---
schema_version: "1"
id: dc56c159bc3d1a36f6986011f09b15ab3700bb5046c3474215535b72008444e6
title: Create and Send Auto-Response Components in Messaging Sessions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_components_auto_response.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 09742723b3e38b351d9c2824ec958dc7388500a6af88e1ef4fbc80588300f2d7
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create and Send Auto-Response Components in Messaging Sessions

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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <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="messaging_components_auto_response__d960e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_auto_response__d960e784" 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, Enhanced SMS, Enhanced Apple Messages for
              Business, Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" 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/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d142357e98">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d142357e98 ">To create messaging components:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d142357e98 ">
              <p>Customize Application AND View Setup and Configuration </p>
              <p>OR</p>
              <p style="margin-bottom:0;">System
                Administrator </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d142357e98 ">To set up and edit Messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d142357e98 ">Configure Messaging</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d142357e98 ">To view channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d142357e98 ">View Setup and Configuration</td>

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

With auto-response messaging components, you can automate common actions. For example:

- At the start of each messaging session, send a welcome message with a link to your Terms and Conditions web page.
- At the end of each messaging session, send a link to a page showing your current promotions.
- At the end of each messaging session, [send a link to a customer satisfaction survey](https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&release=264.0.0&type=5 "At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey.").
- When a customer remains inactive for a certain number of minutes, send them a reminder to engage or a warning that their session may time out due to inactivity. Follow that up with a second message, in your preferred time frame, letting them know that the service rep is moving on to another customer. Automatic inactivation doesn’t work if Status-Based Capacity is enabled.

To use auto-response components, create the component in Setup. Then, add the component to your channel and specify when it’s sent.

1. From Setup, enter Messaging Components in the Quick Find box, and then select **Messaging Components**.
2. Click **New Component**, and then click **Next**.
3. Select **Auto-Response**, and then click **Next**.
4. Enter the auto-response. For example: Thanks for letting us help you today!
    
    If you plan to include a link, enter the introductory text only. You can add the link in a minute. For example: Sign up for our newsletter.
5. Enter a name and description for your component, and click **Done**.
    
    The Messaging Component Builder opens.
6. On the Component Details page, further customize your auto-response.
    1. If your auto-response is text-only, you’re all set. Skip to step 8.
    2. To add a link to your auto-response, click **Add Format** and select **Web Page**.
        
        ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)
        
        Note Each messaging component is available in one or more formats, such as Web Page, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format.
    3. Click **Web Page** in the left-hand menu and customize its properties in the Component Properties pane.
    4. Under Message Configuration, select **Constant** for Type and **$Constants.Title** for Constant. This adds the auto-response text that you provided earlier.
    5. Under URL Configuration, select **Literal** and enter the link URL.
        
        ![Web Page format configuration in the Messaging Component Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_autoresponse_config.png)
    6. Under Display Configuration, select **Chat Message** or **Popup**. In Enhanced Chat for In-App and Bring Your Own Channel, all auto-responses appear as chat messages regardless of this setting.
    7. (Optional) Under Web Page Parameters, reference parameters specific to the messaging session, web page, or app.
    8. Click **Save**.
7. Configure the plain text version of your auto-response to include the URL.
    1. Click **Text** in the left-hand menu.
    2. Edit the Formula Template field to include the URL.
        
        ![Text format configuration window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_autoresponse_text.png)
    3. Click **Save**.
8. Your component is saved in a draft state. When you're ready to make it available to your support team, click **Activate** at the top of the page.
9. Add the component to your messaging channel.
    1. From Setup, enter Messaging Settings in the Quick Find box, and then select **Messaging Settings**.
    2. Your next step depends on the type of auto-response component you’re adding:
        
        - If you're adding a Conversation Acknowledgment, Start Conversation, End Conversation, Inactive Conversation, or Reroute Conversation component: Scroll down to the Automated Responses section of the page. In the Conversation Acknowledgment, Start Conversation, End Conversation, Inactive Conversation, and Reroute Conversation fields, select an auto-response component. You can use the same component for multiple fields.
        - If you're adding a Warning Message: Scroll down to the Customer Inactivity section of the page. Select the Warn customers before inactivation box. In the Warning Time box, use the + and - buttons to set the number of minutes between the warning message being sent to the end user and the session being auto-inactivated. In the Inactivation Warning box, select your auto-response component.
    3. Save your changes.
10. Optionally, use the Enhanced In-App Chat or Enhanced Web Chat APIs ([Web](https://developer.salesforce.com/docs/service/messaging-web/guide/auto-response.html), [iOS](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-auto-response.html), [Android](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-auto-response.html)) to send additional parameter values to the component.
11. Test the component in a messaging session.

Keep these considerations in mind.

- The messaging component action in the messaging window doesn’t show auto-response components. These components are sent only if they’re selected in settings for your channel.
- When an auto-response component is sent, service reps see a generic placeholder in the transcript. Service reps can’t see the content of the auto-response.

- **[Troubleshooting Auto-Response Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_troubleshoot_auto_response_components.htm&release=264.0.0&type=5)**  
    You can encounter error messages when sending an auto-response messaging component.
- **[Personalize the URL of an Auto-Response Component](https://help.salesforce.com/s/articleView?id=service.messaging_add_parameters_to_url.htm&release=264.0.0&type=5)**  
    To personalize the URL being sent by an auto-response messaging component, use a placeholder. Personalizing the URL creates a dynamic experience for the end user. For example, use a placeholder to reference a language code in the URL, which presents the URL to the end user in their preferred language.
- **[Set Up Post-Conversation Surveys for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&release=264.0.0&type=5)**  
    At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey.

#### See Also

- [Add Dynamic Content to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_formulas.htm&release=264.0.0&type=5 "When you create messaging components for service reps to use in enhanced Messaging channels or Enhanced Chat, you can use formulas to add dynamic, session-specific content to the component.")
- [Customize Auto-Responses in Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5 "Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.")
- [Enhanced Web Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-web/guide/introduction.html)
- [Enhanced In-App Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/guide/introduction.html)