What the off-topic message does and why you'd change it
When you set up a chatbot or live chat in Salesforce, the system needs to know what to say when a customer asks about something the agent cannot handle. That message is the off-topic message — it appears automatically when the conversation goes outside the scope of what your team is trained to answer.
By default, Salesforce shows a generic message. Customizing it means replacing that standard text with something that matches your brand, explains your actual boundaries more clearly, or routes the customer somewhere useful instead of just saying no.
The reason you would change it: a generic message feels impersonal and can frustrate customers. A custom message can acknowledge what they asked, explain why you cannot help, and tell them what to do next — all in your own voice.
Key Takeaways
- Off-topic messages appear when a customer asks about something outside your agent's scope, and you customize them in Salesforce Service Cloud under Chat Settings or Einstein Bots configuration.
- The message you write replaces Salesforce's default text and can include instructions to contact a different department, visit a help page, or try again with a different question.
- You need admin access to Salesforce to change these settings — regular agents cannot modify the message themselves.
- The same message applies to all conversations unless you set up separate bots or routing rules for different topics.
Where to find the off-topic message setting in Salesforce
The location depends on whether you are using Salesforce Service Cloud's standard chat feature or Einstein Bots. Both are in the setup menu, but the path differs.
For Service Cloud Chat: Log in as an admin, go to Setup, search for "Chat Settings," and open the configuration for your specific chat deployment. Look for a field labeled "Off-Topic Message" or "Default Message" — this is where the text appears that customers see.
For Einstein Bots: Go to Setup, search for "Einstein Bots," open your bot, and find the "Routing" or "Escalation" section. The off-topic message is usually under "No Match Response" or "Fallback Message" — this is what the bot says when it does not recognize the customer's intent.
If you cannot find these settings, check whether your Salesforce license includes Service Cloud or Einstein Bots. Some editions do not have these features, and you may need to contact your Salesforce account team.
How to write an off-topic message that actually helps
A good off-topic message does three things: it acknowledges the customer, it explains the boundary, and it tells them what to do next. A bad one just says "I cannot help with that."
Instead of: "That topic is outside my scope," try: "I handle billing questions. For technical support, please visit our help center at [URL] or email support@company.com and mention your account number."
Keep it short — two or three sentences. Customers are already frustrated that they hit a dead end. Long explanations make it worse. Include a specific next step: a phone number, email address, web link, or department name. Do not leave them guessing.
If you have multiple agents handling different topics, you might want different off-topic messages for each. That requires setting up separate bots or routing rules, which is more complex but gives customers clearer direction.
The difference between off-topic messages and escalation messages
These two are straightforward to confuse because they both appear when something goes wrong. An off-topic message appears when the customer asks about something the agent or bot is not designed to handle at all. An escalation message appears when the agent or bot recognizes the topic but cannot solve it and needs to hand off to a human or specialist.
Off-topic: "I only answer questions about account billing. For product recommendations, please contact sales@company.com."
Escalation: "I understand you need a refund for an order. Let me connect you with a specialist who can process that for you."
In Salesforce, you set these in different places. Escalation messages are usually in the routing rules or queue settings, while off-topic messages are in the chat or bot configuration. If your message is not appearing when you expect it, check whether you are looking at the right setting.
Steps to change the message in Service Cloud Chat
Log in to Salesforce as an admin. Click the gear icon in the top right and select "Setup." In the left sidebar, use the search box and type "Chat Settings." Open the chat deployment you want to change — if you only have one, it will be the default.
Find the field for the off-topic or default message. Delete the existing text and type your new message. You can use plain text or include basic HTML formatting like line breaks. Some Salesforce versions allow you to use merge fields to insert customer names or account numbers, but check your documentation first.
Click "Save." The change takes effect when ready for new conversations. Existing chats will still show the old message, but any customer who starts a new chat after you save will see the new one.
Steps to change the message in Einstein Bots
Log in as an admin and go to Setup. Search for "Einstein Bots" and open the bot you want to edit. Click the "Routing" or "Escalation" tab, depending on your Salesforce version.
Look for a section called "No Match Response," "Fallback Message," or "Off-Topic Handling." This is where the bot's response to unrecognized questions lives. Click "Edit" or the pencil icon next to the message field. Replace the default text with your custom message and save.
If your bot has multiple intents (topics it is trained to recognize), you can also set different messages for different intents. For example, the billing bot might say "I handle billing questions" while the shipping bot says "I handle shipping questions." This requires editing each intent separately in the bot builder.
Common mistakes when customizing the off-topic message
The most common mistake is making the message too long. Customers do not read paragraphs when they are already frustrated. Keep it to one or two sentences plus a clear next step.
Another mistake is not testing it. After you save, start a test chat and ask the bot or agent something you know is off-topic. Make sure the message appears, that the link or email address works, and that it makes sense in context. If the message does not appear, check whether you saved the change and whether you are testing the right deployment or bot.
A third mistake is forgetting to update the message when your team's scope changes. If you hire a new specialist or stop handling a certain type of question, the off-topic message should reflect that. Set a reminder to review it every few months.
Frequently Asked Questions
Can different agents have different off-topic messages?
Not automatically — the message you set applies to all agents in that chat deployment or bot. If you need different messages for different teams, you would need to set up separate bots or use routing rules to direct customers to different queues before they reach an agent. This is more complex and usually only worth doing if your teams handle completely different topics.
What if I want the bot to offer a menu instead of just saying no?
You can include a menu in the off-topic message by listing options with numbers or bullet points. For example: "I handle billing and account questions. For other topics, please choose: 1) Visit our help center, 2) Email support, 3) Call 555-0123." Some Salesforce setups allow interactive buttons instead of text, but that requires more advanced configuration.
Does the off-topic message appear if the customer is already talking to a live agent?
No. The off-topic message is for the bot or automated system. Once a customer is connected to a live agent, that agent decides how to respond. The off-topic message only appears during automated chat or when the bot cannot understand the customer's question.
Can I use the off-topic message to collect information before escalating?
Yes, but it depends on your setup. In Einstein Bots, you can create a flow that asks clarifying questions before escalating. In Service Cloud Chat, the message itself cannot ask questions — it just appears and the conversation ends or transfers. If you need to gather information, you would need to set up a more complex bot flow.
What happens if I leave the off-topic message blank?
Salesforce will use its default message instead. This is usually something generic like "I cannot help with that topic." It is better to leave it blank than to use a confusing or unhelpful message, but a custom message is almost always better than the default.