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Customize Auto-Responses in Service Cloud Messaging Channels
Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
| User Permissions Needed | |
|---|---|
| To set up and edit Messaging channels: | Configure Messaging |
| To view channels: | View Setup and Configuration |
To respect your customers’ time, we recommend keeping auto-responses short, around 1-2 sentences. An auto-response can’t exceed the character limit for your channel type.
- From Setup in Lightning Experience, enter Messaging in the Quick Find box, and then select Messaging Settings.
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Find your channel in the list. Click the down arrow on the right-hand side and select
Edit.
Important In Enhanced Chat, clicking Edit shows only some of the channel settings. To edit additional auto-response settings, such as the required level of consent and language-specific keywords, click the channel name in the list of channels. - In the Automated Responses section, enter the messages that you want to send to customers.
- Save your changes.
| Field | Description | Example | Required? |
|---|---|---|---|
| Conversation Acknowledgment | The reply sent to a customer’s initial message. It assures the customer that you received their message. In channels that require customers to opt in to receiving messages, the conversation acknowledgment is sent after the opt-in confirmation. If a bot is in use, the Conversation Acknowledgment field is disabled because the bot responds to the customer’s initial message. In Enhanced Chat and Enhanced Messaging channels, create an auto-response messaging component to use as your Conversation Acknowledgment message. |
Thanks for your message. A service rep will be with you shortly. Just so you know, we record and track conversations to help improve your experience. | No |
| Start Conversation | The message sent to a customer when a service rep joins the conversation. In Enhanced Chat and Enhanced Messaging channels, create an auto-response messaging component to use as your Start Conversation message. | Hello, how can I help you today? | No |
| End Conversation | The message sent to a customer when the service rep or customer ends the conversation. In Enhanced Chat and Enhanced Messaging channels, create an auto-response messaging component to use as your End Conversation message. | Thanks again for contacting us. We appreciate your business. | No |
| Inactive Conversation | (Enhanced Messaging and Enhanced Chat channels only) The message sent when a conversation is automatically marked inactive after a specified period of inactivity. Create an auto-response messaging component to use as your Inactive Conversation message. | It looks like you’re busy, so we’re going to help another customer now. | No |
