Automatic messages are messages that are presented automatically in the Engagement Window during a conversation to provide a contextual information to consumers about the status of the conversation. For example:

  • When the Engagement Window opens
  • When an agent accepts the conversation
  • When the consumer is transferred to another agent

Configuration: Customize automatic messages for chat

LivePerson has a default set of messages configured at the account level. Messages can be customized for all skills and/or specific skills by the account administrator, agent manager or campaign manager according to your business need.

To customize an automatic message

  1. Log into LiveEngage, and then click on the Campaigns tab. The footnote is displayed at the bottom of the page.
  2. In the footnote, click Automatic Messages. The Automatic Messages list is displayed. Click the Live chat tab:

3.    Select a message to edit. The Edit Automatic Message page is displayed.

4.    Enter the relevant text to the text field. Note that you can add dynamic text (see below).
5.    Click Save.

The automatic message library can also be reached from the chat settings in the Engagement studio by clicking ‘Customize Automatic Messages’.

To translate a message

  1. On the Edit Automatic Messages page, click the “+” button next to the default language (English in the illustration above). The Engagement Language page is displayed.
  2. From the “Available languages” list, select the language(s) you would like to translate your messages into.
  3. Click Save.

To customize messages for a specific skill

  1. On the Edit Automatic Messages page, click the “+” button below the message description next to the default set. A skill selection floating window is displayed.
  2. Select the skill(s) this message will be customized for and press “Done”. A new tab will be added for each skill selected.
  3. Select a skill tab (for example Billing or Tech support, as shown in the illustration above). The skill’s related fields will appear. Note: if there is no text input for that message, the tab will appear with dashes, and in the meantime, the default set will be used.
  4. Enter the relevant text to the text field. Note: you can use dynamic text (see below).
  5. Click Save. Note: you need to save your changes for each skill separately.

When transfering a chat to a different agent, the skill-specific message will only be shown if the target agent has the skill of the chat. Otherwise, the default message will be shown.

Adding dynamic text to messages

Some of the messages can be customized to include dynamic text. Dynamic text changes based on the current characteristics of the agent, such as the Agent’s name. The available options are:

  • Average wait time - The average wait time computed for this visitor. Separate fields are provided for the minutes and seconds to allow for formatting:
    • Average wait time (seconds) - {AvgWaitSeconds}
    • Average wait time (minutes) - {AvgWaitMinutes}
  • Queue length: The number of visitors in the "waiting to chat" queue {QueueLength}
  • Place in queue: The visitor's numerical rank in the "waiting to chat" queue {PlaceInQ}.
  • Agent name: The nickname of the current operator {name}.
  • Email address: The visitor’s email address {email}.

To add dynamic text to an automatic message

  1. Go to the Edit automatic message window. (See instructions in To edit an automatic message).
  2. Place the cursor where you want to add the dynamic field in the sentence.
  3. Click Add dynamic text and choose the text type you want to add.
  4. Click Save.
  5. Click Done.

Available automatic messages for chat

The following list sets out the default automatic messages in LiveEngage, divided into 3 groups: system messages, non-responsive messages and on-hold messages. The list includes the message properties, such as when they will be displayed and the supported dynamic text.

System messages

These messages appear during the conversation to provide visitors contextual information about the conversation.

When the message is displayed? Message name in LiveEngage Default text Available dynamic text
This message is displayed when the agent closes/ends the chat. Engagement disconnected by agent Thank you for chatting with us.  
This message is displayed before the chat starts, when the visitor is routed to an agent. Routing chat to an agent Thank you for choosing to chat with us. An agent will be with you shortly. ·       {AvgWaitMinutes}·       {AvgWaitSeconds}·       {QueueLength}·       {PlaceInQ}
This message is displayed before the chat starts, while the visitor is waiting for an available agent. Waiting for an available agent All agents are currently assisting others. Your estimated wait time is {AvgWaitMinutes} minutes and {AvgWaitSeconds} seconds.  Thank you for your patience. ·       {AvgWaitMinutes}·       {AvgWaitSeconds}·       {QueueLength}·       {PlaceInQ}
This message is displayed after the “Waiting for an available agent” message if the consumer has waited for an available agent for a predefined amount of time. Chat agents currently unavailable There are currently no agents available to chat. Please try again soon.  
This message is displayed to when the chat is transferred to a different skill group. Engagement transferred to a different skill Please wait while your chat is transferred to the appropriate group.  
This message is displayed if the chat was disconnected Chat engagement not in progress You are not currently connected to an agent.  
This message is displayed when the chat is transferred to a different agent. Engagement transferred to a different agent Please wait while your chat is transferred to {name}. {name}
This message is displayed when the chat is transferred to a different agent because the assigned agent has disconnected. Engagement transferred due to agent disconnection There is a problem connecting with {name}. Please wait while your chat is transferred to another agent. {name}
This messages is displayed requested the chat transcript. Chat transcript requested by visitor The chat transcript will be sent to: {email} at the end of your chat. {email}
This message is displayed when the chat is transferred to a different agent due to a problem connecting to the assigned agent. Engagement re-queued by system There is a problem connecting with {name}. Please wait while your chat is transferred to another agent. {name}
This messages is displayed when an agent accepts the chat. Agent accepts the engagement You are now chatting with {name}. {name}
This message is displayed when the chat has been disconnected. Engagement disconnected Sorry, our chat session has ended unexpectedly. Come chat with us again for further assistance.  

In AC site setting, the "messaging.brand.shift.delay.epoch.seconds" can be -1 if the brand is online or another value that indicates when the brand will be online. Estimated time to response is calculated based on the shiftDelay value.

Non-responsive messages

When the consumer does not respond for a specified amount of time, two messages are displayed sequentially to the visitor. The Timeout is the number of seconds that LiveEngage would wait for a response before the first non-responsive message would be sent.

Message name in LiveEngage Default text Available dynamic text Timeout Can be disabled?
Non-responsive Fair Warning We have not heard from you for some time.  Do you wish to continue to chat? X 180
Non-responsive Final Warning Since we have not heard from you for some time, we will now end this chat. Please contact us again if we can be of further assistance. X 180

On-hold messages

Three default automatic messages are displayed to consumers when the agent does not respond for a specified amount of time. These ‘on-hold’ messages are selected randomly while ensuring that the consumer will never receive the same message more than twice in a row. The Timeout is the number of seconds that the consumer will wait for an agent’s reply before the first on-hold message is sent.

Message name in LiveEngage Default text Available dynamic text Timeout Can be disabled?
On-hold message #1 I'll be right with you. X 180
On-hold message #2 Thank you for waiting. I'll be with you in just a moment. X 180
On-hold message #3 I'm sorry for the delay. I'll be right with you. X 180