Signature Messages in BotSailor are pre-configured, friendly greetings sent automatically when an agent joins a Live Chat. They help create a human touch, boost user engagement, and make it clear that a real person has taken over the conversation.
BotSailor allows Signature Messages to be configured in two locations:
Important: If a Signature Message is set in the Team Account, it will override the platform-level configuration and apply to all Live Chat channels—WhatsApp, Facebook, Instagram, Telegram, and Webchat.
To configure a general signature message from the platform settings:
This configuration applies to the current platform (e.g., WhatsApp) but will be ignored if team-level signature is enabled.
For agent-specific customization, follow these steps:
Once enabled here, this message will be used across all Live Chat platforms instead of the platform default.
You can also assign agents dynamically using chatbot flows:
When the agent joins, the configured signature message will be triggered.
Signature Messages in BotSailor enhance user interaction by creating a personal, humanized conversation experience. Whether configured globally or individually, they ensure smooth agent transitions and build confidence in real-time support.
Remember: Team Account Signature Message overrides all platform configurations. So use it if you want consistent branding and messaging across all channels.
Conversation handover can make communication and issue resolution fast. When a team member encounters a technical or complex query they cannot handle, passing the conversation to a more qualified teammate improves customer satisfaction and saves time. It reduces frustration for both the customer and the agent.
What is BotSailor Live Chat?
BotSailor's Live Chat is a real-time communication inbox for Web chat, WhatsApp, Facebook Instagram and Telegram, From where team members can directly chat with customers, provide instant support, and more through this shared team inbox.
The “Join Chat” feature allows team members to collaborate efficiently by enabling one agent to take over a live conversation.
To edit the Signature Message, follow these steps:
Go to Bot Manager Settings > Configuration.
Admin can see conversation handovers and can see who handed over the conversation, which agent joined the chat and the timing of these actions. This transparency ensures accountability and effective team management.
This Informs the customer about the handover. Adds a personal touch by including the agent’s name.
When the “Join Chat” button is clicked by the new agent, the live chat panel auto reload
And a new agent can send messages to the customer.
Yes for the Bot Manager > Configuration > Shared Inbox Signature Message Configuration the Signature message can be disabled.
Your team can manage customer interactions in one place with BotSailor Live chat - a shared inbox for Web Chat, WhatsApp, Facebook, Instagram and Telegram.
"Join Chat" lets a team member take over an ongoing conversation - great for customer support.
A customized notification to the customer when a new agent joins a conversation confirms the change in support - called a Signature Message.
Handover lets team members quickly resolve issues when a query requires expertise that another agent has.
It allows fast agent switches which may be required for complicated queries or in case an agent needs help.
Yes - you can customize the Signature Message from the Bot Manager settings to fit your brand tone and include agent names if you wish.
It informs customers about the conversation handover, which is more personal and transparent.
This live chat panel auto reloads and the new agent can engage with the customer.
Yes, from Bot Manager settings the Signature Message can be disabled.
The message could include the agent name so the customer knows they are speaking with someone else.
Admins can track when a handover occurs / who started / which agent joined the conversation / etc.
Agents should use "Join Chat" if they need help with a customer query or the current agent is unable to continue.
Yes, a Signature Message will be sent to the customer indicating the agent change.
And yes, the Signature Message format can reflect your brand's style of communication.
The Join Chat feature requires an agent to manually activate it, but you can provide guidelines for when agents should use it.
Yes, the history of handovers is visible to admins. With Signature Messages both the customer and the admin can be informed which of the available team members is now on Live chat.
BotSailor supports Web chat, WhatsApp, Facebook, Instagram & Telegram.
There are many website chat solutions, among them BotSailor Web chat is best, because it has an AI assistant and can retain the context of the chat.
Using a common Live chat for all communication channels is the best way to improve customer experience.
Benefits of working via live chat?
Live chat supports real-time communication with the customers, it reduces response delay and supports multitasking. This increases efficiency & trust & provides an easy way for customers to get support.
Do live chat services have a market?
Live chat is commonplace in e-commerce / SaaS / healthcare and financial services / financial services / etc. Live chat is becoming more important to businesses for increasing customer engagement and sales.
What is missing from your live chat solution?
Frequently these gaps involve something like CRM integration or relatively robust analytics or multilingual support or conversation handover, where Botsailor gives most of those solutions.
So what makes good customer service?
Good customer service involves timely, sympathetic and effective responses to customers 'needs. It involves active listening, correct solutions & positive experience.
What are the major problems in customer service?
Typical issues are delayed responses, no personalization, insufficient agent training and badly performing issue resolution processes.
What is the best way to resolve customer issue?
Know what the issue is, speak empathetically and clearly, and provide a quick fix. Check that the resolution satisfied the customer.
How does customer service affect the customer?
Customer service brings satisfaction, loyalty and brand perception directly. Positive experiences promote repeat business, while poor service causes customer churn.
What happens to customer complaints? What are its solutions?
Listen actively; acknowledge the concern; apologize; and offer a solution. Empower agents to actually address issues and follow up to confirm satisfaction.
How to build your perfect team?
Hire people who communicate well and who enjoy problem-solving; give lots of training; create a supportive work environment that encourages collaboration.
What is the need for good customer experience?
A positive experience builds loyalty, repeat business and referral business. This helps to maintain competitive advantage.
What to do when a customer is irate?
Keep your cool, listen without interrupting and understand their frustration. Offer solutions, & escalate to a superior if required.
Can you suggest a tool to improve customer interaction?
You can try BotSailor. It offers live chat, chatbot building and multi-platform support for channels like WhatsApp, Facebook and Instagram enabling businesses to engage customers.