Bot Messages
Customize every message your bot sends — greetings, fallbacks, handoffs, CSAT, and out-of-office.
Greetings
👋 Welcome Message
🔄 Returning User
✅ Opt-in Confirmation
Fallback & Errors
❓ Fallback (Not Understood)
🤔 Low Confidence
⏱ Conversation Timeout
⚠️ System Error
Handoff
🎧 Escalation Initiated
⏳ In Queue
🙋 Agent Joined
✅ Conversation Resolved
Out of Office
🌙 Out of Office
🎉 Holiday
Feedback
⭐ CSAT Request
🙏 Thank You
👋 Welcome Message
Sent when a user contacts for the first time or after 30 days of inactivity.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
📌 Available Tokens
Message Body
0 / 1024 chars
Quick Reply Buttons (optional, max 3)
Live Preview
Loading preview…
10:32 AM
Not yet saved
❓ Fallback Message
Sent when the bot cannot understand or match the user's input after all attempts.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
📌 Available Tokens
Fallback Chain (attempt-based responses)
1st
First attempt — gentle clarification
2nd
Second attempt — offer options
3rd
Third attempt — escalate or end
Not yet saved
⏱ Conversation Timeout
Sent when a user has not replied for a configured period during an active conversation.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
Reminder Message
Session Closed Message
Re-trigger welcome on restart
Show welcome when user messages after session closed
Resume context after session close
If user messages within 24h of close, resume prior context
Not yet saved
🎧 Escalation Initiated
Sent when the bot hands off the conversation to a human agent.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
📌 Tokens
Escalation Message
In-Queue Update Interval
Send update every
minutes
Not yet saved
⭐ CSAT Request
Sent after a conversation is resolved to collect customer satisfaction score.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
CSAT Message
Follow-up for Low Score (1–2 stars)
Thank You Message (any score)
Send CSAT only for agent-handled conversations
Skip when conversation was fully bot-resolved
Max 1 CSAT per 7 days per contact
Avoid CSAT fatigue for frequent users
Not yet saved
🔄 Returning User
Sent when a known user contacts within the active session window (within 30 days).
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
📌 Tokens
Message Body
Show last topic context
Reference the previous conversation topic in the greeting
Not yet saved
✅ Opt-in Confirmation
Sent when a user explicitly opts in to receive notifications and broadcasts.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
Message Body
Not yet saved
🤔 Low Confidence Response
Prepended to AI responses when confidence score is below the threshold set in Bot Config.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
📌 Tokens
Disclaimer Prefix
Leave blank to show AI response without disclaimer.
Suffix / Follow-up Prompt
Not yet saved
⚠️ System Error
Sent when an internal error occurs (API failure, timeout, unexpected exception).
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
📌 Tokens
Error Message
Auto-retry on transient errors
Silently retry LLM / API calls up to 3 times before sending error message
Log errors to admin dashboard
Create error entries visible in the system health panel
Not yet saved
⏳ In Queue
Periodic update sent while contact is waiting in the agent queue.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
Message
Not yet saved
🙋 Agent Joined
Sent when a human agent claims and joins the conversation.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
📌 Tokens
Message
Not yet saved
✅ Conversation Resolved
Sent when the conversation is marked as resolved.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
Message
Trigger CSAT after resolved message
Send CSAT survey 1 minute after this message
Not yet saved
🌙 Out of Office
Sent when a user contacts outside business hours.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
📌 Tokens
Out of Hours Message
Allow bot to handle FAQs out of hours
Bot continues to respond to FAQ/RAG queries even outside business hours
Allow urgent escalation keyword
If user types URGENT, create ticket and notify on-call agent via email
Not yet saved
🎉 Holiday Message
Overrides the OOO message on public holidays defined in Business Hours settings.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
📌 Tokens
Holiday Message
Not yet saved
🙏 Thank You
Generic thank-you sent after user provides feedback or completes a CSAT survey.
🇬🇧 English
🇮🇳 Hindi
🇮🇳 Punjabi
Message
Not yet saved