Deflect to Chat is played when the user is deflected to a chat agent to continue. This message is available only for Phone experiences. 

Configure Deflect to Chat

To deflect to a chat, follow the below steps:

1. On the left pane, click Defaults.
2. On the Defaults page, under the Phone Experiences section, click the Deflect to Chat card.
3. On the Deflection to Chat window, you can find the Pre-Deflection Message.
4. Click the Edit icon to edit.
5. Enter the appropriate text message or retain the default message.
6. Click Save.