Welcome conversation

A welcome conversation gets triggered when a first-time respondent initiates the interaction, such as when the respondent uses a messenger channel to initiate contact with the company. This is only for first-time respondents who initiate the conversation. Feeded and existing respondents trigger the Default conversation instead.

Note: If the respondent initiates the conversation with a defined keyword, the conversation associated with the keyword is triggered instead. The welcome conversation only happens when the respondent-text was not recognized.

Defining a welcome conversation

There is one welcome conversation for all conversations in the instance. Before creating a welcome conversation, first search the existing conversations for one with a keyword of "welcome". If it exists, edit that conversation.

Conversations list highlighting the one with the 'welcome' keyword

To create a welcome conversation:

  1. Open the Conversations list.

  2. Click New Conversation.

  3. Name the conversation.

  4. Add welcome to the Keywords.

    A welcome conversation with the "welcome" keyword

  5. Define the welcome dialog. For example:

    1. In the Conversation editor, click Add Dialog.

    2. For the type, choose Statement.

    3. Enter the message text, such as "Thanks for messaging us"

    4. When finished, click Add Dialog.

    5. Click Cancel to close the Dialog editor.

  6. When finished, click Save.

The dialog will now appear for welcome conversations.