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Messages define the initial interaction an agent has with a user. Unlike the prompt, which governs the agent’s behavior throughout a session, a message is specifically designed to handle the greeting and initial delivery across channels (this is currently the only use case for messages in the system).

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Key capabilities

For greetings:
  • Multi-Channel Support: Send simple text greetings for real-time talks (like phone calls) or branded emails for follow-ups.
  • Smart Timing: Set rules so the agent says different things depending on the time of day, the date, or even if it is a holiday.
For branded emails only:
  • Custom Email Designer: Use our built-in editor to create professional emails using HTML and CSS. This helps your messages match your brand’s look.
  • Instant Preview: Use the “Preview” tool in the console to see exactly what your email will look like to your customers before you send it live.

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Creating a greeting message

To create a new greeting message click on “+ New message” and select “Greeting” from the selection modal.
Create Message
  • Message name: The name of the message is used to reference it elsewhere in Console, so you should pick something that’s easily identifiable.
  • Label (optional): Labels are used for filtering messages on the message list screen.
  • Uninterruptible disclaimer (optional): Preamble in message that will always be delivered, if set, and cannot be interrupted, making these useful for any required disclaimers.
  • Language menu tag button: This button allows you to insert a language menu tag into the message (see language groups)
  • Default message: Default message to deliver to the user if no conditions are configured (see below), or if the current timestamp does not match any conditions, and .
  • “Add rule” button: Messages can be configured using time-based conditions, so that depending on the timing of the conversation, an agent can deliver a different message. If you click the button, a “Message rule” card appears and you can configure your condition.
Message 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 message should follow a specific time of day.
  • All day: Check this box if the rule should apply all day for the selected days.
  • Language menu tag button: This button allows you to insert a language menu tag into the message (see voice groups)
  • Message: Write out the specific message the agent will say based on the logic you just defined. 
If multiple rules match the current time, the system will use the most specific one (i.e., the one that matches the shortest time range). The order of rules to check is as follows:
  1. Rules that match a specific date
  2. Rules that match day(s) of the week
  3. Rules with a NOT match on a specific date

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Using Variables in Messages

Variables make your greeting messages dynamic and personalized. Use the {{ variable }} syntax to insert context-specific information that adapts to each session. Examples of variable usage: 
Hello! Thank you for calling {{ vars.company_name }}. 
My name is {{ vars.session.agent.name }} and I'm here to help you today.
The current time is {{ vars.session.datetime }}.

{{ vars.business_hours_message }}
Variables work in both default messages and conditional message rules, allowing you to create highly personalized greetings that adapt to different times, dates, and contexts. For complete variable documentation, available variables, and syntax details, see Variables.

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Creating a branded email template:

To create a new Email template click on “+ New message” and select “Email template” from the selection modal.
Email Template
  • Name: The name of the message is used to reference it elsewhere in Console, so you should pick something that’s easily identifiable.
  • Label (optional): Labels are used for filtering messages on the message list screen.
  • Subject line: The text that will appear in the recipient’s inbox. This field supports variables.
  • HTML editor: A robust code editor where you can paste your HTML/CSS
  • Desktop & mobile preview: Toggle between views in the editor to ensure your design is responsive and looks great on all devices.