Augment Answer Threads Handoff Message

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  • Published on Feb 22, 2025
  • 1 minute(s) read

Before handing a Conversation off to an Agent, Answer Threads will reply to the Customer with the text “One moment please.” This message signifies that Answer Threads cannot provide a response to the Customer’s initial or most recent request and that an Agent will be needed to continue the Conversation. While the “One moment please” handoff message is not currently customizable, there are steps you can take to enhance this messaging.

Add a Topic in the Sidekick Thread

The first step in augmenting Sidekick’s hand off message is to add a Topic within the corresponding Sidekick Answer Thread. This Thread is likely named something like “Chat - Answer Threads” or “SMS - Answer Threads.”

  1. Click .

  2. Select Settings.

  3. Under the Sidekick category, click Threads.

  4. Identify the Answer Thread where you need the Topic added.

    1. Tip – This Thread is likely named something like “Chat - Answer Threads” or “SMS - Answer Threads.” You can locate the Thread by using the Search bar at the top of the Thread List.

  5. Edit the Thread.

  6. Within the Thread Builder, add the Update Conversation Action before the Generative Reply Action.

  7. Add a Sub-Action within the Update Conversation Action.

  8. Select the Add Topics Sub-Action.

  9. Add the Topic.

    1. Tip – name the Topic clearly, for example “Sidekick Answer Threads.”

  10. Click Save.

Create a new Rule

Once you’ve added a Topic to the Sidekick Thread, the second step in enhancing the handoff message is to create a Rule, triggered by the Topic you just added.  

Create a new Rule utilizing the recipe below.

  1. Name the Rule.

    1. Use something descriptive, for example “Answer Threads Auto-Reply.”

  2. Trigger.

    1. Select Communication is Received.

  3. Add multiple Conditions.

    1. Select Channel is and select Chat.

    2. Select Message starts a new contact.

    3. Select Topics include and select Any of and then select the new Topic you added (i.e. “Sidekick Answer Threads”).

  4. Add Actions.

    1. Select Send Auto-Reply.

    2. Search for and select the response you would like Answer Threads to provide in addition to the “One moment please” message.

  5. Click Add Rule.

Once you have set up both the Topic and Rule for this scenario, Customers will receive two messages prior to hand off to an Agent, in the following order:

  • “One moment please.”

  • The Auto-Reply selected within the Rule configuration.

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