Configure message header
Customize the messages displayed in the choice menu through categorization levels.
Here you enable and customize the virtual attendant's questions before choosing the queue options. Everything is via a hierarchical structure that collects information to overflow the customer to the correct human service queue.
How to Access
Access: Service / Digital Service / Configure Message Headers, as shown in Figure 1:
Figure 1: Configure Message Headers.
Note that the page presents five levels of categorization, each with an activation toggle and an editable text field to customize the message, each with a parameterized suggestion.
At the bottom, there is a button Confirm to save the settings:
How the Hierarchy Works
The system uses a cascading structure where each enabled level represents a question to the customer:
Question flow:
Service Group (broadest level)
Specialty (within the group)
Subspecialty (within the specialty)
Area (within the subspecialty)
Subarea (most specific level)
You can enable as many levels as necessary for your operation. It is not mandatory to use all five levels. For details about these settings click here.
Categorization Levels
1. Service Group
Toggle: marks that the field will be edited.
Default message field: What request do you want service for?
Description: First level of categorization, usually used to separate large areas such as Sales, Support, Finance, etc.
When to use: Whenever there are multiple service groups in the operation.
Important: If there is only one service group (or specialty, subspecialty, area, subarea) in the system, the question does not appear and the customer is directed straight to that group, without displaying the message.
Practical example:
Option 1: Sales
Option 2: Technical Support
Option 3: Finance
Option 4: Human Resources
2. Specialty
Toggle: marks that the field will be edited.
Default message field: Okay. Which specialization fits your service best?
Description: Second level of categorization, used to specialize within the chosen group.
When to use: When each service group has specialized subdivisions.
Practical example:
If the customer chose Technical Support:
Option 1: Software Support
Option 2: Hardware Support
Option 3: Network Support
Option 4: Telephony Support
3. Subspecialty
Toggle: marks that the field will be edited.
Default message field: Okay. Which subspecialization fits your service best?
Description: Third level of categorization, allowing even more specificity within the specialty.
When to use: For complex operations that require multiple levels of refinement.
Practical example:
If the customer chose Software Support:
Option 1: Operating System
Option 2: Office Applications
Option 3: Management Software
Option 4: Development Tools
4. Area
Toggle: marks that the field will be edited.
Default message field: Okay. Which area fits your service best?
Description: Fourth level of categorization, for even more specific segmentations.
When to use: In highly specialized operations that require a high level of routing precision.
Practical example:
If the customer chose Operating System:
Option 1: Windows
Option 2: macOS
Option 3: Linux
Option 4: Mobile (iOS/Android)
5. Subarea
Toggle: marks that the field will be edited.
Default message field: Okay. Which subarea fits your service best?
Description: Fifth and final level of categorization, the most specific possible.
When to use: Only in extremely complex operations that require the maximum level of specificity.
Practical example:
If the customer chose Windows:
Option 1: Installation and Configuration
Option 2: Performance Issues
Option 3: Errors and Crashes
Option 4: Updates and Patches
Saving the Settings
After enabling the desired levels and customizing the messages, click the button Confirm at the bottom of the page to save the changes.
Figure 2: Confirm Button.
Attention: Changes only take effect after clicking Confirm. If you leave the page without confirming, the changes will be lost.
Good Practices
Enabling Levels
Use only what is necessary - More levels does not mean more efficiency. Each additional question increases the time until human service.
Start simple - For new operations, start with 1-2 levels and add more as needed.
Test with real customers - Validate whether the categories make sense for those requesting service.
Review periodically - As the operation grows, it may be necessary to add or remove levels.
Messages
Maintain a consistent language - All questions should follow the same tone and structure.
Avoid technical jargon - Unless your audience is exclusively technical.
Be objective - The customer wants to be served quickly, not answer many questions.
Use action verbs - Select, Choose, Inform are more direct than Which would be.
Signs That Adjustment Is Needed
Reduce levels if:
Customers abandon the service before reaching a human.
Feedback indicates the process is too long.
Categorization completion rate is low.
Add levels if:
Services are frequently transferred to other agents.
Agents complain about services outside their specialty.
Resolution time is high due to lack of correct direction.
Review messages if:
Customers ask questions about what each option means.
Error rate in category choice is high.
Feedback indicates confusion in the process.
Use Cases
The Message Header Configuration is especially useful for:
Multi-department operations - directing customers correctly from the first contact.
Companies with multiple products/services - categorizing services by business line.
Specialized technical support - ensuring that complex problems reach the correct specialists.
Reduction of transfers - minimizing redirects between departments after service has started.
SLA optimization - quickly directing to those who can resolve, reducing total time.
Capacity management - distributing demand among different specialized teams.
Improvement of experience - preventing the customer from explaining the problem multiple times.
Segmented reports - allowing detailed analysis by service category.
Smart prioritization - combining categorization with priority rules by type.
Operational scalability - facilitating growth without losing routing quality.
Last updated: October 2025
Last updated