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Disable presence messages on Social channels
A new toggle on the Social channel settings page allows you to suppress presence messages on Sunshine Conversations and Twilio channels.
Presence messages are system notifications such as “connected to live agent” that appear to end users when agents join or leave a conversation. In scenarios with frequent agent reassignments, these messages can create a noisy experience.
With the Disable presence messages toggle enabled, the AI Agent no longer sends these notifications to end users. Agent routing and Handoff behavior are not affected.
To configure this setting, go to Config > Channels > Social > Presence Messages. For more information, see Social channel onboarding.
