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Preconfigured automated message triggers for asynchronous channels

Preconfigured automated message triggers for representatives

The following table lists the automated messages that are displayed to customer service representatives (service representatives or representatives) in asynchronous channels.

Channel Message triggered Definition Triggering event
Apple Messages for Business, Facebook, LINE, WeChat, WhatsApp, and custom channels Message or attachment couldn't be sent. Error details include error code, reason for failure, message ID, timestamp, and transaction ID. Message displayed to service representatives when their message or attachment couldn't be sent. Representative's message or attachment couldn't be sent.
Apple Messages for Business, Facebook, LINE, WeChat, WhatsApp, and custom channel Customer's file couldn't be attached because it's too large Message displayed to the representative when the customer sends an attachment that exceeds the allowed limit. Customer sends an attachment that exceeds the allowed limit.
Apple Messages for Business, Facebook, LINE, WeChat, WhatsApp, and custom channel Message couldn't be delivered: Unsupported message type Message displayed to the representative when the customer sends an unsupported message type. Customer sends an unsupported message type.
Custom channel Customer disconnected Message displayed to the representative when the customer gets disconnected. Customer gets disconnected.
Custom channel Customer ended conversation Message displayed to the representative when the customer ends the conversation. Customer ends the conversation.

Preconfigured automated message triggers for customers

The following table lists the automated messages that are displayed to customers in asynchronous channels.

Channel Message triggered Definition Triggering event
Apple Messages for Business, Facebook, LINE, WeChat, WhatsApp, and custom channels Customer's file couldn't be attached because it's too large Message displayed to the customer when the customer sends an attachment that exceeds the allowed limit. Customer sends an attachment that exceeds the allowed limit.
Apple Messages for Business, Facebook, LINE, WeChat, WhatsApp, and custom channels Message couldn't be delivered: Unsupported message type Message displayed to the customer when the customer sends an unsupported message type. Customer sends an unsupported message type.
Apple Messages for Business, Facebook, LINE, WeChat, WhatsApp, and custom channels Greeting Message for async Channels Message displayed to the customer when the customer sends a message request to chat. Customer sends a message request to chat.
Custom channel Customer's position in queue Message displayed to customer when there's a queue of customers waiting. Customer submits a request and is placed in the queue to chat with a representative because other customers are already waiting.
Custom channel Customer is next in line Message displayed to the customer when no other customer is ahead in the queue. The number of customers waiting to chat gets updated each time a customer in line is served. When no other customer is ahead in the queue, the customer waiting is notified with the message.

Next steps

Configure custom messaging channel

Overview of channels
Support for live chat and asynchronous channels