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.
Prerequisites
Customize the messaging
Open Message Customization
In the agent sidebar, go to Agent UI → Message Customization.
Set the welcome message
Write the greeting visitors see when they open the chat.
Add suggested questions
Provide a few starter questions so visitors know what they can ask.
Save & preview
Save and check how the opening of the conversation looks.
What you can set
Make the welcome message specific — “Ask me about pricing, setup, or returns”
converts better than a generic “Hi, how can I help?”
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.
