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Suggested Messages

Suggested messages are pre-written questions or prompts that appear as clickable buttons in your chat widget. They help visitors start a conversation by offering common topics they can ask about with a single click.

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Why Use Suggested Messages

  • Lower the barrier — Visitors don’t have to think of what to type; they can just click
  • Guide conversations — Steer visitors toward topics your chatbot handles best
  • Improve engagement — Clickable options encourage more visitors to interact with your chatbot
  • Showcase capabilities — Show visitors what your chatbot can help with

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How to Set Up Suggested Messages

1

Go to Suggested Messages

Open your agent’s dashboard. The suggested messages settings can be found in the agent settings area.
2

Add a message

Click Add to create a new suggested message. Type the text that will appear on the button (e.g., “What are your business hours?” or “Tell me about your products”).
3

Add more messages

Repeat to add as many suggested messages as you need.
4

Reorder with drag and drop

Drag and drop messages to change their display order. The first message in the list appears first in the widget.
5

Save your changes

Click Save to apply.

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Managing Suggested Messages

  • Edit — Click on any existing message to change its text
  • Delete — Remove messages you no longer want to show
  • Reorder — Drag and drop to change the order

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Tips for Effective Suggested Messages

  • Keep them short — Aim for 3-7 words per message
  • Use natural language — Write them as real questions visitors would ask
  • Cover your top topics — Include your most common or important questions
  • Limit the number — 3-5 suggested messages is usually ideal; too many can be overwhelming
  • Match your audience — Use language your visitors would naturally use

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Examples

Here are some suggested message ideas for different types of businesses: E-commerce store:
  • “What’s your return policy?”
  • “Where’s my order?”
  • “What sizes are available?”
SaaS product:
  • “How does pricing work?”
  • “Can I get a free trial?”
  • “How do I get started?”
Service business:
  • “What services do you offer?”
  • “How do I book an appointment?”
  • “What are your hours?”