Greet every new visitor before they have to ask
A short opener goes out to every new visitor on their first visit, so nobody lands on an empty chat window. You can add buttons to it and send people straight to what they need.
This is for anyone setting the chat up for the first time, and for anyone whose visitors open the chat and then leave without typing. It is one message, written once, and it applies to every new visitor.
Step by step
Open the message settings
Go to Settings > Messages in the panel at cloud.vera.support. The welcome message lives here, alongside your other automated messages.
Write the message
Say who you are and what you can help with, in your own words. The welcome message supports text formatting and merge fields, so you can personalise it rather than sending the same flat line to everyone.
Add buttons if you want to guide the visitor
Put a rich-message shortcode in the welcome message to show buttons on first contact. This turns the opener into a set of choices, so a visitor can pick a topic instead of having to think of a question.
Settings reference
| Setting | What it does |
|---|---|
| Welcome message | The message sent to new visitors on their first visit, found under Settings > Messages. |
Good to know
Unanswered welcome messages do not clutter your inbox
Conversations that contain only the welcome message, with no reply from the visitor, are archived automatically. You will not have to clear out one-sided threads by hand.
The delay is ignored in the tickets area
Wherever your delay is set, the tickets area does not honour it. There the welcome message sends immediately.
It goes out once, to new visitors
This message is aimed at first-time visitors, not at people coming back to an existing conversation. Treat it as an introduction, not as a reminder.
Buttons come from rich messages
Anything interactive in the welcome message is a rich message inserted with a shortcode. Plain text and formatting work on their own; buttons need the shortcode.
Common questions
Where do I write the welcome message?
Who receives it?
Will my inbox fill up with conversations where nobody replied?
Can I show buttons instead of asking the visitor to type?
Can I include the visitor's details in the message?
Does the delay apply everywhere?
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