Customizing chat auto-responses

Customizing chat auto-responses

When a customer starts a new chat and selects their reason for chatting, they see one of two automatic responses:
  • Offline Chat Response - Outside business hours, this message lets customers know all agents are currently offline.
  • Online Chat Response - During business hours, this is a short statement that lets the customer know an agent will be joining the chat shortly.
The operating hours you've set for your channel will determine when customers see the Online or Offline response. Learn how to adjust your hours

Screenshot ChatSO auto response customer end


Breadstack provides default text for both these messages, but you can customize it. Follow the steps in our video, or the instructions underneath.

  1. Go to Settings > Service Settings and toggle to the Widget tab.
  2. Select Auto-Response from the menu.
  3. Write your own Online Chat Response and/or Offline Chat Response, staying within the 300-character limit. If you're unhappy with your new message, you can undo it by clicking Reset to default message.
  4. Click Save.





    • Related Articles

    • Connecting Breadstack Live Chat with Facebook

      Easily integrate Facebook Messenger with your Breadstack live chat workspace. Any time a customer sends you a Facebook message, the conversation will show up as a new chat in Breadstack. With all your communication channels in one place, you'll have ...
    • Adding chat auto triggers to your workflow

      Auto triggers can help you make sure that all chats are handled on time and by the right member(s) of your team. To set up a new auto trigger: Go to Settings > Service and toggle the top ribbon to Auto Triggers. Click Add New Trigger in the upper ...
    • Connecting Breadstack Live Chat with Instagram

      Easily integrate Instagram Messenger with your Breadstack workspace. Any time a customer sends you an Instagram message, the conversation will show up as a new chat in Breadstack. With all your communication channels in one place, you'll have an ...
    • Changing the details the Live Chat widget requests from visitors

      When a customer starts a new chat via your widget, they are required to provide their name and email address. This ensures that if they are a repeat customer, Breadstack can link the new chat to their existing profile. Or, if this is their first ...
    • Setting up chat shortcuts

      In Breadstack, oftentimes you might have to engage in more than one conversation to optimize engagement time to maximize efficiency, you can set your personal chat shortcut on Breadstack. The chat shortcut is a pre-created response and can be used by ...