Reply on Subscription

Enable the Greeting

In the agent's reply mode settings, check Reply on segment subscription.

When the agent is assigned to segment members, Reply on segment subscription sends a separate greeting after a subscription without an incoming message: through a landing, direct link, or manual addition. The subscription event is saved in the private dialog history and passed to the agent as the current context. If the setting is disabled, this kind of subscription does not itself trigger a reply.

This setting is enabled by default for a new agent and is nested under Prepare replies and perform actions. When AI processing is disabled, a separate subscription reply is unavailable as well.

Subscriptions and Automations

When working with automations is configured, the agent's separate greeting does not start if a selected automation accepts the subscription or is already processing this dialog. The automation can send the greeting itself or explicitly call the agent from a step.

A subscription by keyword or the Any message rule happens while an incoming message is being processed. The agent replies to that message, so the separate subscription reply setting does not affect this scenario.