When a user starts a new chat, we are seeing 2 different behaviors (for both logged in and logged out users):User opens up a new chat and there is a blank chat screen where they can send a message User opens up a new chat & bot sends welcome message and displays buttons with different topics asking the user what they need help with. This includes a "something else" button. We want #2 to occur for every new chat. What setting can we adjust to make this happen?

Answered

Why are the welcome message and prompts asking what the user needs help with only sometimes showing?

Forum|Forum|4 years ago
June 29, 2021
3 replies
90 views

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Danielle M11
New Participant

When a user starts a new chat, we are seeing 2 different behaviors (for both logged in and logged out users):

User opens up a new chat and there is a blank chat screen where they can send a message
User opens up a new chat & bot sends welcome message and displays buttons with different topics asking the user what they need help with. This includes a "something else" button.

We want #2 to occur for every new chat. What setting can we adjust to make this happen?

Best answer by Danielle M11

Thank you @eric f11 !! We ended up figuring out & needed to change the audience of our custom bot for new conversations

+5

Eric Fitz
Employee
Forum|Forum|4 years ago
July 1, 2021

Hey @danielle m11, it sounds like, for Option #2, you have a Custom Bot set up for new inbound conversations. So that I can be certain of this, can you share with me screenshots of both behaviours, please?