Configure Custom Labels for Enhanced Chat

Custom Labels Dropdown Menus

• In the Language dropdown, select a language that you support end users in. If you support end-users in more than one language, you’ll need to repeat these steps for each language that you support customers in.
• In the Chat Group dropdown, select the part of the chat experience that you want to set custom labels for. Pre-Chat includes anything in an active pre-chat form. Chat in Progress includes labels that appear when a conversation is active. General includes everything else.
• In the Label Group dropdown, further restrict the experience that you want to customize labels for. Each Chat Group has a variety of sub-sections.
• In Label Type, choose the kind of text that you’d like to customize. Standard refers to text that’s accessible to an end user without a screen reader. Accessibility refers to text that a screen reader dictates to an end user. System Messages refers to text that’s generated by the channel, not by a service rep, bot, or Agentforce. System messages are used to communicate important events in the conversation, such as start and end times or changes in participants.

Custom Labels for Standard Text in the General Chat Group

Label	Label Group	Definition
Session ended. Start a new chat...	All or Minimized	The JWT that verified the end user has expired, which resulted in the chat session ending automatically. The end user must request a new chat session.
Got it	All or Minimized	A confirmation text link that closes the notification window. This appears on all minimized state notifications.
New messages	All or Minimized	When the chat conversation window is minimized, and a bot or service rep responds with more than one message, a notification appears to the end user letting them know that they have new messages.
Something went wrong. Log in again to continue your messaging conversation.	All or Minimized	An error occurred with the JWT provided by the end user during a verified chat session. The end user must log in again to continue chatting.
Transfer requested	All or Minimized	A transfer of the chat conversation was requested, either manually by a service rep or automatically as a result of the end user interacting with a bot.
Participant joined	All or Minimized	A service rep or a bot has joined the conversation.
Chat Ended	All or Minimized	Explains that the chat ended due to a JWT expiring on an unauthenticated conversation.
Reconnecting...	All or Minimized	Explains that the chat client is attempting to reconnect after the end user’s network had an outage.
New message	All or Minimized	When the chat conversation window is minimized, and a bot or service rep responds, a notification appears to the end user letting them know that they have a new message.
Transfer canceled	All or Minimized	A transfer has been canceled.
Participant left	All or Minimized	A service rep or a bot has left the conversation, but the conversation hasn't ended.
Close	All or Messenger Window	A text link that lets an end user close the transfer download confirmation message.
Something went wrong.	All or Messenger Window	A generic error message that explains when a request to download the chat transcript fails.
Transcript was downloaded.	All or Messenger Window	A confirmation banner message that appears in the chat conversation window after a successful transcript download.
Downloading chat transcript…	All or Messenger Window	A banner message that appears in the expanded chat conversation window, letting the end user know that their chat transcript download is in progress.
Something went wrong. Try again later.	All or Error	A generic error message that appears to the end user when an org migration is in progress. Enhanced Chat stops working during an org migration, and any messaging sessions that were in progress at the time of an org migration may be lost.
Transferring…	All or Header	A message to the end user letting them know that their transfer is in progress.
Close chat window	All or Header	Hover text for the icon that lets you close the chat window. This icon only appears after the end user selects End Conversation in an unauthenticated messaging session.
Request Chat Transcript	All or Header	The first menu item in the chat conversation window. Clicking this link prompts a download of the chat conversation transcript.
Chat	All or Header	The chat conversation window header.
New participant	All or Header	A service rep or bot has joined the conversation.
Transfer canceled	All or Header	A transfer has been canceled.
Participant left	All or Header	A service rep or a bot has left the conversation, but the conversation hasn't ended.
Conversation ended	All or Header	When a verified conversation ends due to the end user’s JWT expiring, a banner notification across the chat header lets them know.
Reconnecting...	All or Header	Explains that the chat client is attempting to reconnect after the end user’s network had an outage.
End Chat	All or Header	A menu Item in the chat conversation window that lets the end user end the chat.
Minimize chat window	All or Header	Hover text for the icon that lets you minimize the chat conversation window.
Hello, ask me anything.	All or Header	This label isn't in use. Ignore it.

Custom Labels for Accessibility Text in the General Chat Group

Custom Labels for Standard Text in the Chat Group Called Pre-Chat

Custom Labels for Standard Text in the Chat in Progress Chat Group

Label	Label Group	Description
Send message	All or Input Footer	Explains the icon for sending a message in the chat conversation window.
Type your message...	All or Input Footer	Placeholder text that appears in the text input field after a service rep has responded to a chat session.
Start a new chat...	All or Input Footer	Placeholder text that appears in the text input field before a service rep has responded to a chat session.
Awaiting response...	All or Input Footer	A placeholder in the input field when the input field is temporarily disabled. An end user sees their input field temporarily disabled when a bot is typing.
Yes, Leave Page	All or Auto-Response	Text for the button that appears when an End Conversation Auto-Response messaging component, with the Display Method set to Popup Message, is sent to the end user. To stop viewing the component, an end user clicks a backwards arrow, and is taken to a message letting them know that, once they leave the component page, they can’t return to it. This button is a confirmation that the end user is okay with permanently leaving the component.
Back to chat	All or Auto-Response	Hover text for the icon that lets an end user leave the display page for an End Conversation Auto Response messaging component. Specifically, this appears when the Display Method for the messaging component is set to Popup Message.
Leave current page?	All or Auto-Response	Title text that appears in the chat conversation window after an End Conversation Auto-Response messaging component, with the Display Method set to Popup Message, is sent to the end user. To stop viewing the component, an end user clicks a backwards arrow, and is taken to a message letting them know that, once they leave the component page, they can’t return to it.
After you leave this page, you can't return to it.	All or Auto-Response	Body text that appears in the chat conversation window after an End Conversation Auto-Response messaging component, with the Display Method set to Popup Message, is sent to the end user. To stop viewing the component, an end user clicks a backwards arrow, and is taken to a message letting them know that, once they leave the component page, they can’t return to it.
Post-Chat Page	All or Auto-Response	Header text explaining that you’ve landed on the End Conversation auto-response messaging component’s display page.
Cancel	All or Auto-Response	Text for the button that appears when an End Conversation Auto-Response messaging component, with the Display Method set to Popup Message, is sent to the end user. To stop viewing the component, an end user clicks a backwards arrow, and is taken to a message letting them know that, once they leave the component page, they can’t return to it. This button allows the end user to return to the component display page.
Download file	All or File Transfer	When an end user receives a file in the messaging conversation, this is hover text for the button to download that file.
Unsupported file type: {0}. Try again.	All or File Transfer	An error message that appears when an end user attempts to attach an unsupported file type. The {0} variable shows the file type to the end user.
Sending file...	All or File Transfer	If a file sent from the end user isn’t sent to the messaging conversation instantly, this appears to let them end user know that it’s sending.
These files exceed the {1} MB limit: {0}. Try again.	All or File Transfer	Error message that appears if you try to attach a file that’s larger than 1MB.
Add up to 5 attachments.	All or File Transfer	An error message that appears if you attempt to attach more than 5 files at a time from the Attach File icon.
Don't send file {0}	All or File Transfer	When an end user has uploaded a file to the text input footer of the messaging conversation window but hasn’t yet sent the file, an X icon appears to let the end user remove the file. This text appears when you hover over the icon.
Attach file	All or File Transfer	Hover text for the paperclip icon next to the text input field.
Resend	All or Chat Body	Next to the inline error message telling the end user that their text couldn’t be sent, there’s a Resend text button. When the end user clicks Resend, we try to send the same message to the rep.
Delivered	All or Chat Body	This appears when a message is sent to a service rep, but the rep has not yet read it.
Placeholder	All or Chat Body	This appears in place of a messaging component menu selection in the following scenario: When an end user makes a selection from a Question with Static or Dynamic Options messaging component, then either refreshes the page or opens a new page with session continuity, and there is a server error preventing the menu selection from showing up in the refreshed or new page.
{0} sent an unsupported message type.	All or Chat Body	An error message that lets the end user know that a service rep or bot sent an unsupported message. The {0} variable tells the end user who sent it.
{0} says...	All or Chat Body	Text that appears in your browser tab if you navigate away from the page where you’re messaging and a service rep sends a message.
Yesterday	All or Chat Body	A time stamp indicating that a message was sent the previous day.
Sources:	All or Chat Body	Indicates one or more citations in a conversation with an Agentforce Service Agent. While this is customizable for the messaging conversation window, it will always appear as “Sources:” in the downloaded messaging conversation transcript.
Not sent	All or Chat Body	Appears to the end user when a network issue prevents an end user’s message from being sent.
Read	All or Chat Body	Appears to the end user to indicate that a service rep has read their message. Read recipts must be turned on for this to appear.
Revised	All or Chat Body	Explains that the previous version of this message from an Agentforce Service Agent was re-written.
Sent	All or Chat Body	When a message from the end user is successfully delivered to the service rep, the word Sent appears below the line of text.
This conversation ended. Close the chat window and start a new one.	All or Chat Ended	Text that appears when a JWT expires in an unauthenticated messaging session.
You ended the conversation at	All or Chat Ended	Text that appears when an end user ends an unauthenticated messaging session.
Leave Form	All or Secure Form	When an end user clicks the Back to chat arrow after viewing a secure form, a confirmation message appears. The end user can click Leave Form to return to the chat conversation.
Enter the correct input format.	All or Secure Form	A general error message for any secure form field that has a formatting requirement. When an end user attempts to input data into the field in the incorrect format, this error message appears.
Next	All or Secure Form	A secure form presents to the end user as a series of fields to engage with. The end user clicks the Next button to move forward in filling out each field on the form.
After leaving the form, you can open it again in the messaging window. However, your progress isn't saved.	All or Secure Form	When an end user clicks the Back to chat arrow after viewing a secure form, a confirmation message appears. This custom label is for the body of the confirmation message.
Select one	All or Secure Form	When a Secure Form’s dropdown menu only allows one selection, this prompt appears.
Stay on Form	All or Secure Form	When an end user clicks the Back to chat arrow after viewing a secure form, a confirmation message appears. The end user can click Stay on Form to return to the secure form landing page.
Enter a value.	All or Secure Form	When an end user is presented with a required field in a secure form messaging component, this inline message appears to remind them that they must enter a value before proceeding.
Form was submitted.	All or Secure Form	A message that’s send to the end user in the chat conversation window, confirming that a secure form was submitted.
Select a value.	All or Secure Form	When an end user is presented with a required field in a secure form messaging component, this inline message appears to remind them that they must make a selection before proceeding.
Enter text	All or Secure Form	If you include a text input field on a secure form, this is a field prompt that tells the end user what to do with the field.
Submitting form…	All or Secure Form	When a spinner icon appears because it’s taking a few moments to submit a secure form, this message appears.
Submit	All or Secure Form	On the final screen of the secure form flow, the Next button changes to a Submit button. When the customer clicks Submit, their secure form is sent.
Leave this form?	All or Secure Form	When an end user clicks the Back to chat arrow after viewing a secure form, a confirmation message appears. This custom label is for the title of the confirmation message.
Select a date	All or Secure Form	When an end user is presented with a required date field in a secure form messaging component, this inline message appears to remind them that they must select a date before proceeding.
Back	All or Secure Form	A button on a secure form messaging component that lets the end user return to the previous page.
Select all that apply	All or Secure Form	When an end user is presented with a multi-select field in a secure form messaging component, this inline message appears.
We couldn't submit the form.	All or Secure Form	An error message that’s sent to the end user if a secure form can’t be sent.
9+	All or Unseen Messages	When an end user minimizes the chat window and then receives more than 9 messages. This notification appears as a minimized state notification window.

Custom Labels for System Messages in the Chat in Progress Chat Group

Custom Labels for Accessibility Messages in the Chat in Progress Chat Group

Custom Labels for Standard Text in the Fallback Message Chat Group