Setting the Chat Messages

Overview

You can customize the messages that are automatically displayed to customers when certain events occur, such as:

  • When the customer is connected to an agent.
  • When the customer uploads a file.

Note: This task applies to chat gateways (which includes web, SMS, and social media chats). For SMS and social media gateways, only the NOACTIVITYMESSAGE chat message is relevant.

Instructions

To edit the text of a particular message for your chat gateway, follow these steps:

  1. Log in to Syntelate Studio.
  2. Click on the Message Gateway configuration tile:

    Screenshot of the Message Gateway configuration tile

  3. Find which Universe you need to view, and click on its EDIT MESSAGE GATEWAYS button.

  4. From the Message gateways for campaign page, click VIEW for the message gateway that you want to edit.
  5. In the Chat messages section, click Edit for the chat message that you want to edit. The Edit chat message page is shown.

    Provide the message to display.

  6. In the Text message box, edit the text of the message.
  7. Click Save.

Note: You define your chat message library during the requirements gathering stage of your web chat implementation. After the web chat message gateway has been implemented, Studio users can edit the content but not the code or description of the chat messages.