Hide message about another agent joining conversation

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Posted on by Psyionic

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Hi All,

In Omnichannel chat widget when agent want to add a supervisor for consultation to the chat automated message is shown to the user "Another agent has joined the conversation". Is there any way to hide this message? We don't want to show it when agent want to have a simple supervisor consultation.

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RE: Hide message about another agent joining conversation

Hi Oleksandr,

Automated messages would be triggered when as event happens

We have two types of automated messages, out of the box ones and custom ones.

You cannot create out of the box automated messages, but you can tweak the text. And enable / disable them as required.

Within the Omnichannel Administration app I can see these system automated messages in the “Automated messages” option which is under the heading of “Settings”.

Custom automated messages are created on a channel by channel basis.

You can refer following link for more details:

Omnichannel for Customer Service – Quick Replies and Automated Messages | Microsoft Dynamics 365 (neilparkhurst.com)

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