Welcome and away messages

Both messages are set in App settings > Messages and hours, in French and English with the “Content language” picker.

Welcome message

This is the first message a Contact sees when opening the chat. It shows above the conversation.

Away message

It is sent automatically when a Contact writes and nobody can answer: outside opening hours, or when no member is available. It goes out once per Case, not with every message.

In the conversation, your team sees it marked “Automatic message”. It is not a reply from your team.

Asking for an email address

After their first message, a Contact with no email sees a card in the chat asking for one, whether or not your team is there. They can keep writing without it, and the card stays until they fill it in. The email shows on the Contact, and a reply they have not read after an hour is sent to it.

This is how you reach back someone who wrote from a private window or another device. To stop asking, turn off “Ask for an email address” in App settings > Messages and hours.

Left empty, each message keeps a built-in text. When the version in their language is missing, the Contact sees the one in the App’s default language.