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 Can I set up automated response messages?

Auto-responders are messages that, if enabled, are automatically displayed to end-users in certain scenarios, e.g. when all agents are busy or when a customer has reached your business outside of support hours. Default messages have been added for each type of auto-responder that you can either use as-is or edit to create custom messages.

To manage your auto-responders, log into the Clickatell Portal and navigate to My Workspace --> Chat Desk. Click 'Launch Chat Desk Dashboard', then 'Settings', and go to the 'Auto Responders' tab.

 

  The following auto-responders are available:

 

  • Greeting message (Web Chat only): Greet your customers with a friendly response when they open your Web Chat widget.

  • Directing to Agent message (WhatsApp only): If no agents are available, an incoming chat is added to a queue and assigned to the first available agent. Manage customer expectations by informing them of this.

  • Connecting Agent message (Web Chat only): Inform an end-user when they are being connected with an available agent via Web Chat and what the agent's name is.

  • Connecting Agent message (WhatsApp only): Inform an end-user when they are being connected with an available agent via WhatsApp and what the agent's name is.

  • Connecting Agent message (Facebook & Twitter): Manage customer expectations on Facebook and Twitter channels and let them know when they are being connected to the first available agent.

  • End Chat and Opt-Out Keywords message (All Channels): Enable your customers to end a chat or opt-out of the service using specific keywords.

  • Agent Busy message (All Channels): Manage customer expectations by informing customers when all agents are busy.

  • Out of Support Hours message (All Channels): Let customers know they have reached you outside of support hours and that an agent will attend to their chat as soon as possible during core support hours.

  • Session Timeout message (Web Chat only): Inform end-users when their session has timed out after a period of inactivity.

  • Direct Channel message (Facebook only): Direct your customers to chat on a private channel when a Facebook post mention is ended from your Chat Desk.

  • End Chat message (All Channels): This message is displayed to an end-user when either an agent or an end-user closes/ends a chat. Desk Dashboard', then 'Settings', and go to the 'Auto Responders' tab.

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