Pre-set messages

Pre-set messages help the conversation get started. Rather than typing the same welcome message to every new chat user, pre-set messages kick the conversation off quickly and conveniently.

Our automatic, pre-populated greetings surface at the start of every chat session. They let the agent insert a personalised greeting with a single click. Here’s how it works:

• WhosOn takes in the customer’s name from the pre-chat survey form

• It inserts this into a greeting message, saying hello to the customer by name

• The agent’s name is also added into the introductory message, for speed and ease

• WhosOn adjusts the message based on the time of day, for added context

• The agent can simply click to include, or ignore and write their own custom greeting