When mobile and web SDKs have been installed, you can customize timely messages displayed to consumers.
Messages can be configured in the global settings and at the queue level.
Setting mobile messages in global settings
Mobile messages are available for the Android and iOS SDKs, and they can be configured by language and app if you use multiple apps.
Global messages are located in Settings > Languages & Messages.
To update Mobile messages, select Original App as the channel.
To update Web SDK messages, select the Web SDK channel.
Once the Display an After Hours Message Mobile option is enabled in Settings > Support Center Details, the After Hour messages can also be configured by queue in Settings > Queue > Mobile > Selected queue menu settings.
Default Greeting Message: Used as the first message sent to the consumer when starting a chat conversation.
Sample Mobile default message: Thanks for reaching out Kat Jones. Please send us any details you can while we connect you to an agent.
After Hour Messaging: When the call or chat option is selected for a queue that is outside of operating hours, this message will be displayed in the app.
- Call: Shows once the call option is selected.
Sample Mobile call after hours message: We're gone home for the day! Call back between 9am PST and 6pm PST Monday to Friday. If you still need help, email support@yourcompany.com
- Chat: Shows once the chat option is selected with the option to restart the Mobile menu flow.
Sample Mobile chat After Hours message:We're gone home for the day! Call back between 9am PST and 6pm PST Monday to Friday.
Web SDK channel messages
The web SDK channel messages are for use with the Web SDKs installed on your web pages and can be configured by language.
Default Greeting Message: Used as the first message sent to the consumer once the agent has been assigned to a chat session.
After Hour Messaging: When the call or chat option is selected for a queue that is outside of operating hours, and after hour deflection and overcapacity deflection are both disabled, this message will be displayed in the app.
- Call: Shows once the call option is selected with the option to start a new conversation in another channel
Sample After Hours call message: We're gone home for the day! Call back between 9am PST and 6pm PST Monday to Friday. If you still need help, email support@yourcompany.com
- Chat: Shows once the chat option is selected with other queues available for selection
Example after hours chat screen:
Sample variable attributes for customizing web and mobile messages
The following variables can be inserted into Mobile and Web SDK messages and reference either information passed from the SDK or wait information.
For a full list see Using variables for dynamic consumer messages.
@{END_USER}
Description: inserts the name of the consumer.
If you have the Web SDK configured on an unauthenticated page (no login required by the consumer) Contact Center AI Platform (CCAI Platform) won't be able to pass individual information about the consumer.
When authenticated, the Full name is shown.
When unauthenticated, the term Customer is shown.
@{AGENT}
Description: inserts the name of the Agent.
@{NEXT_REOPEN_HOUR}
Description: include this variable to automatically display opening time based on operation hours.
For example:
We are closed for today, please try again tomorrow. We open {NEXT_REOPEN_HOUR}.
@{ESTIMATED_WAIT_TIME_IN_MINUTES}
Description: The numerical value for minutes or hours for the current estimated queue wait time is inserted. This can be used in the greeting and deflection messages.
After the numerical value, the word Minutes will be appended and will
be translated to the associated language.
Sample Inputs
German: Jemand wird so schnell wie möglich bei Ihnen sein. Die derzeitige
geschätzte Wartezeit beträgt @{ESTIMATED_WAIT_TIME_IN_MINUTES}.
English:A representative will be with you ASAP. The current estimated wait
is @{ESTIMATED_WAIT_TIME_IN_MINUTES}.
Output to consumer
German: Jemand wird so schnell wie möglich bei Ihnen sein. Die derzeitige geschätzte Wartezeit beträgt 5 Minuten.
English: A representative will be with you ASAP. The current estimated wait is 5 minutes.
@{QUEUE_SIZE}
Description: The numerical value representing the current total number of consumers waiting in queue including the consumer seeing the number is inserted. This is specific to the chat greeting message.
When configuring the message, add the supporting label to the end of
the variable in the associated language. For the example, we added
in line.
Sample input
A representative will be with you ASAP. You are number @{QUEUE_SIZE} in line.
Output to consumer
A representative will be with you ASAP. You are number 3.
@{TIME_UNTIL_DISMISSAL}
Description: this variable contains the remaining time until the chat is dismissed.
For example, when the Chat dismissal timer = 3min, the dismissal notification timer = 1min TIME_UNTIL_DISMISSAL will insert 2.
When configuring this message, add the supporting label to the end of
the variable in the associated language (minute(s)).
Configuring global default greeting and after-hours messages
Go to Settings > Support Center Details.
Navigate to Display an After Hours Message Mobile and toggle to On.
Go to Settings > Languages & Messages.
Navigate to the Mobile and Web SDK section.
Select the language and Channel you want to set the messages for.
When selecting a Mobile App, the Channel drop-down automatically regulates all message configurations listed in both "Mobile & Web SDK" and "Audible Messages" sections for the selected mobile app, with the following exceptions:
IVR Purchase Flow Messages
All IVR messages customized for use within a mobile app can only be configured for English US.
Messages to enter with examples
Default Greeting Message: Message sent using chat when the chat is initiated.
Hi, @{END_USER}. We are sorry to hear that you are having a problem. Stand by while we connect you to an agent.
After Hour Messaging Title
Sorry, we are closed.
After Hour Messaging Message
We are closed for today, try again tomorrow after 9am Pacific Time.
Waiting for Agent Assignment Message: Message sent to the consumer right after queue selection. If a DAP is being used, this message is sent right away since the queue is auto-selected.
We're assigning a representative to help you with @{QUEUE}.
Agent Assigned Message: Message sent to the consumer once an agent has been assigned to the session. @{AGENT} will chat with you about @{QUEUE}
Dismissal Warning Notification (Web Only): When inactive chats are set to auto-dismiss messages, this message is sent to the consumer based on the timer set in Settings > Chat. Are you still there? Respond in the next @{TIME_UNTIL_DISMISSAL} minute(s) or the chat session will be closed.
Enter the message.
Include Variable attributes if needed.
To add hyperlinks to the message, follow the structure outlined. The output in the SDK will depend on the version of the Mobile or Web SDK your company has installed:
Text format structure:
{{https://www.yourcompany.co | Visit our website}}Web SDK and Mobile SDK versions >= 0.34.1
Text displayed: Visit our website
Mobile SDK versions < 0.34.1
Text displayed: Visit our website [https://www.yourcompany.co](http://)
Click Apply.
Repeat by changing the Channel setting and set the messages for other SDKs if applicable.
Configuring Mobile After Hour Messages by queue
Go to Settings > Queue > Mobile Edit/View.
Select a queue.
Toggle Display After Hour Deflection Message to On.
Select Use custom After Hours message.
Enter the custom message for this queue.
To add hyperlinks to the message, follow the structure. The output in the SDK will depend on the version of the Mobile or Web SDK your company has installed:
Text format structure:
{{https://www.yourcompany.co | Visit our website}}For Web SDK versions >= 1.15 and Mobile SDK versions >= 0.34.
Text displayed: Visit our website
For Web SDK versions < 1.15 and Mobile SDK versions < 0.34
Text displayed: Visit our website https://www.yourcompany.co
Click Set Custom After Hours Options to save.