Setting up automatic messages in Contact Center

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<p id="docs-ai-summary-content">Set up automatic messages to enhance customer interactions by configuring welcome and idle messages. Customize these messages using personalization tokens for a more tailored experience. Admin access is required to manage these settings. Choose whether messages are sent automatically or with agent prompts, and specify idle times for triggering messages. This feature helps maintain communication flow and improves customer engagement.</p>
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<p class="p" dir="ltr">Automatic messages are triggered when a new conversation comes into the inbox
or when the agent or customer has been idle for a while. You need admin access in
Contact Center in order to configure automatic messages.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="rjs1__ul_jjc_psb_qgc">
<li class="li"><a class="xref" href="#topic_dpq_psb_qgc">Configuring your welcome message</a></li>
<li class="li"><a class="xref" href="#topic_j2m_qsb_qgc">Configuring your idle message</a></li>
<li class="li"><a class="xref" href="#topic_ymn_qsb_qgc">Configuring personalization tokens</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dpq_psb_qgc">
<h2 class="title topictitle2" id="ariaid-title2">Configuring your welcome message</h2>
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<p class="p" dir="ltr">Welcome messages can be set up as a default for your organization and at a
queue level.</p>
<p class="p"><strong class="ph b">To configure your welcome message</strong></p>
<ol class="ol" id="topic_dpq_psb_qgc__ol_ur2_jwy_qgc">
<li class="li">In Contact Center, click the settings icon (<img class="image" id="topic_dpq_psb_qgc__image_fx2_ttv_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cog.png" width="20">) to access the admin settings.</li>
<li class="li">Click the <strong class="ph b">Workflows</strong> tab.</li>
<li class="li">Click <strong class="ph b">Edit workflow</strong> and scroll down the page to <strong class="ph b">Automatic
Messages</strong>.<p class="p" dir="ltr"><img class="image" id="topic_dpq_psb_qgc__image_mg1_fwp_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_2-1.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">New Conversation</strong>.</li>
<li class="li">Add a custom welcome message and select whether it must be sent automatically or
if the agent should be prompted before sending it. <p class="p" dir="ltr"><img class="image" id="topic_dpq_psb_qgc__image_thx_fwp_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_2-2.png" width="600"></p>
</li>
<li class="li">Once you have completed the welcome message, click <strong class="ph b">Save Workflow</strong>.</li>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_j2m_qsb_qgc">
<h2 class="title topictitle2" id="ariaid-title3">Configuring your idle message</h2>
<div class="body">
<div class="p" dir="ltr">There are two kinds of automatic messages: , and .<ul class="ul" id="topic_j2m_qsb_qgc__ul_xwd_15v_sgc">
<li class="li">Agent idle sends a message when the agent hasn’t responded for a set amount
of time.</li>
<li class="li">Customer idle sends a message when the customer hasn’t responded.</li>
</ul>
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<p class="p" dir="ltr"><strong class="ph b">To add an idle message</strong></p>
<ol class="ol" id="topic_j2m_qsb_qgc__ol_q1z_cbg_rgc">
<li class="li">In Contact Center, click the settings icon (<img class="image" id="topic_j2m_qsb_qgc__image_qkh_bvp_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cog.png" width="20">) to access the admin settings.</li>
<li class="li">Click the <strong class="ph b">Workflows</strong> tab.</li>
<li class="li">In the <strong class="ph b">Automatic Messages</strong> section, click either <strong class="ph b">Agent idle</strong> or
<strong class="ph b">Customer idle</strong>.<p class="p" dir="ltr"><img class="image" id="topic_j2m_qsb_qgc__image_tjg_qvp_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_2-1.png" width="600"></p>
</li>
<li class="li">Enter your custom message, the idle time in seconds, and select how often this
message will be triggered. Then, select if the message will be sent
automatically or if it should prompt the agent before sending. <p class="p" dir="ltr"><img class="image" id="topic_j2m_qsb_qgc__image_wrs_rvp_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_2-2.png" width="600"></p>
</li>
</ol>
<p class="p" dir="ltr">Click <strong class="ph b">Save workflow</strong>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ymn_qsb_qgc">
<h2 class="title topictitle2" id="ariaid-title4">Configuring personalization tokens</h2>
<div class="body">
<p class="p" dir="ltr">Welcome and idle messages can be customized using personalization tokens to
improve the customer experience. The screenshot below shows an example.</p>
<p class="p" dir="ltr"><img class="image" id="topic_ymn_qsb_qgc__image_mcf_dwp_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_2-3.png" width="550"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696137593626" target="_blank">Using personalization tokens in Contact Center</a>.</p>
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