Initial service message
Customize the message that indicates a customer has been sent to the digital service queue.
Here you configure the queue message before human service. This message serves as an indicator that your customer has entered the queue and will soon be assisted by a real person.
Attention: this message is specific to inform your customer about the transfer. The agent who picks up the service in the Digital Workspace needs to interact with the customer so they know the service has started.
How to Access
Access: Service / Digital Service / Initial service message, as shown in Figure 1:
Figure 1: Initial Service Message.
The page shows an informational notice at the top, an editable text field for the message, an explanatory section about custom parameters and two buttons at the bottom:
Configuring the Initial Message
1. Informational Banner
At the top of the page there is a blue banner with the text:
This is the default message - click confirm to configure.
This notice indicates that you are viewing the system's default message. After customizing and confirming, this banner disappears.
2. Message Field
Just below there is a large text field where you can edit the message that will be sent to customers.
System default message:
Please wait a moment. I will call someone available to continue your service. {{TOTAL_CALLS}} Also, please note the reference number for our conversation: {{PROTOCOL}}
3. Message Preview
To the right of the edit field, there is a real-time preview showing how the message will appear to the customer, as shown in the Figure 2:
Figure 2: Interface
Custom Parameters
The platform offers dynamic parameters automatically replaced with real information at the time of sending, as shown in the Figure 3:
Figure 3: Custom Parameters
Available Parameters
{{PROTOCOL}}
Function: Displays the service protocol number.
Description: Parameter that customizes the display of the service protocol within the message.
Output example: 20251112143025789.
Recommended use: So the customer has a reference for the service number.
{{TOTAL_CALLS}}
Function: Displays the number of services in the queue
Description: Parameter that customizes the display of the number of services in the queue within the message
Output example: There are 3 people waiting for service.
Recommended use: To give the customer transparency about the estimated wait time.
How to Use Parameters
To insert a parameter into the message:
Place the cursor at the desired location in the text
Type exactly as shown:
{{PROTOCOL}}or{{TOTAL_CALLS}}The system will automatically replace it with the real value at the time of sending
Important: Parameters must be typed exactly as shown, including the double braces and uppercase letters. You can also keep the parameters in the suggested message and edit only the text.
Customizing the Message
Writing Best Practices
State the transition
Make it clear that the customer has entered the service queue.
Examples:
You will be assisted by one of our specialists shortly.
An agent is already on the way to help you!
Our team is ready to assist you.
Provide the protocol
Always include the parameter {{PROTOCOL}} so the customer has a reference.
Example:
Your service reference: {{PROTOCOL}}
Note this number for future reference: {{PROTOCOL}}
Manage expectations
If you use {{TOTAL_CALLS}}, be transparent but positive.
Example:
{{TOTAL_CALLS}} Please wait a moment, you will be assisted shortly!
Keep tone consistent
Use the same tone of voice that your company uses on other channels.
Configuring the Message
Step by Step
1. Edit the text
Click on the message field and edit the text as desired. You can:
Completely rewrite the message
Add or remove parameters
Adjust the tone and style
Include line breaks for better formatting
2. Preview in the preview
As you edit, the preview on the right updates in real time showing how the message will look with example values in the parameters.
3. Confirm changes
After finishing the edit, click the button Confirm at the bottom to save the new message.
4. Reset if necessary
If you want to revert to the system default message, click the Reset (in red).
Action Buttons
Confirm
Figure 4: Confirm
Saves the edited message.
The new message will be used in all queue sendings.
Reset
Figure 5: Reset
Restores the system default message.
Discards all customizations made.
Useful if you want to start over from scratch.
Attention: Always click Confirm after making changes. If you leave the page without confirming, the changes will be lost.
Relation to General Settings
This message will only be sent if the setting Show initial service message is enabled in the General Settings of Digital Service.
To enable or disable sending this message:
Go to Service / Digital Service / General Settings
Locate the toggle Show initial service message
Enable (purple) to send the message or disable (gray) to not send
Even with the toggle disabled, you can keep the message configured here. It will be saved and used when the toggle is enabled again.
Testing and Validation
How to Test the Message
1. Configure the message
Customize the text and click Confirm.
2. Enable in General Settings
Make sure that Show initial service message is enabled.
3. Simulate a service
Start a conversation through your channel (WhatsApp, Webchat, etc.)
Overflow from the bot to human service
See the configured message in the queue
4. Validate the parameters
Check that:
The protocol was correctly replaced by the number
The number of services in the queue was displayed (if using {{TOTAL_CALLS}})
The text is properly formatted
The tone is appropriate
Validation Checklist
Before putting into production, verify:
The tone is aligned with the brand identity
There are no Portuguese or typing errors
The message is not too long (ideal: up to 3 lines)
Parameters are written correctly with double braces
Optimization Tips
To Improve the Experience
Be brief
Long messages intimidate or cause the customer to miss important information. Keep it between 2-4 lines.
Use TOTAL_CALLS wisely
This parameter can be useful for transparency, but can also frustrate if the queue is large. Consider:
Using only during low-traffic times
Omitting it if your operation is always fast
Adding a positive message after the number
Test with real customers
Ask feedback from some customers about the message before implementing it for the entire base.
Review periodically
Every quarter, reassess whether the message is still appropriate for the company's moment and customer expectations.
Common Mistakes to Avoid
Parameters typed incorrectly
{PROTOCOL} (one brace) or {{protocol}} (lowercase) will not work. Use exactly {{PROTOCOL}}.
Message too formal or too informal
Ensure the tone is aligned with the brand's communication on other channels.
Not including the protocol
Always provide the protocol so the customer can reference the service later.
Unrealistic promises
Avoid you will be served in seconds if reality is different. Be honest and positive.
Message too long
Very long texts can be ignored or cause frustration. Be concise.
Use Cases
The Initial Service Message is especially useful for:
Humanizing the transition from the bot to a human agent, making it clear that there will now be human assistance
Providing reference information through the protocol for future inquiries or complaints.
Managing expectations informing about position in the queue when appropriate.
Creating connection with a personalized greeting that reflects the brand's values.
Reducing anxiety for the customer by informing them they are being properly directed.
Standardizing communication ensuring that all agents start in the same professional manner.
Collecting later feedback by providing a protocol that facilitates identification of the service.
Increasing trust by demonstrating organization and transparency in the process.
Last updated: October 2025
Last updated