Automatic Replies

Configure automatic replies so customers receive immediate responses when agents are unavailable or a live chat conversation starts or ends.

Open automatic replies

1. Go to Preferences.
2. Open the Inbox Settings dropdown menu.
3. Select Automatic Replies.

Configure reply messages

The Automatic Replies section includes three message types.

1. Awaiting agent assignment message

   Use this message to confirm that the customer's message was received when no agent is immediately available.

   Customers see this message after they start a conversation and before an agent is available to respond.

   Example: “Please wait while we assign you an agent. Thank you!”

2. Conversation start message

   Use this message to welcome customers when they begin a chat session during office hours.

   Customers receive this message automatically at the beginning of the conversation.

   Example: “Hello! Welcome to EliPackage, I'll try to assist you today.”

3. Conversation close message

   Use this message to thank customers after a conversation closes or invite them to provide feedback.

   Customers receive this message when the conversation is closed.

   Example: “Thank you for chatting with us today! If you have any more questions in the future, please don't hesitate to reach out. Have a great day.”