What automated message goes out to after-hours chat leads?

The moment a visitor submits their information through the after-hours chat widget on your website, they receive an immediate automated response within the chat window itself. The message typically acknowledges their inquiry, confirms the practice name, and lets them know that someone will be reaching out the next business morning. This message is configured by Vitality for your specific practice.

Depending on your account configuration, an automated SMS may also fire to the phone number they provided in the chat — similar to a form-fill lead's welcome text. This confirms their message was received and gives them a text thread they can reply to. Check your Conversations tab for that contact to see if an SMS went out and at what time.

After-hours chat leads land in the After Hours Chat pipeline column — not in Lead Received. The automated message that goes out sets the expectation of a next-morning call, not an immediate callback. This means your team's job the following morning is to call them first thing, before doing anything else in the pipeline.

To see what the lead received, open their record from the After Hours Chat column and click Open in Conversations. The automated chat response and any follow-up texts will be logged there with timestamps. You can see exactly what they read before you call them — use that context to open the conversation naturally when you reach out.