2. Automation Welcome Messages
Automation welcome messages are configured through Automation Flow. When a visitor enters a chat widget or chat link page, the system can automatically display a preset welcome message. The visitor can see the content without sending a message first.
In addition to a standard greeting, an automation welcome message can show the platform's latest promotions, special offers, service announcements, frequently asked questions, and other useful information before the visitor starts an inquiry.
Common use cases:
- Promote platform campaigns: Show the latest campaigns, special offers, top-up rewards, and other promotions.
- Service announcements: Inform visitors about platform maintenance, service hours, or business changes.
- FAQ guidance: Explain how to handle common questions about top-ups, withdrawals, accounts, and other topics in advance.
- Inquiry guidance: Ask visitors to provide an order number, issue description, or other information so agents can respond more efficiently.
Configuration steps:
- Open Automation Flow and click Create Flow.
- Select the Chat Widget and Welcome Message template.
- Edit the content under Send Message. You can enter a greeting, campaign introduction, frequently asked questions, or other information.
- Save the flow and enter a flow name.
- Bind the automation flow to the chat widget where it should be used.
After configuration, visitors automatically receive the preset message when they enter the corresponding chat page. They do not need to send a message first or wait for an agent to join.
[Image: Automation welcome message configuration page]
[Image: Message automatically displayed after a visitor enters the chat page]
3. Differences Between Agent and Automation Welcome Messages
| Comparison | Agent welcome message | Automation welcome message |
|---|---|---|
| Trigger time | After the conversation is assigned to an agent or an agent manually joins | When the visitor enters the chat page |
| Does the visitor need to send a message? | An agent assignment or join event is required | No |
| Does an agent need to be assigned? | Yes | No |
| Configuration location | Agent Management | Automation Flow |
| Main purpose | Agent introduction and service greeting | Campaign promotion, service announcements, FAQs, and inquiry guidance |
| Message content | Can be configured separately for each agent | Centrally configured through the automation flow |
Recommendations:
- Agent welcome message: Best for automatically sending an agent introduction and greeting when the agent officially begins handling the visitor.
- Automation welcome message: Best for showing platform campaigns, announcements, and FAQs as soon as the visitor enters the chat page.
You can use both types of welcome messages at the same time, but configure different content for each to avoid sending duplicate messages to visitors.