ticket creation will also be subject to RLA rules.)
• 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.