Chat Welcome Message

Creates a personalized message to welcome a contact who initiates a chat. The welcome message itself does not create a case. A case is only created if the contact responds to the message.

This action is not used with Guide. It is provided for existing digital chat customers who may have implemented this action. It is unavailable for new customers.

Create This Action

  1. Click the app selector and select ACD.

  2. Go to GUIDE > Engagement Actions.

  3. Click Add.
  4. Enter a Name that describes what the action does.
  5. From the Action drop-down, select Chat Welcome Message.
  6. Enter a Welcome Message name and the Main body text. Select up to three custom fields.
  7. Click Save.

Add the Action to a Rule

  1. Go to GUIDE > Engagement Rules.

  2. Locate the rule you want to assign this action to and open it.

  3. Click Add existing action.

  4. Use the drop-down to select this action. The drop-down displays the Name you gave the action, not the Action of the rule.
  5. Click Add.