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Message Customization controls the words your agent opens with — the welcome message visitors see first and the suggested questions that help them start a conversation. Open Agent UI → Message Customization from the agent sidebar.

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Prerequisites

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Customize the messaging

1

Open Message Customization

In the agent sidebar, go to Agent UI → Message Customization.
2

Set the welcome message

Write the greeting visitors see when they open the chat.
3

Add suggested questions

Provide a few starter questions so visitors know what they can ask.
4

Save & preview

Save and check how the opening of the conversation looks.
The Message Customization panel with a welcome message and suggested questions.

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What you can set

ElementPurpose
Welcome messageThe first thing visitors read when the chat opens.
Suggested questionsTappable prompts that guide visitors to common topics.
Make the welcome message specific — “Ask me about pricing, setup, or returns” converts better than a generic “Hi, how can I help?”

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Tips

  • Use 3–4 suggested questions that map to your most common requests.
  • Phrase suggestions the way customers actually ask, so they double as good knowledge-base matches.
  • Keep the welcome short — it’s an invitation, not a paragraph.

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