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The following steps need to be set up to tag clients who write free messages outside the path indicated in the automation:
This feature allows an automatic action to be triggered if the customer responds to the last message by sending a free message. The automatic action can be sending a generic response message e.g. Thank you for your message, one of our operators will get back to you as soon as possible.
Or a consultant tag can be assigned to assign the chat to a specific operator:
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How to link a chat button on the site to an automated response
