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Configure automated messages

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

You can configure Omnichannel for Customer Service to send automated messages through a channel, such as chat, voice, SMS, or social channels. The Automated messages tab in each channel instance enables you to create channel-specific and locale-specific text. You can customize, deactivate, and activate customer and agent-facing messages at the channel level. As an administrator, you can also overwrite or deactivate the preconfigured, out-of-the-box automated messages for any channel instance. The preconfigured automated message triggers are listed in this section.

Display a list of all automated messages

You can view a list of all agent and customer-facing automated messages in your Omnichannel for Customer Service environment.

  1. Go to one of the apps, and perform the following steps.

    1. In the site map, select Customer Settings in Customer support. The Customer settings page appears.
    2. In the Automated messages section, select Manage.

    The Automated messages page is displayed.

  2. Select one or more of the records to edit the language code and text. If you want to deactivate the messages, select the Deactivate button.

Customize automated messages at the channel level

You can customize messages across instances within a channel. For example, you can apply a change to all Facebook accounts or all SMS numbers.

  1. Select a message on the Automated messages page, and then select Edit.

  2. On the General tab, edit the Localized text field, and then select Save.

    The message field supports the following slugs.

    Slug Description
    {AgentName} The full name of the agent who is assigned to the conversation.
    {QueueName} The name of the queue.

    Configure automated messages at channel level.

Customize automated messages at the channel instance level

You can customize automated messages at the channel instance level. For example, you can apply a change to a specific Facebook account or a specific SMS number. If you don't create customized automated messages at the channel instance level, each instance inherits the channel-level settings.

Important

If you create customized automated messages at the channel instance level, then the channel-level settings are overwritten.

Add custom automated messages

Complete the following steps for the channel in which you want to create custom automated messages in the Customer Service admin center or Omnichannel admin center (deprecated) app:

  1. Go to the workstream, and edit the channel instance.
  2. On the Behaviors page, select Add message in the Custom automated messages area.
  3. On the Add automated message pane, select a trigger from the Select a message trigger dropdown list.
  4. In the Automated message box, type the message that should be displayed.
  5. Select Confirm.
  6. Repeat steps 3 through 5 to create multiple messages.
  7. Save the settings.

Preconfigured automated message triggers

Message trigger Definition When to trigger Message recipient
Greeting Message for Async Channels and Voice The automated message played for the customer as soon as the call is connected.
Note
If the bot is enabled, ensure that the automated greeting message is different from the bot message.		 You can set it up to be played as the first message that the customer should hear when they call the digital contact center. Customer
Agent assigned to a conversation Message displayed to the customer when the agent is assigned to the conversation. When the agent is assigned to the conversation. Customer
Agent couldn’t be assigned to conversation Message displayed to the customer when the agent assignment fails. When work distribution fails or when routing is unable to add the agent to the chat due to system failure. For example, no agents are available in the queue, or the default queue isn't found.
Note
This trigger isn't applicable to a scenario when a matching agent can't be identified based on the assignment configuration.		 Customer
Agent disconnected from conversation Message displayed to the customer when the agent gets disconnected. When the agent gets disconnected due to browser tab closure, browser closure, offline agent presence, or network issue. Customer
Agent ended conversation Message displayed to the customer when the agent ends the conversation. When the agent selects the End button. Customer
Agent joined conversation Message displayed to the customer when the agent joins a conversation. When the agent accepts the notification. Customer
Agent joined customer conversation Message displayed to the customer when the agent joins a customer conversation. When the agent joins a customer conversation. Customer
Agent left customer conversation Message displayed to the customer when the agent leaves a customer conversation. When the agent leaves a customer conversation. Customer
Average wait time for customers: Hours
(applies to live chat and voice channels only)		 Message displayed to the customer with the average wait time displayed in hours. When the customer is waiting in queue. Customer
Average wait time for customers: Hours and minutes
(applies to live chat and voice channels only)		 Message displayed when the customer is waiting in queue with average wait time being displayed in both minutes and hours. When the customer is waiting in queue. Customer
Average wait time for customers: Minutes
(applies to live chat and voice channels only)		 Message displayed to the customer with the average wait time displayed in minutes. When the customer is waiting in queue. Customer
Consult accepted Message displayed to the customer when another agent is consulted successfully. When another agent accepts the consult request. Customer
Consult session ended Message displayed to the customer when consulted agent ends the session. When the consulted agent closes the session. Customer
Customer is next in line Message displayed when the customer is next in line in the queue. When the customer is next in line in the queue. Customer
Customer's position in queue Message displayed when the customer is waiting in queue at the second position or beyond. When the customer is waiting in queue at the second position or beyond. Customer
Customer disconnected from conversation Message displayed to the agent when the customer gets disconnected. When the customer explicitly closes the browser tab or gets disconnected because of network issue. Agent
Holiday message to customer Message displayed to the customer on holidays. When the customer initiates a conversation on holidays set up for the Live Chat, channel, or queue. Customer
Out of operating hour message to customer Message displayed to the customer outside of the business hours. When the customer initiates a conversation outside of business hours set up for the Live Chat, channel, or queue. Customer
Session ended Message displayed to the customer when the agent ends the conversation and closes the session. When the agent ends the conversation and closes the session. Customer
Transfer to agent accepted Message displayed to the customer when the conversation is transferred successfully. When another agent accepts the transfer request. Customer
Offer customer callback The callback message played for the customer when the wait times are longer than expected. When the customer calls and wait time is long. Customer
Customer callback response When the customer presses 1 on the call menu, a confirmation message is played to indicate the customer choice. Customer presses 1 on the call menu. The response to offer customer callback message is played. Customer
Queue overflow conditions where the corresponding action is direct callback The system presents an automated message to the customer that asks if they prefer a callback by the agent instead of waiting in the queue. The first automated message plays after the customer waits for 30 seconds and then repeats after every 120 seconds until the customer selects the option, ends the call, or is connected to an agent. Customer

Best practices for using automated messages

Use the following best practices when you configure automated messages for the voice channel:

  • Make sure that you configure concise messages when you use automated and custom messages because lengthy messages might mean that agents take longer to connect with customers.

  • Consider configuring Greeting Message for Async Channels and Voice instead of Agent assigned to a conversation.

  • If you configured both Agent assigned to a conversation and Greeting Message for Async Channels and Voice, consider configuring Greeting Message for Async Channels and Voice to avoid the accumulation of messages in the queue.

  • Disable messages that announce the average wait times, unless your business requires that customers know this information.

Next steps

Add a chat widget

See also

Channels