Loading text tells the user what an agent is doing while an action runs in the background. To show your users loading text in Enhanced Chat v1, set up typing indicators. Users see loading text by default on Enhanced Chat v2 channels. Optionally, customize the loading text color and label on the Embedded Service Deployments Settings Setup page.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type. |
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To learn about channel support for other agent types, see the documentation for that type. |
- From Setup, in the Quick Find box, enter Embedded Service Deployments, and click Embedded Service Deployments.
- Click to the name of your channel's deployment.
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Users see loading text by default on Enhanced Chat v2. For Enhanced Chat v1, set up typing
indicators in the channel's embedded service deployment settings.
- On the Embedded Service Deployment Settings page, in the Settings card, click Edit Settings.
- Select Show Typing Indicators.
- Save your changes.
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Optionally, change the color of the loading text.
- On the Embedded Service Deployment Settings page, in the Branding card, click Select Branding.
- In the Component Colors section, change the color settings for the System Messages and Placeholder Text components.
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By default, users see the loading text for the agent action that the agent is running.
Optionally, add a custom label.
- On the Embedded Service Deployment Settings page, in the Custom Labels card, click Set Custom Labels.
- For the Chat Group, select Chat in Progress.
- For the Label Group, select Chat Body.
- For the Label Type, select System Messages.
- Add a custom label to the Thinking row. Then, click Finish.
The Thinking label applies to all conversations on the channel. To change the loading text for a specific agent action only, see Edit the Loading Text for an Agent Action. - On the Embedded Service Deployment Settings page, click Publish.