Closing chat message

Overview

The Closing Chat Message automation allows you to send a message to customers automatically when a chat is closed. This can be used to inform them that the conversation has ended, encourage them to leave a review, or set expectations for future interactions.

Example Messages:

• "Agent has left the chat."

• "Thank you for contacting us! Please leave a review at this link: [Insert Link]."

This automation will only trigger once every six hours per conversation. If a chat is closed and reopened within this time, the message will not be sent again.

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How to set a chat closure message

1. Go to Basic Automations – Navigate to the Basic Automations tab in the side navigation.

2. Click "Create New Automation" – This will open the automation setup page.

3. Select "Closing Chat Message" – This option triggers a message when a chat is closed.

4. Choose Messaging Channels – Select the channels where this automation should apply.

5. Enter the Closing Message – Choose what to send to the customer:

   • Text Message – Add a message, and optionally include variables like {customer_name} or {integration_name} for personalization.

   • Images or Videos – Attach relevant media if needed.

6. Name Your Automation – Give it a recognizable name for easy management.

7. Click "Create Automation" – The closing message will now be sent whenever a chat is closed (but no more than once every six hours per conversation).