Set Customer Expectations with Automated Response Messages
Use predefined automated responses to set the tone for your agents’
conversations with customers. The Chat Acknowledgment message is sent in reply to a customer’s
initial text message and assures customers that their messages got through. Send automated
messages when agents accept and end messaging sessions, when customers consent to receiving
messages from your company, and when they revoke consent.
Where: LiveMessage in Lightning Experience is available in Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud. This feature is available in orgs with access to LiveMessage through a Digital Engagement add-on.
Who: Users with the Configure LiveMessage and View Setup and Configuration permissions can write predefined automated response messages.
How: In Setup, enter LiveMessage in the Quick Find box, and
select LiveMessage Settings. Select the channel for which you want to
customize automated messages, and click Edit. Modify the text in the
automated response fields, and click Save.
