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

Question

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?

Danielle M11 · Accepted Answer

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

Eric Fitz · Answer

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?

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded