First impression
The greeting and suggested questions are the first thing a visitor sees. Set them in Settings › Rules › First impression.
Change it
On the agent, open Settings, then Rules, and open First impression.
Both are optional. The sections below say what works well.
It appears at the top of the page once you change something, and saves every group you changed. Visitors see the change on their next visit.
Greeting
One or two lines in your agent’s voice. Hint at what it is worth asking about: “Ask me anything about pricing, positioning or your first customers” works harder than “Hi, how can I help?”. With no greeting, your agent simply waits for a question.
Tip
When your greeting is empty or too long for a headline, Coach suggests one on the agent’s Profile › Welcome tab. Use this saves it, and Put back restores yours.
Suggested questions
Up to six questions a visitor can tap before they type. Pick the ones you most want to be asked.
The first time your agent learns from your material, hiy drafts a few for you, each checked so your agent can answer it. Edit them and they are yours: hiy never drafts over them. Suggest from my sources offers more whenever you want; tap one to add it.
First message
A Support Agent’s Profile › Welcome has a First message section when it is on for your workspace.
Both switches have a workspace default in Settings › Workspace › First message; an agent can set its own, and Reset goes back to the workspace.
- Source line shows “Answers from yourdomain.com” under the greeting, in the visitor’s language. Private and held-back sources are never named.
- Visitor’s language shows the questions hiy drafted in the visitor’s language, translated once per language. Anything you wrote stays exactly as you wrote it.
- A new agent shows no suggested questions until it has its own. When one of yours isn’t answered by your sources, a plate says so: Teach it or Remove.
- Once a language has 10 visits in 30 days, a plate offers a greeting in it: Draft it, edit, Save. Visitors in that language see your words as written.
Answer length
Short keeps answers to two or three sentences unless someone asks for more. Detailed covers the steps and the exceptions. Normal, the default, lets the question decide. When Brand tone is on for your workspace it is in Profile › Personality, with a workspace default each agent can change; this page keeps a row that opens it. Otherwise it shows here where Coach is switched on.
Good to know
- A Support Agent made from a preset starts with a greeting already written. Edit or clear it like any other.
- If a form’s Style has its own greeting or starting points, visitors there see those instead. See Style.
- To show your subjects as Helps with under the greeting, turn on Show to visitors in What your agent answers.