💡Service System Messages are configuration items that specify standardized messages sent Nimbus users and/or customers at certain points during an Instant Messaging session. An example could be a welcome message for the customer, or an informative message for the user on the Adaptive Card, each leveraging Parameters and System Fields for more rich content.
☝Note that certain options apply only for certain instant messaging integrations, e.g. Interact. Compared to Direct System Messages they are applied on service level via Modalities Service Settings.
Service System Messages are structured into three parts:
- General properties and settings, specifying details like Organization Unit, Name and Description of the configuration item.
- Messages to User - specifying the messages shown for the Nimbus user at certain events.
- Messages to Customer - specifying the messages shown for the customer at certain events.
General
General Properties
| Name | Name of the configuration item, as it will appear in other Nimbus selection dialogues. |
|---|---|
| Organization Unit | Determines the Organization Unit placement of the item, and thus steers visibility in other Nimbus selection dialogues. |
| Description | Description of the item, primarily used for tabular listings and overviews. |
Display Name - Interact
☝Only affects the Interact integration. For more details, refer to Use Case - Setting Up Interact.
| User |
Allows the following options:
|
|---|---|
| Service |
Allows the following options:
|
Messages to User - Interact
This tab allows you to define messages displayed to Nimbus users at specific session events. Each message can leverage Parameters and System Fields for more rich content.
☝Only affects the Interact integration. For more details, refer to Use Case - Setting Up Interact.
| “Accept” Adaptive Card |
Message shown inside the Adaptive Card when a user can opt-in to “Accept” and start the chat session with the customer. 💡Example: |
|---|---|
| “Terminate” Adaptive Card |
Message shown inside the Adaptive Card when a user wants to “Terminate” an already ongoing chat session with the customer. 💡Example:
|
| Session Ended |
💡Example:
|
Messages to Customer
This tab allows you to define messages displayed to customers at specific session events. Each message can leverage Parameters and System Fields for more rich content.
☝Settings affects both Interact as well as other chat integrations such as WhatsApp & SMS integrations. For more details, refer to Use Case - Setting Up Instant Messaging.
| Session Connected |
Message shown when the session between user and customer is established. 💡Note: This field is intentionally left blank, because Integrations via SMS might send additional messages (at additional cost). |
|---|---|
| Task Limit Reached |
Message shown when the maximum (concurrent) task limit by the service has been reached. 🔎This limit is set in Modalities Tenant Settings in the Instant Messaging section. 💡Example:
|
| Session Ended by User |
💡Example:
|
✅Follow-up action: In order for any System Messages to take effect you need to apply them on your Modalities Service Settings > Instant Messaging section.
By defining different system message configurations you can steer the behavior per integration, e.g. send smaller messages when using SMS as compared to WhatsApp.