Customizing the Start Chat Experience for Users in Your Live Chat Widget
The Start Chat Experience in BoldDesk defines how users begin a live chat session through the widget. It includes settings like welcome messages, email requirements, anonymous chat options, and confirmation messages. This article explains how to configure these options to personalise user interactions, streamline support workflows, and enhance engagement from the very first message.
How to Personalise the Start Chat Experience
To configure the chat widget:
- Go to Admin > Chat > Live Chat.
- Select the widget you want to edit or click Add Widget to create a new one.
- Navigate to Chat Experience > Start Chat Configuration.
- 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 towards 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.
Pre Chat Form
The Pre-Chat Form feature allows you to collect essential information from visitors before starting a conversation. This helps support teams understand user context and deliver personalised assistance quickly.
Configure the following options:
- Add Form Fields: Choose the fields you want visitors to fill out (for example, Name, Email, Phone, Custom Fields).
- Form Message: Enter a message that will appear at the top of the form to guide users.
- Form Fields Display: Review and manage the fields added.
- Confirmation Message: Set a message that users will see after submitting the form, confirming that their query has been received.
- Pre-Chat Form Message: A maximum of 200 characters is allowed for this message.
- Add Form Fields: A maximum of 8 fields can be added to the Pre-Chat form.
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 towards 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.
This feature is only usable when the “Initiate conversation without filling out a form” option is selected. Learn more on Configuring Suggestions and Workflow Mapping in the Live Chat Widget.
Treat Suggestion as FAQ message
When enabled, this option converts suggestions into FAQ-style prompts that behave like user-typed messages. Instead of triggering workflows, these questions initiate a conversation, making it easier for users to start engaging.
How It Works
- Suggestions are displayed as clickable questions before the user types anything.
- Clicking a question sends it as the first message in the chat.
- If AI Agent is enabled, the AI responds with an answer; otherwise, a human agent replies.
- This feature works only when “Initiate conversation without filling out a form” is enabled.
- FAQs disappear after the user sends a message and if the user starts typing and deletes text, FAQs reappear.
- If the option Treat the suggestion as an FAQ message is enabled, you cannot use suggestion messages for workflow actions. All suggestions will be processed as user-typed FAQ messages, triggering a conversational response instead of executing predefined workflows.
Sticky Button
The sticky button remains fixed at the top of the chat input area throughout the entire chat session. You can use this button to offer any options you want the customer to have constant access to, such as scheduling a demo meeting.
When the customer clicks this button, it activates the “Sticky button clicked” trigger in the workflow, allowing you to customize the actions performed when a specific sticky button is pressed.
Using this feature directly affects the current chat SLA. Learn more on Understanding SLA Impacts When Sticky Button Workflow Is Triggered in Ongoing Conversations.
Chat Initiation Options
You can choose how visitors initiate conversations:
- Initiate Conversation Without Filling Out a Form
- Initiate a Conversation Upon Email Submission
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.
Frequently Asked Questions (FAQs)
Q: Can I use both welcome and suggestion messages in one widget?
Yes, both can be configured to enhance the chat experience.
Q: What happens if I disable form submission?
Suggestion messages will guide users instead of form-based prompts.
Q: Is the sticky button mandatory?
No, it’s optional but recommended for better visibility, and currently you have to reach out to BoldDesk Support to have it enabled.
Q: Can I customize confirmation messages per widget?
Yes, each widget can have its own confirmation message.
