Configuring Screen Text Settings 

The Screen Texts configuration allows you to change the messages that are displayed to customers during a chat conversation with the Virtual Assistant. The following messages can be edited here:

  1. User does not select an answer to a list question

  2. Real Person Chat Escalation Unavailable Message

  3. Negative Survey Escalation Offer Chat Unavailable Message

  4. Negative Sentiment Chat Escalation Unavailable Message

  5. Real Person Chat Escalation Temporarily Unavailable Message

  6. Negative Chat Escalation Temporarily Unavailable Message

  7. Survey Chat Offer Temporarily Unavailable Message

  8. Added to Chat Queue Escalation Message

  9. Introduction Message 1

  10. Introduction Message 2

  11. Introduction Message 3

  12. Answers Yes to Anything Else

  13. Answers Yes to anything else question

  14. Yes Answer

  15. No Answer

  16. Component Failure

  17. Post Journey Survey Text

  18. Positive Survey Response

  19. Negative Survey Response

  20. Escalation wait time message

  21. Anything Else

  22. Bot Name

  23. Service Maintenance Message

To edit screen texts:

  1. From the Navigation menu, browse to Bots > Assistants.

  2. On the Assistants page, select the Virtual Assistant you want to edit.

  3. Go to the Screen Texts tab and change the text for the given fields.

  4. Click the Save button.

Related Topics

  1. Creating Virtual Assistants

  2. Configuring AI Settings

  3. Configuring Classifier Settings

  4. Configuring Chat Settings