---
schema_version: "1"
id: 697a26f52b95c40b61bddb7430a39178ce48fb8465d2a69a27045ae3858cfb14
title: Customize Auto-Responses in Messaging Channels
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_create_automated_responses.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3132dd843bca0240b6db35d7e4aeb06a2278b42f2f005afdba5a55515050b8fc
description: Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Customize Auto-Responses in Messaging Channels

Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
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            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="livemessage_create_automated_responses__d1216e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_create_automated_responses__d1216e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
              Messages for Business, Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d83384e80">User Permissions Needed</th>
          </tr>
        </thead>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e80 ">To set up and edit Messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e80 ">Configure Messaging</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e80 ">To view channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e80 ">View Setup and Configuration</td>

          </tr>
        </tbody>
      </table>

To respect your customers’ time, we recommend keeping auto-responses short, around 1-2 sentences. An auto-response can’t exceed the [character limit](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5 "Before you get started with Messaging, review key limits and considerations.") for your channel type.

1. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and then select **Messaging Settings**.
2. Find your channel in the list. Click the down arrow on the right-hand side and select **Edit**.
    
    ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)
    
    Important In Enhanced Chat, clicking **Edit** shows only some of the channel settings. To edit additional auto-response settings, such as the required level of consent and language-specific keywords, click the channel name in the list of channels.
3. In the Automated Responses section, click ito edit the field for the type of messaging component that you want to send.
4. Search for and select your messaging component to insert it into the field.
5. Save your changes.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:20%">
          <col style="width:40%">
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        <thead class="slds-text-title_caps ">
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            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d83384e188">Field</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d83384e191">Description</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d83384e194">Example</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d83384e197">Required?</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e188 ">Conversation Acknowledgment</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e191 ">
              <p>The reply sent to a customer’s initial message. It assures the customer that
                you received their message. In channels that require customers to opt in to
                receiving messages, the conversation acknowledgment is sent after the opt-in
                confirmation. </p>
              <p style="margin-bottom:0;">If a bot is in use, the Conversation Acknowledgment field is
                disabled because the bot responds to the customer’s initial message. In Enhanced
                Chat and Enhanced Messaging channels, create an <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&amp;release=264.0.0&amp;type=5" title="Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends.">auto-response messaging
                  component</a> to use as your Conversation Acknowledgment message.</p>
            </td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e194 ">Thanks for your message. A service rep will be with you shortly. Just so you
              know, we record and track conversations to help improve your experience.</td>

            <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e197 ">No</td>

          </tr>
          <tr class="">
            <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e188 ">Start Conversation</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e191 ">The message sent to a customer when a service rep joins the conversation. In
              Enhanced Chat and Enhanced Messaging channels, create an <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&amp;release=264.0.0&amp;type=5" title="Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends.">auto-response
                messaging component</a> to use as your Start Conversation message.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e194 ">Hello, how can I help you today?</td>

            <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e197 ">No</td>

          </tr>
          <tr class="">
            <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e188 ">End Conversation</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e191 ">The message sent to a customer when the service rep or customer ends the
              conversation. In Enhanced Chat and Enhanced Messaging channels, create an <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&amp;release=264.0.0&amp;type=5" title="Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends.">auto-response
                messaging component</a> to use as your End Conversation message.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e194 ">Thanks again for contacting us. We appreciate your business.</td>

            <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e197 ">No</td>

          </tr>
          <tr class="">
            <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e188 ">Inactive Conversation</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e191 ">(Enhanced Messaging and Enhanced Chat channels only) The message sent when a
              conversation is automatically marked inactive after a specified period of
              inactivity. Create an <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&amp;release=264.0.0&amp;type=5" title="Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends.">auto-response messaging
                component</a> to use as your Inactive Conversation message.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e194 ">It looks like you’re busy, so we’re going to help another customer now.</td>

            <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d83384e197 ">No</td>

          </tr>
        </tbody>
      </table>

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)

Tip In addition to customizing auto-responses, save service reps time during messaging sessions by giving them predefined “quick text” messages. Examples include greetings, answers to common questions, and descriptions of company policies. Quick text can include merge fields, line breaks, and special characters, and is a great way to standardize your company messaging.

#### See Also

- [Customize the Messaging Opt-In and Opt-Out Experience](https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&release=264.0.0&type=5 "With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).")
- [Create and Send Auto-Response Components in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&release=264.0.0&type=5 "Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends.")
- [Standardize Responses with Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&type=5&language=en_US)
- [Enhanced Web Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-web/guide/auto-response.html)
- [Enhanced In-App Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/guide/introduction.html)