How to Customize Automated Chat Messages

You can now fine-tune every automated message in Quack AI, making customer conversations clearer, faster, and more on-brand. Custom messages let you guide conversations, manage expectations, and maintain consistent communication at every stage.

Accessing Custom Message Settings

  1. Go to Configurations from the Chat Agent Training Panel.

  2. Select Customize Messages to view all available automated messages.

💡 Pro Tip: Automated system messages help set the right tone and ensure your customers always know what to expect.

Editing Messages

  1. Select Edit next to any message.

  2. Enter your preferred text, matching your tone of voice, brand style, and specific needs.

  3. Click Save to update the message.

Enabling or Disabling Messages

Every automated message has its own toggle:

  • Toggle on: The message is sent automatically at the right time.

  • Toggle off: The message is not used.

Use toggles to:

  • Streamline chat by removing repeated or not relevant messages.

  • Pause certain messages during campaigns or temporary changes.

Adding a Ticket ID

When editing a message, you can add a ticket ID placeholder to share the ticket number with customers. This helps them track requests and feel reassured.

  • This feature is optional - you can add or remove the placeholder anytime.

Set a System Error Message

The System Error Message appears when a conversation fails due to a system issue, platform outage, or session timeout. It ensures users receive a clear, branded response even when the Agentic AI cannot continue the session.

How to Configure

  1. In your Customize Messages view, locate System Error Message.

  2. Click Edit and define your fallback message.

  3. Include helpful, reassuring language, for example:

    “Something went wrong on our end. We’re looking into it. Please try again in a few minutes”

  4. Click Save to confirm your update.

💡 Pro Tip: Keep this message short and empathetic. A calm, helpful tone helps maintain trust even during service interruptions.

When It’s Shown

This message automatically displays when:

  • A live conversation session times out

  • The platform experiences a temporary outage

  • The Agentic AI cannot generate a valid response

Release Your Changes

After editing or enabling any automated messages, you must release your updates for them to take effect.

  1. Go to the Release Manager in the Training Panel.

  2. Review live topics.

  3. Click Release to publish your updates.

💡 Pro Tip: Releasing ensures all new messages are live and consistent across your support environment.

Why Customize Messages?

Customized messages give you:

  • Full control over what customers see and when

  • A consistent, on-brand tone across every interaction

  • Flexibility to adapt to changing needs and campaigns

Next Step:
Make your chat experience work for you - start refining your automated messages today and create conversations that truly connect.