Messages and prompts

The first impression controls set what a visitor sees the moment they open the widget, before they type anything.

Opening messages

The opening message is the agent's greeting. It is on by default, and a new agent is seeded with two bubbles so the greeting arrives in a couple of natural beats rather than one long paragraph.

The greeting is the head of the conversation, not a separate screen: it renders as real messages at the top of the thread and animates in exactly like a reply would.

Keep it warm and specific. "Hi, I can help with orders, returns, and product questions" tells a visitor what to ask far better than "How can I help you today?"

Do not use the greeting to ask for a name or an email. Contact details are collected by Sales lead capture at the moment they are relevant, in a real form that pre-fills — asking up front is a pre-chat form by another name, and it measurably costs you conversations.

Suggested prompts

Suggested prompts are the tappable bubbles under the greeting. They are the fastest way to show visitors what the agent is good at. Add up to five.

Each prompt is one field: what the chip says is what gets sent. There used to be a separate label, and all it ever did was let the visible chip and the message the agent received drift apart.

Good prompts mirror your top real questions:

• "Where is my order?"
• "What is your return policy?"
• "Do you ship internationally?"

Prompts are on by default with generic examples. Replace them with yours.

Composer placeholder

The composer placeholder is the grey hint text in the message box. Use it to invite a question, like "Ask about pricing, features, or setup."

Cap-reached message

On the Free plan, when a workspace uses up its monthly conversation pool, new visitors see a message instead of a live agent. You can customize that message here so it stays on-brand, for example pointing people to email until the pool resets. Paid plans have large enough pools that most workspaces never see this. See Usage and limits.