--- schema_version: "1" id: c18df5d6f1ee3423bfd200378f87446e777f571010636978287ffc2dbdb11657 title: Automated Invitation Settings collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_automated_invitations_settings.md canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_automated_invitations_settings.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: a9ee8b253d5d923d22614c8c1d91d9ea2ddeb81449daacd9292dd0040071ebb8 description: Automated invitation settings control the invitations that prompt your customers to chat with agents on your website. products: - Service Cloud release: "264" --- # Automated Invitation Settings Automated invitation settings control the invitations that prompt your customers to chat with agents on your website. ### Required Editions

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Apply settings when you create or edit an automated chat invitation. ## Basic Information Configure the basic functionality that’s available on a particular Chat invitation.

Setting	What It Does
`Type`	Determines whether to create a chat button or automated invitation. Important When creating an automated chat invitation, you must set this option to Automated Invitation.
`Active`	Determines whether the automated invitation is active, or can automatically be sent to customers.
`Name`	Names the invitation. This invitation name, or a version of it, automatically becomes the `Developer Name`.
`Developer Name`	Sets the API name for the invitation.
`Language`	Sets the default language for text in the chat window.
`Enable Customer Time-Out`	Indicates whether chats are ended if the customer doesn’t respond within a specified period.
`Customer Time-Out (seconds)`	Sets the amount of time that a customer has to respond to an agent message before the session ends. The timer stops when the customer sends a message and starts again from 0 on the next agent's message.
`Customer Time-Out Warning (seconds)`	Sets the amount of time that a customer has to respond to an agent message before a warning appears and a timer begins a countdown. The warning disappears (and the timer stops) each time the customer sends a message. The warning disappears (and the timer resets to 0) each time the agent sends message. The warning value must be shorter than the time-out value (we recommend at least 30 seconds).
`Custom Agent Name`	Sets the agent’s name in the chat window.
`Auto Greeting`	Sets a customized greeting message that the customer receives automatically when an agent accepts the customer’s chat request. Optionally, use merge fields to customize the information in your greeting by using the Available Merge Fields tool. For example, you can personalize the chat experience by using merge fields to include the customer’s name in the greeting. Note If you specify an automatic greeting message in your Chat configuration and chat invitation, the message in the invitation overrides the message in the configuration.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Automated invitations are configured to appear after a user visits the site. If the user refreshes the page or closes the browser, the invitation appears again if they reopen the page. ## Routing Information Specify how this invitation routes chats to the best-fit agent. | Setting | What It Does | | --- | --- | | Routing Type | Sets how chats are routed to an agent. | | Skills | Associates skills with the invitation. If you select Omni-Channel Skills as the routing type, incoming chat requests are routed to agents with the skills that you specify. | | Enable Queue | Indicates that queueing is enabled. Queueing allows incoming chat requests to wait in a queue until an agent with the appropriate skills is available to accept the chat. | | Queue Size Per Agent | Determines the queue’s capacity to hold chat requests per available agent. For Live Agent routing or when chats have a size of 1, this setting controls the number of chats allowed to queue for each agent. | | Overall Queue Size | Determines the queue’s capacity to hold chat requests. For Live Agent routing or when chats have a size of 1, this number is the maximum number of chats allowed to queue. | ## Invitation Animation Customize your invitation’s animations to determine how the animation appears to customers. | Setting | What It Does | | --- | --- | | Display Time | Determines how long the invitation is displayed to customers before it disappears. | | Allow invitation to be triggered again after accepting | Indicates whether the invitation can be sent to the customer again after the customer has accepted a previous invitation. | | Allow invitation to be triggered again after rejecting | Indicates whether the invitation can be sent to the customer again after the customer has rejected a previous invitation. | | Animation | Determines the type of animation for your invitation. Depending on which animation you choose, you’re prompted to select the positions where the invitation appears on-screen to customers. | ## Invitation Customization You can optionally customize your invitation with custom images by associating your deployment with a Salesforce site and its static resources. | Setting | What It Does | | --- | --- | | Site for Resources | Determines the Salesforce site that’s associated with the invitation. By associating your invitation with a Salesforce site, you can customize the invitation with branding images. Store your branding images as static resources with your Salesforce site. | | Online Image | Sets the custom invitation graphic that appears when the chat invitation is available for customers to request new chats. | | Offline Image | Sets the custom invitation graphic that appears when the chat invitation is unavailable. | | Custom Chat Page | Replaces the standard chat window with a custom chat window page that you’ve developed. Use this option only to use a chat window other than the default chat window. | | Pre-Chat Form Page | Directs chats to the Lightning Platform page that hosts your customized pre-chat form that customers see before they begin a chat with an agent. | | Pre-Chat Form URL | The absolute URL of your pre-chat form page. | | Post-Chat Page | Directs chats to your customized post-chat page that customers see after they complete a chat. | | Post-Chat Page URL | The absolute URL of the web page that hosts your post-chat page. | ## Sending Rule Create sending rules for your invitation to determine when to trigger and send the invitation to customers. You can include multiple criteria in your sending rule. Also, if your sending rule requires more complicated logic, you can apply Boolean operators to your sending rule. | Setting | What It Does | | --- | --- | | Criteria | Sets the criteria that the sending rule evaluates. For example, you can create a rule that sends the invitation based on how many seconds a customer has been viewing a web page for. | | Operator | Sets the operator to evaluate your criteria. For example, you can create a rule that sends the invitation when a customer has been on a page for more than a specified number of seconds. | | Value | Sets the value to evaluate the formula against. For example, you can create a rule that sends the invitation when a customer has been on a page for more than 30 seconds. | #### See Also - [Chat Routing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_routing_options.htm&release=264.0.0&type=5 "Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available.") - [Create and Assign Chat Skills](https://help.salesforce.com/s/articleView?id=service.live_agent_create_skills.htm&release=264.0.0&type=5 "Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only.") - [Chat Queuing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_queuing_options.htm&release=264.0.0&type=5 "Queuing options in Chat let you control how incoming chat requests are handled when no agents are available.") - [Customize Your Chat Branding with Salesforce Sites](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_branding_with_sites.htm&release=264.0.0&type=5 "To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons.") - [Pre-Chat Forms and Post-Chat Pages](https://help.salesforce.com/s/articleView?id=service.live_agent_pre_post_chat_pages.htm&release=264.0.0&type=5 "Pre-chat forms and post-chat pages in Chat enable you to exchange information with customers who contact your company through chat.")