System messages are the texts the platform sends on its own, outside your flows: when a session ends, when the customer is handed to a live agent, when several intents match, or while a slow reply is being prepared. To edit them, open Prompts > System Messages in the project menu.
There is one tab per project language. Save before you switch tabs.
System messages belong to the project version. You edit them in the draft (Save is hidden on the published version), they are carried into each new draft, and they are exported with the project. Every message accepts % variables, such as %SessionId. See Variables and Context. Event and Multiple Intent Match messages can be up to 200 characters.
Events
Each event has a Description and a Displayed Message. If you leave the Displayed Message empty, nothing is sent for that event.
| Event | When it is sent |
|---|---|
| End of session | The session ends. |
| End of Live Chat session | A live chat ends for any other reason. |
| Customer is assigned to Live Agent | A live agent is assigned to the customer. |
| Customer is transferred to Live Agent | The customer is transferred to another live agent. |
| Live Agent assignment timeout | No live agent picked up the customer in time. |
| No license | The session is refused because there is no licence or credit left. Never sent in tests. |
An event message is sent in the conversation's response language, or in the primary language if there is none.
For example, an End of session message in English could be:
Thank you for contacting us. Your reference number is %SessionId.
Multiple Intent Match
These texts are used when several intents match a customer's message and the customer is asked to choose. See Virtual Agent.
| Description | Used for |
|---|---|
| Multiple match button when number of matched intents > 5 | The question asked when more than five intents match. |
| Multiple match button when number of matched intents <= 5 | The question shown above the choice buttons when five or fewer match. |
| Multiple match button other | The label of the button for "none of these". |
All three are required and cannot be left empty.
Conversation Hold Message
When a reply takes longer than the delay to prepare, the hold message is sent to keep the customer informed. It is sent at most once per turn, within the maximum waiting time. Leave it empty and it is never sent.
| Setting | Default | Range | Applies to |
|---|---|---|---|
| Displayed Message | Empty | Each language separately | |
| Message Delay (sec) | 5 | 2-20 | All languages |
| Maximum Waiting Time (sec) | 30 | From the delay up to 120 | All languages |
For example:
One moment please, I am checking that for you.
📝 Note: The hold message works only in conversations that use the Sync API. Conversations on the Async API never receive it.