---
schema_version: "1"
id: 5cd783c724fd877cffdd14f2ae5287cb84b3ee0569bdaef0a30e6864e6cc541c
title: Inform Customers When Their Chat Is Rerouted to Another Service Rep
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_reroute_autoresponse.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_reroute_autoresponse.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4f8a5a4b4492c2a2fd9e48f1b7cf2ac85ba5e762f37d50b5b0310f502fdc4d2c
description: If a Service rep loses connectivity and an end-user’s messaging conversation is rerouted to a different rep or queue, send the end-user a customized auto-response explaining why. Previously, when a conversation was rerouted, customers saw no notification during the gap between Service reps, leaving them to wonder if their chat had been disconnected or ignored.
products:
  - Cross Cloud
release: "264"
---
# Inform Customers When Their Chat Is Rerouted to Another Service Rep

If a Service rep loses connectivity and an end-user’s messaging conversation is rerouted to a different rep or queue, send the end-user a customized auto-response explaining why. Previously, when a conversation was rerouted, customers saw no notification during the gap between Service reps, leaving them to wonder if their chat had been disconnected or ignored.

**Where:** This change applies to Enhanced messaging and Enhanced Chat. [View required editions](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US).

**How:** Create an auto-response messaging component. Then open your channel in the Messaging Settings Setup node. Under Automated Responses, add the auto-response component to the Reroute Conversation field.

#### See Also

- [_Salesforce Help_: Create and Send Auto-Response Components in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&type=5&language=en_US)