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Configure a Custom Message

  • Message name: The name of your Custom Message. Use a name that’s easily remembered and will make it easy to tell the difference between other Custom Messages

  • Label (optional): A plain text indicator to help you remember your Custom Message. It should be different from the name.

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Custom message rules

These rules let you control when and what your Agent will say,  for example, if a business is either closed or unavailable for a holiday. 

  • Rule description: Information related to the rule, like why it’s used or which Agent(s) will use it. 

  • Condition: Select whether you want the rule to take effect when the time/date IS a certain value, or when it’s NOT a certain value. 

  • Time type: Select whether the messages should follow rules based on the day of the week, like for a Friday closure, or specific date(s), like a holiday. 

  • Time range: Indicate whether the custom message should follow a specific time of day

  • [ ] all day: Check this box if the rule should apply all day for the selected days.

  • Message: Write out the specific message the Agent will say based on the logic you just defined. 

  • Add condition: Click the + to add additional Message rules. A Custom Message will follow the rules based on their order on this page from top to bottom.

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