General
- Give your Service System Message a name and select the Organization Unit.
- Optionally, add a description.
- In the User dropdown, select how you want to display the task handling agent's name that is in the chat with the customer.
- In the Service dropdown, select which service name you want to display for the customer.
In the example below, our service is called Documentation Team:
Messages to User
In the tab Messages to User, you can define messages that are displayed to the agent when an instant message is coming in, handled, or terminated, using both custom parameters and System Fields and Parameters:
Messages to Customer
In the tab Messages to Customer, you can define messages that are displayed to the customer when getting connected to an agent or ended by the agent:
