Set up custom Chat messages

Automatic messages

You can display a message to a client when a chat begins.  This can be accomplished in Chat configuration from two places accessible via Setup:

• Chat (formerly Live Agent) | Chat Agent Configurations | Auto Greeting
• Chat (formerly Live Agent) | Chat Buttons & Invitations | Basic Information | Auto Greeting

System Messages

The Chat System by default provides messages with information, progress, status, and errors. These messages appear during operation and handle most use cases. Messages include:

• "Your chat request has been canceled because no agents are available. "
• "You've ended the chat."
• and several others.

Custom Messages

You can provide custom messages to replace or augment system messages.  To do this, you create a Visualforce page that includes CSS and Chat Visualforce Components.  These allow you to add new messages, override system messages, and control the appearance of your Chat.   

Prerequisites:  

• You must have Chat (formerly Live Agent) enabled in your organization
• You must create a Force.com site and uploaded static resources for chat buttons and windows.  

Implementation

• Avoid linking to Salesforce CSS stylesheets 
• Chat Visualforce Components - these enable Chat functionality in your Visualforce page. A list and description of these components is found in the Service Cloud Chat Developer Guide .  
• Chat Visualforce Components Code Sample -  the example shows a message added while chat is being loaded "Please wait while you are being connected to an available agent". It also demonstrates usage of .liveAgentStateWaiting CSS to control display of this message.