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This page shows how to configure deflections and greeting messages for SMS chat.
Set SMS chat deflections
If your administrator has enabled this capability, you can configure your own
SMS chat deflection settings using the agent adapter. For information about
enabling agents to configure SMS settings, see Direct SMS
numbers.
To set SMS chat deflections, follow these steps:
In the CCAI Platform portal, click Chat. The chat adapter
appears.
Click After hours deflection. The After hours deflection pane
appears.
Click the After hours deflection toggle to the on position.
To configure chat availability hours, do the following:
Click Chat availability hours. The Chat availability hours pane
appears.
To configure the time zone, do the following:
Click Time Zone. The Time Zone pane appears.
Click the time zone that you want.
Click chevron_leftBack to
return to the Chat availability hours screen.
For Days and hours of operation, select one of the following:
24 hour operation. This indicates that you're available 24 hours
a day.
Weekdays / Weekends. Select whether you're available on
weekdays, weekends, or both. Then configure your times of
availability.
S / M / T / W / T / F / S. Select the days that you're
available, and then configure your times of availability.
To set the holidays that you observe, click Holidays to Observe. The
holidays that your company observes appear, organized by country. Do one
of the following:
To make yourself unavailable for all of a country's holidays, select
the checkbox for that country.
To make yourself unavailable for only some of a country's holidays,
do the following:
Click expand_moreExpand
more.
Select the individual holidays that you're unavailable for.
Click chevron_leftBack to
return to the Chat availability hours pane.
Click Save chat availability hours.
Click chevron_leftBack to
return to the After hours deflection pane.
In the Message field, enter your after hours deflection message.
Click Save after hours deflection.
Set SMS chat greeting messages
If your administrator has enabled this capability, you can configure the
greeting message that displays to an end-user when they contact you with an SMS
chat. For information about enabling agents to configure SMS chat greeting
messages, see Direct SMS numbers.
To set a SMS chat greeting message, follow these steps:
In the CCAI Platform portal, click Chat. The chat adapter
appears.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThis guide details the process of configuring SMS chat deflection settings, allowing agents to manage when they are available for chat.\u003c/p\u003e\n"],["\u003cp\u003eAgents can set their chat availability hours, including time zone, days of operation (24 hours, weekdays/weekends, or specific days), and observed holidays.\u003c/p\u003e\n"],["\u003cp\u003eThe guide also explains how to set up an after-hours deflection message to inform users when the agent is unavailable.\u003c/p\u003e\n"],["\u003cp\u003eAgents can also configure a greeting message that will be sent to end-users when they initiate an SMS chat.\u003c/p\u003e\n"],["\u003cp\u003eAgents have the option to prevent their greeting message from being sent outside of their available working hours by using the 'Skip greeting message after hours' checkbox.\u003c/p\u003e\n"]]],[],null,["# Configure SMS chat\n\nThis page shows how to configure deflections and greeting messages for SMS chat.\n\nSet SMS chat deflections\n------------------------\n\nIf your administrator has enabled this capability, you can configure your own\nSMS chat deflection settings using the agent adapter. For information about\nenabling agents to configure SMS settings, see [Direct SMS\nnumbers](/contact-center/ccai-platform/docs/direct-sms-numbers).\n\nTo set SMS chat deflections, follow these steps:\n\n1. In the CCAI Platform portal, click **Chat**. The chat adapter\n appears.\n\n2. Click more_vert **Options \\\u003e\n Agent SMS deflections** . The **Agent SMS deflections** pane appears.\n\n3. Click **After hours deflection** . The **After hours deflection** pane\n appears.\n\n4. Click the **After hours deflection** toggle to the on position.\n\n5. To configure chat availability hours, do the following:\n\n 1. Click **Chat availability hours** . The **Chat availability hours** pane\n appears.\n\n 2. To configure the time zone, do the following:\n\n 1. Click **Time Zone** . The **Time Zone** pane appears.\n\n 2. Click the time zone that you want.\n\n 3. Click chevron_left **Back** to\n return to the **Chat availability hours** screen.\n\n 3. For **Days and hours of operation**, select one of the following:\n\n - **24 hour operation**. This indicates that you're available 24 hours\n a day.\n\n - **Weekdays / Weekends**. Select whether you're available on\n weekdays, weekends, or both. Then configure your times of\n availability.\n\n - **S / M / T / W / T / F / S**. Select the days that you're\n available, and then configure your times of availability.\n\n 4. To set the holidays that you observe, click **Holidays to Observe**. The\n holidays that your company observes appear, organized by country. Do one\n of the following:\n\n - To make yourself unavailable for all of a country's holidays, select\n the checkbox for that country.\n\n - To make yourself unavailable for only some of a country's holidays,\n do the following:\n\n 1. Click expand_more **Expand\n more**.\n\n 2. Select the individual holidays that you're unavailable for.\n\n 5. Click chevron_left **Back** to\n return to the **Chat availability hours** pane.\n\n 6. Click **Save chat availability hours**.\n\n 7. Click chevron_left **Back** to\n return to the **After hours deflection** pane.\n\n6. In the **Message** field, enter your after hours deflection message.\n\n7. Click **Save after hours deflection**.\n\nSet SMS chat greeting messages\n------------------------------\n\nIf your administrator has enabled this capability, you can configure the\ngreeting message that displays to an end-user when they contact you with an SMS\nchat. For information about enabling agents to configure SMS chat greeting\nmessages, see [Direct SMS numbers](/contact-center/ccai-platform/docs/direct-sms-numbers).\n\nTo set a SMS chat greeting message, follow these steps:\n\n1. In the CCAI Platform portal, click **Chat**. The chat adapter\n appears.\n\n2. Click more_vert **Options \\\u003e\n Agent SMS messages** . The **Agent SMS messages** pane appears.\n\n3. Enter a greeting message in the text field.\n\n4. Optional: To prevent your greeting message from being sent after hours,\n click the **Skip greeting message after hours** checkbox.\n\n5. Click **Save SMS messages**."]]
Chat. The chat adapter
appears.