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Conversation starters are pre-defined openers that you can share with users in three ways: as a shareable link, as cards displayed on the home page, or as a message that auto-triggers when the widget opens. Each starter sends a pre-filled message to the agent on click.

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Overview

Conversation starters let you:
  • Reduce blank-page hesitation by showing users what they can ask
  • Guide users toward common topics with pre-defined openers
  • Customize the initial agent context with an optional system prompt per starter
  • Track engagement to see which starters are most popular

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How It Works

  1. You create conversation starters in the admin interface
  2. Depending on the starter’s settings, it can be triggered three ways (the starter must be Active in every case):
    • Via a shareable link (/?starter=<id>)
    • Displayed as a clickable card on the home page and widget welcome screen (when Show on home is also enabled)
    • Auto-triggered when a widget user opens the widget with no active conversation (when Widget auto-starter is also enabled — one starter only)
  3. The initial message is sent to the agent, starting a new conversation
  4. If the starter has an additional prompt, it is injected as system context for that conversation

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Creating a Conversation Starter

  1. Navigate to Settings > Conversation Starters
  2. Click Create
  3. Fill in the starter details:
  1. Click Save

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Managing Starters

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Editing

Click any starter in the list to edit its fields. Changes take effect immediately.

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Showing on the home page

Toggle Show on home on any active starter to display it as a card on the chat home page and the widget welcome screen. The card shows the starter’s description, and clicking it sends the initial message.

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Setting a widget auto-starter

Toggle Widget auto-starter on a starter to automatically send its initial message when a widget user opens the widget with no active conversation. Only one starter can be the widget auto-starter at a time — setting a new one automatically removes the previous one.

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Deactivating

Toggle Active off to hide a starter without deleting it. Deactivated starters retain their configuration and engagement data.

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Deleting

Click Delete on a starter to permanently remove it. This also removes its engagement history.

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Engagement Metrics

Each conversation starter tracks:
  • Click count — How many times users have clicked the starter
  • Conversations created — How many conversations were started from the starter
The starter’s edit page lists every conversation triggered by it. Click any row to open the conversation, or use View all in chat history to jump to the Admin Chat History page with the starter filter pre-applied — useful for exporting or applying additional filters. You can also filter the Admin Chat History directly by Conversation Starter to drill into the conversations from any starter. Use these metrics to identify popular topics and refine your starter set.

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Interaction with Other Features

  • Suggested Actions: Conversation starters appear on the home page before a conversation begins. Suggested Actions appear during a conversation to guide follow-up responses.
  • Home Page: Starters are displayed on the chat home page alongside other home page elements you’ve configured.
  • Permissions: When a starter is linked to a specific agent, its home-page card and widget auto-trigger only appear for users who have access to that agent — same access rules as the agent itself (active status, public, or shared permission). If the linked agent is inactive or otherwise inaccessible, the starter is hidden everywhere except its shareable link.
  • Shareable links: The /?starter=<id> link always works for active starters — anyone with the URL can start the conversation, regardless of agent visibility.