Plan requirement
| Subscription | Any plan |
| Access | Admin |
The first thing a customer sees. Three sentences that decide whether they type their question or leave.
Set it
- Open the AI agent's replies.
- Open the welcome reply.
- Write the greeting.
- Save and test how it opens.
Say what it is
That this is an automated assistant. Not buried, not implied. Customers who find out later feel misled; customers told up front simply adjust how they type.
Say what it can do
One line naming the subjects it handles. "I can help with orders, deliveries and returns" sets an expectation that prevents most of the disappointing exchanges, because people ask about those things.
A greeting that promises to help with anything is a promise it will break within the hour.
Say how to reach a person
In the greeting itself. It costs one line and it removes the anxiety that makes people hostile to automated conversations.
Counter-intuitively, saying a human is available reduces how often people demand one.
Then get out of the way
No menu of categories, no request to confirm anything. The customer came with a question; let them ask it.
Keep it to three lines
What this is, what it covers, how to get a person. Anything more is read as an obstacle.
Match it per channel
A greeting on the website widget reaches somebody mid-task. The same words by email reach somebody who wrote in yesterday. Where you use both, they should not be identical.
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