Ability to Disable System Banner Messages in Chat Flow Control

Ability to Disable System Banner Messages in Chat Flow Control

Dear Zoho SalesIQ Team,
Greetings,

We would like to request an enhancement related to the system banner messages in Zoho SalesIQ chat flow control.

Current Behavior:

SalesIQ allows configuring various automatic banner/system messages such as:

  1. Waiting message
  2. Operators engaged
  3. Operator busy
  4. Operators busy response
  5. Thank you message
And similar system notifications

At the same time, Zobot flows can also send custom messages to the visitor for the same scenarios (e.g., busy responses, waiting messages, transfer messages, etc.).

Problem:

These messages can become conflicting or duplicated:

For example If the Zobot sends a Busy Response, The visitor will also receive the system banner message from Flow Control for the same state.

This results in:

  1. Duplicate messages
  2. Confusing communication
  3. Poor user experience
  4. Unclear conversation flow when moving from bot → agent

Even when the bot flow is carefully designed, the system banners cannot be disabled, which makes it impossible to fully control the visitor experience from the bot logic.

Feature Request:

Please add the ability to:

  1. Disable specific banner/system messages (Waiting, Busy, Operators engaged, Thank you, etc.).

This would:
  1. Prevent message duplication and conflicts.
  2. Allow full control over conversation UX.
  3. Create a clean and consistent flow between bot and agent interactions.
  4. Enable better-designed conversational experiences without UI noise.

In general, the current message flow between bot-handled chat → agent transfer → agent chat is unclear and cumbersome, and this feature would be a major step toward improving clarity and UX.

Thank you for considering this enhancement.

Warm regards,
Ram

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