User Engagement settings in the Live Chat widget define how visitors are welcomed and guided when they start a chat. These settings help you control the first message visitors see, collect required information before the chat begins, suggest common actions or questions, and display a persistent sticky button when needed.

This article explains how to configure User Engagement settings from Admin → Chat → Live Chat → Preferences → User Engagement and verify the changes using Live Preview.

1. Open Your Widget

1. Go to Admin → Chat → Live Chat.
2. Edit a widget from the Active list or click Add Widget to create one.
   
   
   
   
   

2. Go to Preferences → User Engagement

Open the widget and select Preferences → User Engagement.
A Live Preview on the right updates as you edit.

Welcome Message (First Message Users See)

• Add a concise opener that sets expectations and tone.

• You can add multiple welcome messages (up to five) to sequence information (greeting, hours, key links, guidance).
  
  

  
  
  

• Use Live Preview to validate line breaks, spacing, and tone, then click Update to save.
  
  

  
  
  

Choose How Visitors Start Chatting

Decide how visitors begin the conversation. The start view can show one of the following: a Pre‑Chat Form (collect details before messaging) or Suggestions (tap‑to‑start actions/FAQs). You can also use a persistent Sticky Button to keep a single high‑value action visible throughout the chat.

Use Live Preview to see the start view update as you toggle options, then choose the path that matches your goal: route (Pre‑Chat Form), steer to common intents (Suggestions), or keep one key action always available (Sticky Button).

A. Enable Pre‑Chat Form

Toggle Enable Pre‑Chat Form ON to capture context up front.

Configure the following when the pre-chat form is enabled in the Live Chat settings:

• Add Form Fields (e.g., Name, Email, Phone, custom). Up to 8 fields can be added.
• Form Message - The Form Message is displayed above the form fields to guide users before a chat begins. Form Message supports a maximum of 200 characters.
• Confirmation Message - users receive this confirmation message when they press the Start Conversation Button.
  
  
  
  
  

B. Suggestion (Quick Actions or FAQs)

Suggestions appear as clickable chips under the welcome message at chat start.

How suggestion modes work

• Quick‑action (default): Clicking a chip triggers its Value, which you can use in workflows as a Suggestion Value condition.
  
  

  
  
  

• FAQ mode: Clicking a chip posts the Label as the user’s message. If an AI Agent is enabled, it responds; otherwise agents do. FAQ chips disappear after the first user message and reappear if the user clears the composer.
  
  

  
  
  

Steps to Enable Suggestions in a Live Chat Widget

1. Ensure Enable Pre‑Chat Form is OFF.

2. Toggle Suggestion ON.

3. Add items with Label (what users see) and Value (what’s sent/triggered).
   
   

   
   
   

4. (Optional) Turn on Treat the suggestion as an FAQ message to send the Label as the user’s first message.
   
   

   
   
   

Explore How to Configure Suggestions for Guided Routing in BoldDesk Chat.

C. Sticky Button

A small button stays visible near the composer throughout the session—ideal for a high‑value, always‑available action.

Steps to enable suggestions in a Live Chat Widget

1. Ensure Suggestion is OFF.
2. Toggle Sticky Button ON.
3. Add the button with Display Name and Value (used by your workflow when clicked).
4. Preview and click Update.
   
   
   
   
   

3. Save and Verify With Live Preview

• Confirm the start view shows:
  • Welcome Message
  • Pre‑Chat Form or Suggestions or Sticky Button
• Click Update to apply changes.
  
  
  
  
  

Previous / Exit Button in Live Chat

The Back (Previous) icon, located in the top‑left corner of the live chat widget header, allows customers to exit or minimise the current chat view. When selected, it takes users back to the previous screen or closes the current chat view without requiring them to continue the conversation.
For example, if a customer clicks Create Ticket from an enabled form, this button allows them to return to the previous page without ending the chat or starting a new chat session.

Permissions

To configure user engagements in live chat, the agent’s role must include the Manage settings permission under the Admin permission category.

Frequently Asked Questions

1. What does “User Engagement” control in the Live Chat widget?
   It controls the first‑run experience for visitors—what they see before typing—via the Welcome Message and one chosen entry path: Pre‑Chat Form, Suggestions, or a Sticky Button.

2. Can I enable both Pre‑Chat Form and Suggestions in the Live Chat Widget?
   No. If Pre‑Chat Form is ON, Suggestions are unavailable.

3. Can I enable both Suggestions and a Sticky Button in the Live Chat Widget?
   No. Suggestions and Sticky Button are mutually exclusive—enable one or the other.

4. How many Welcome Messages can I add in the Live Chat Widget?
   Up to five. This lets you sequence greeting, hours, links, and guidance.

5. What does the Pre‑Chat Form collect through the Live Chat Widget?
   Structured context via Form Fields (for instance, Name, Email, Phone, custom). You can add up to 8 fields.

6. What is the difference between Quick‑action and FAQ modes for Suggestions?

   • Quick‑action (default): Clicking a chip triggers its Value, which can be used in workflows (for instance, Suggestion Value conditions).
   • FAQ mode: Clicking posts the Label as the user’s message; chips hide after the first message.

Related Articles

1. How to Activate, Deactivate or Delete a Live Chat Widget
2. How to Customize the Away Configuration for the Live Chat Widget