Skip to main content
When someone opens the chat, you can greet them with a welcome screen instead of an empty chat window. It makes the chat easier to get started with. You’ll find this on the agent under Turn on → Chat → the Behaviour tab, in the First screen group.

​
Turn it on

Turn on Show a first screen. If it’s off, people land directly in the chat. Then What the first screen shows appears: a start line, up to three shortcuts, and up to three links.

​
Start chat text

Start chat text sits on the line that opens the chat. The default is “Start a new chat”. Change it if you’d like something more specific, for example “Ask a question”.

​
Shortcuts

Shortcuts are small cards the user can tap instead of typing. You can have up to three. Two kinds:
The user taps, and the question is sent as the first message. Use it for the questions you get again and again.
  • What people read: “Opening hours”
  • The message that gets sent: “What are your opening hours?”
If you have a workflow, for example “Book an appointment” or “Cancel a booking”, you can set it as a shortcut. The user clicks, and the task starts right away, with no conversation first.Only workflows that are live can be chosen. See Publish your changes.
Keep the shortcut text short. Two to three words. “Opening hours” works better than “What are your opening hours?”.
If a workflow is deleted, the shortcut shows as This task is no longer available. Remove it, or choose a different workflow. Links send the user on to pages on your website. You can have up to three. For each link you choose:
  • Icon. An emoji. Click the icon and search.
  • Link text. What the user reads.
  • Link address. The page they’re sent to.
A link is saved once it has both text and an address. A plain address like acme.com becomes https://acme.com.

​
Preview

The preview on the right updates every time you change something. That’s what people see.

​
A good starting point

If you’re not sure, start with:
  • Show a first screen turned on
  • Two shortcuts, your two most-asked questions
  • One or two links, for example Find us and Pricing
You can always build on it from there.

​
Next steps