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. 

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 > Channel and toggle to the  Chat Widget tab.
   
2. Go to the Auto-Response section from the menu.
3. Write your own Online Chat Response (in the During service hours section) and/or Offline Chat Response (in the Off service hours section), 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. (Optional) You can choose which type of datas for your customers to leave when engage in the chat - Name, Address or Phone Number. 
   
5. (Optional) You can create new department by clicking Add department  in the Chat service department section. 
   
6. (Optional) If you want to have follow-up message to act as a quick response to your customers, tick the box Send a message when customers are waiting to be served. 
7. Click Save.
   

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