Message types
In Sendbird Desk, there are largely two type of messages - user messages and admin messages - each message has subcategories. To learn more about their code values and how to set, see the Messages page in our Docs.
User messages
User messages refer to general messages sent by customers and agents. Among user messages are regular Text messages, Rich messages, and Bot agent messages.
- User messages: A regular text message sent by customers and agents.
- Rich messages: A message that seems to be sent by an agent but systematically customized and posted, such as a closing confirmation message and a customer satisfaction(CSAT) message.
- Bot agent messages: A message sent by Desk Bots, such as FAQ bot answers.
Admin messages
Admin messages are typically ones that are administered and automatically sent by the system. Admins messages also have sub-types, Notification messages and System messages. The distinction between the two is its visibility to customers.
- Notification messages: A message used as a way to alert customers such as Welcome message, Delay message, Closing reminder, and more. Notification messages are visible to customers, agents, and admins and can be used for tickets created via Sendbird channels only.
| Type | On dashboard | Push notification | Badge |
|---|---|---|---|
Welcome message | Settings > Desk > Triggers > Welcome message | x | x |
Agent away message | Settings > Desk > Triggers > Away message | x | x |
Assignment delay message | Settings > Desk > Triggers > Assignment delay message | o | o |
Auto reply for working hours | Settings > Desk > General > Auto-reply | x | x |
Ticket closing message | Settings > Desk > Triggers > Default close message | x | o |
Auto close message | Settings > Desk > Automation > Change ticket from IDLE to CLOSED after | x | o |
Proactive chat message | Proactive Chat > Send messages | o | o |
Closing reminder | Settings > Desk > Automation > Send reminder before closing ticket in | o | o |
- System messages: A in-line message to inform agents and admins of systematical updates in a ticket, such as status change, ticket transfer, and more. System messages are visible to agents and admins only and can be used for tickets created via all channels. Unlike Notification messages, System messages don’t send out push notifications or display badges. Default messages can be edited in Settings > System messages on your dashboard.
| Event | Default message |
|---|---|
Ticket status changed from ACTIVE to IDLE according to automation | This ticket is automatically changed from Active to Idle. |
Ticket status changed from ACTIVE to IDLE by agent | This ticket is changed from Active to Idle by {agent.display_name}. |
Ticket status changed to IN PROGRESS by agent | This ticket is changed to In progress by {agent.display_name}. |
Ticket status changed from IN PROGRESS to PENDING according to automation | This ticket is automatically changed from In progress to Pending. |
Ticket assigned according to rules | This ticket is assigned to {agent.display_name} by the system. |
Ticket assigned by agent | This ticket is assigned to {agent.display_name} by {agent.display_name}. |
Ticket assigned through Platform API request | This ticket is closed by the platform api. |
Ticket assignment dismissed from team by agent | This ticket's team is dismissed from team {group.name} by {agent.display_name}. |
Ticket assigned to team by agent | This ticket's team is assigned to {group.name} by {agent.display_name}. |
Ticket transferred to another agent by agent with note | This ticket is transferred from {agent.display_name} to {agent.display_name} by {agent.display_name}. "{memo}" |
Ticket’s team changed to another team by agent | This ticket's team is transferred from {group.name} to {group.name} by {agent.display_name}. |
Ticket’s team changed to another team by customer | The ticket is transferred from {from_team_name} to the {to_team_name} team by the customer. |
Ticket’s team changed to another team through Platform API request | This ticket's team is transferred from {group.name} to {group.name} by the platform api. |
Ticket priority changed by agent | This ticket's priority is changed to {priority} by {agent.display_name}. |
Ticket priority changed by customer | This ticket's priority is changed to {priority} by the customer. |
Ticket priority changed through Platform API request | This ticket's priority is changed to {priority} by the platform api. |
Ticket closed according to automation | This ticket is automatically closed. |
Ticket closed by agent | This ticket is closed by {agent.display_name}. |
Ticket closed by customer | This ticket is closed by the customer. |
Ticket reopened by agent | This ticket is reopened by {agent.display_name}. |
Ticket reopened by customer | This ticket is reopened by the customer. |