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Require Automated InteractionUpdated 3 months ago

Require Automated Interaction is an option available to Automate subscribers.

Once this option is enabled, your customers will have to go through an automated interaction before they'll be able to send you a message via Chat.

For example, they'll be prompted to use the Flows and they'll be able to send a Chat message or offline capture only if they don't manage to resolve the inquiry through the automated interaction.

This can reduce the flow of your conversations, making your interactions with customers more efficient, but they can't be turned on while Article Recommendations are switched on (the option will be grayed out).

A ticket will only be created if the customer says they need more help.


1. Navigate to Settings -> Channels -> Chat -> your Chat integration -> Preferences

2. Toggle the Remove "Send us a message" button on.

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