Managing System Messages

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Managing System Messages

General

 

System Messages appear on your Start Chat form, Offline form and in your chat sessions. They can be visible to operator, visitor or both operator and visitor. You can customize and translate system messages in your account Control Panel, Account Settings / System Messages page. System Messages fields allow adding up to 102400 symbols

 

Live Chat System Messages page

System Messages page

 

Note! The length of each system message is limited to 1024 characters, including spaces.

 

HTML formatting

 

System Messages support basic HTML formatting. Below are examples of default and customized Start Chat Form Header Text.

 

Default Start Chat Form Header Text

Default Start Chat Form Header Text

 

 

 

Customized Start Chat Form Header Text

Customized Start Chat Form Header Text

 

Note! All basic HTML tags used for content formatting are allowed. The list of disallowed tags currently is the following: DOCTYPE, HTML, HEAD, BODY, TITLE, META, BASE, SCRIPT, NOSCRPT, LINK, FRAME, FRAMESET, IFRAME, XML. It can be extended at any moment if we notice that some HTML tags are used in an inappropriate way. Also JavaScript event handles and calls of functions will be cleared from system messages.

 

In case some of prohibited tags or JavaScript elements were used, they would be cleared while saving your system messages. You will get the following notification about system messages clearing:

 

System Messages Clearing

 

Variables in System Messages

 

Some system messages support variables like OPERATOR, VISITOR, IN_ROOM, etc. Please read the particular system message description to get to know what variables are accessible in the message.

 

Live Chat Department Welcome Message

Department Welcome Message supports VISITOR and DEPARTMENT variables

 

These variables shouldn't be translated or changed when translating the message.

 

Visitor's name is passed by the VISITOR variable from the Start Chat form. You need to use the field of Name type to get your visitor's name on the Start Chat form. It will be automatically passed to system messages in this case. This is the only way to pass your visitor's name to the system messages.

 

If there is no visitor name specified on the Start Chat form, Guest will be used instead of it in all system messages.

 

System Messages visibility

 

Most of system messages are displayed in the chat session text. You can enable / disable each particular message visibility for operator and visitor.

 

Visibility settings for No Available Operators Message

Visibility settings for No Available Operators Message

 

E.g. if you disable No Available Operators Message visibility for visitors, no message will be displayed in chat if the visitor's call is not accepted for 60 seconds.