To save time, the system can automatically send an initial message when an interaction is first accepted. This initial message would be a canned message that you have set up for the queue in question.


For help with canned message, view our canned messages support page


To set an initial message, visit the queue page, found in the Setting submenu. Find the relevant queue and click the edit button:



Choose a canned message from this list, and click Update. Any interactions received in this queue, will have this canned message sent as an initial message.


The canned messages also accept variables, so it can include things like the queue name, company name and agent name too.