Customizing the Start Chat Experience for Users in Your Live Chat Widget

The Chat Widget Admin Settings allow you to customize how visitors interact with your live chat widget. This includes customizing a welcome message, choosing whether an email is required to start a chat, and setting an automatic confirmation message to send when a chat begins.

Steps to Personalize the Start Chat Experience

1. Navigate to Admin > Chat > Live Chat.
   

   

2. Select the widget you want to edit, or click Add Widget to create a new one.

3. Go to Chat Experience > Start Chat Configuration.

   

4. Configure the settings as needed.

Welcome Messages

Welcome messages are the first messages users see when they open the live chat widget. They help set the tone and guide users toward the support or resources they need.

• BoldDesk supports up to five welcome messages in a widget.

• Each message can serve a different purpose, such as greeting users, sharing business hours, offering support options, or linking to help articles.

• This multi-message setup helps deliver information progressively, making the chat experience more engaging and user-friendly.

  

Suggestion Messages

Suggestion messages are prompts designed to guide users during live chat interactions. These messages appear to anonymous users, those who start a chat without completing a form, and help steer them toward relevant actions or support options. These values will be available in the workflow as Suggestion Value and can be used in setting up the chat workflow.

Chat Initiation Options

You can choose how visitors initiate conversations:

• Initiate Conversation Without Filling Out a Form: Visitors can start chatting immediately without providing any information upfront, allowing an anonymous conversation.

• Initiate a Conversation Upon Email Submission: This configuration requires visitors to provide their email addresses before they can start a conversation.

Confirmation Message

Once a conversation begins (especially after email submission for email visitors), visitors automatically receive a confirmation message. This message acknowledges the start of the chat and sets expectations for the interaction.