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.





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