What the off-topic message is and where to find it

The off-topic message in Salesforce is the text that appears when a chat or messaging conversation gets flagged as outside your support scope. By default, Salesforce shows a generic message, but you can replace it with something specific to your business — like directing customers to a different department, providing a phone number, or explaining what you do support.

This setting lives in your Salesforce org's Einstein Bots configuration or in your messaging channel settings, depending on whether you're using a bot to detect off-topic conversations or handling the routing manually. The exact location depends on your Salesforce setup, so the steps below cover both paths.

Key Takeaways

  • The off-topic message appears when a conversation falls outside your defined support topics, and you can customize it to match your business needs.
  • If you use Einstein Bots, the message is configured in the bot's intent settings under the "No Match" or off-topic response.
  • If you route conversations manually, the message is set in your messaging channel or chat settings under conversation routing rules.
  • You need admin access to Salesforce to change these settings; agents cannot modify the message themselves.
  • Test your new message by triggering an off-topic conversation in a sandbox org before pushing it to your live environment.

Customizing the message in Einstein Bots

If your Salesforce org uses Einstein Bots to handle incoming conversations, the off-topic message is part of the bot's intent configuration. Open your bot in the Einstein Bots builder, then find the intent that handles off-topic or no-match scenarios — this is often called "No Match Intent" or "Fallback Intent."

Click into that intent and locate the response section. You'll see a field for the bot's reply message. Replace the default text with your custom message. This is where you can add specific instructions like "Please contact our sales team at sales@company.com" or "We support billing and account questions only — for technical issues, visit our help center."

After you update the message, save the bot and publish it. The new message will appear the next time a conversation triggers that intent. If you have multiple intents or fallback paths, check each one to ensure consistency across your bot's responses.

Setting the message in messaging channels and chat settings

If you're not using a bot and instead route conversations through Salesforce's native messaging or chat features, the off-topic message is configured in your channel settings. Go to Setup, search for "Messaging" or "Chat," and open the channel you want to modify.

Look for a section called "Routing Rules," "Conversation Settings," or "Agent Availability." Some orgs have a dedicated field for off-topic or out-of-scope messages. If your channel doesn't have a direct field for this, check whether you've set up a routing rule that transfers off-topic conversations — you can add a message to that rule explaining where the customer is being sent.

Save your changes and test the message by starting a conversation that would normally be routed as off-topic. The message should appear before the conversation is transferred or closed.

Writing an off-topic message that actually helps customers

A good off-topic message tells the customer three things: what you don't support, where they should go instead, and how to reach that resource. Avoid vague language like "We can't help with that" without context.

Instead of: "This topic is off-topic," try: "We handle billing and account questions. For technical support, please visit support.company.com or call 1-800-555-0123."

Keep the message short — one or two sentences — so it's easy for customers to read and act on. If you support multiple departments or products, you might need different off-topic messages for different channels or bots. Make sure each message directs customers to the right place for their specific issue.

Testing your message before it goes live

Always test a new off-topic message in a sandbox org before deploying it to your production environment. Create a test conversation that would trigger the off-topic response, then verify that your custom message appears correctly and that any links or contact information are accurate.

Check the message on both desktop and mobile, since some customers will view it on their phones. If your message includes a phone number, make sure it's clickable on mobile devices. If it includes a link, test that the link works and goes to the right page.

Have a colleague or team member review the message for tone and clarity. An off-topic message is often the last thing a frustrated customer sees, so it should be helpful and professional, not dismissive.

Updating the message across multiple bots or channels

If your org has more than one bot or messaging channel, you'll need to update the off-topic message in each one separately. There's no global setting that applies to all bots at once, so plan for this if you're making a company-wide change to how you handle off-topic conversations.

Create a document listing each bot and channel and the off-topic message it should use. This prevents inconsistency and makes it easier to track changes. If you use a shared template or standard message across multiple bots, update your internal documentation so that future admins know the intended message and can replicate it if needed.

Frequently Asked Questions

Can agents change the off-topic message themselves?

No. Only Salesforce admins with access to bot configuration or channel settings can modify the off-topic message. Agents see the message but cannot edit it. If agents need to send a different message, they would have to do so manually in the conversation, which defeats the purpose of automation.

What happens if I don't customize the off-topic message?

Salesforce displays a generic default message that doesn't tell customers where to go or what to do next. This often frustrates customers and can lead to repeat messages or escalations. Customizing the message improves the customer experience and reduces unnecessary back-and-forth.

Can I use HTML or special formatting in the off-topic message?

It depends on your setup. Some messaging channels support basic HTML or markdown formatting, while others accept plain text only. Check your channel's documentation or test a formatted message in a sandbox to see what displays correctly. Most off-topic messages work best as plain text with a clear structure.

How do I know if a conversation is being flagged as off-topic?

In Einstein Bots, the bot's intent detection determines whether a message matches an off-topic intent. In manual routing, you set the rules that define what counts as off-topic. You can review conversation logs and transcripts to see which conversations triggered the off-topic message and adjust your intents or routing rules if needed.

What if customers keep getting the off-topic message for things we actually support?

This usually means your bot's intents are too narrow or your routing rules are too strict. Review the conversations that were incorrectly flagged as off-topic, then add those topics or keywords to the relevant intents. In Einstein Bots, you can add training phrases to help the bot recognize similar requests in the future.