Suggested Messages

Suggested messages appear as clickable options when visitors open the chat. They help visitors know what to ask and guide them to your most important topics.

Setting Up Suggested Messages

1. Go to your agent's Actions tab
2. Click Suggested Messages
3. Add your message suggestions (up to 4)
4. Save and test

Configuring Suggestions

Message Text

Write suggestions as questions or topics:

• "How do I get started?"
• "What features are included?"
• "Tell me about pricing"
• "How can I contact support?"

Auto-Generate

Let the AI generate fresh suggestions based on the conversation context. When enabled, you don't need to provide a preset list — the agent decides what to suggest next.

Preset Messages

Disable auto-generate to lock in your own suggestions. You can configure up to 4 preset messages, each up to 40 characters long.

Disable Text Input

Optionally hide the text input field so visitors can only click suggestions. Useful for structured conversations or surveys.

Best Practices

Write Natural Questions

Use questions visitors actually ask:

• "What's included in the Pro plan?"
• "How do I reset my password?"

Cover Key Topics

Include suggestions for your most important content:

• Pricing and plans
• Getting started
• Common issues
• Contact information

Keep It Short

• Up to 40 characters per suggestion
• Up to 4 suggestions
• Clear, action-oriented language

Test Different Options

Try different suggestions and see which get clicked most often in your chat logs.

Example Suggestions

SaaS Product

- "What features are included?"
- "How much does it cost?"
- "Can I try it for free?"
- "How do I get started?"

E-commerce Store

- "Track my order"
- "Return policy"
- "Shipping options"
- "Contact support"

Documentation Site

- "Getting started guide"
- "API documentation"
- "Common issues"
- "Request a feature"

Service Business

- "Schedule a consultation"
- "What services do you offer?"
- "How much does it cost?"
- "Where are you located?"

Combining with Initial Message

Suggestions work well with a welcome message:

Welcome message:

Hi! I'm here to help you learn about our product.

Suggestions:

- "What is Acme Software?"
- "Show me the features"
- "How do I sign up?"

Analytics

Track which suggestions get clicked:

1. Go to Chat Logs
2. Review conversation starts
3. Identify popular topics
4. Adjust suggestions based on data

Suggested Messages vs. Q&A Sources

Use both together for best results.

Next Steps

• Configure the welcome message in Design settings
• Add Q&A sources for exact answers
• Review chat logs to see what visitors ask