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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
Related information
Overview of channels
Support for live chat and asynchronous channels