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 Can I set up automated response messages?

Automated response messages include three types of basic messages that can be set up to trigger automatically: a welcome message, an away message and an end chat message. You can edit and enable these messages under Touch Preferences in the Automated response messages tab.

  • Welcome message - Prompt a conversation by enabling a friendly greeting or question. Available on web chat only.
  • Away message - Let your visitors know when all your agents are offline to manage expectations outside of operating hours.
  • End chat message - An automated message when the chat ends to include information such as a link to rate the service or just a friendly goodbye.

Once the away or end chat message is enabled, it will be active for Touch web chat, Facebook Messenger, and direct messages received via Twitter.  Automated response messages will never display for Twitter mentions or Facebook posts. The welcome message will only be active on web chat.

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