Auto-Greeting Setup
Auto-Greeting is an automated messaging system that sends timed messages to customers when they're waiting for an agent response. It keeps customers informed about their queue status and ensures they don't feel ignored during busy periods.
Key Benefits
- Instant acknowledgment when customers start a chat
- Keeps customers informed about wait times
- Reduces customer frustration during busy periods
- Automatically stops when an agent responds
- Collects contact information for follow-ups
How Auto-Greeting Works
Auto-greeting automatically triggers based on customer activity and agent response times.
Customer Starts Chat
When a new customer sends their first message or returns after 24+ hours, the Welcome greeting is sent immediately.
Customer Sends Message (No Agent)
If no agent is viewing the chat, the Wait greeting is triggered to let the customer know someone will respond soon.
Queue Status Update
If still waiting, the Queue Status message is sent to show their position in the queue.
Contact Request
If the wait continues, a Contact Request message asks for alternative contact details for follow-up.
Auto-greeting automatically stops when: An agent sends a message to the customer, or an agent opens and subscribes to the chat.
Greeting Message Types
Welcome Message
Sent immediately when a customer starts a new chat or returns after being inactive for 24+ hours.
Hello! Thank you for reaching out.
An agent will be with you shortly.Wait Message
Sent when customer sends a message and no agent is currently viewing the chat.
Thank you for your patience!
Our team is handling other conversations
and will respond to you shortly.Queue Status Message
Shows the customer their position in the queue. Use the {{queue_count}} variable.
You are currently number {{queue_count}}
in our queue. We appreciate your patience!Contact Request Message
Asks for contact details in case the customer needs to leave before getting a response.
If you need to leave, please share your
email or phone number and we'll get
back to you as soon as possible.Setup Guide
Access Auto-Greeting Settings
- Go to Automations in the sidebar menu
- Click on Auto-Greeting
- You'll see the Auto-Greeting configuration page
Initialize Auto-Greeting
- If this is your first time, click the Initialize Auto-Greeting button
- This creates default greeting messages for all four types
- Default messages are pre-configured with recommended timing
Customize Your Messages
- Click the Edit button next to any greeting message
- Update the message content to match your brand voice
- Use variables like {{queue_count}} for dynamic content
- Click Save to apply changes
Configure Timing
- Each greeting has a Delay (seconds) setting
- Welcome: Usually 0 seconds (immediate)
- Wait: Recommended 60 seconds (1 minute)
- Queue Status: Recommended 180 seconds (3 minutes)
- Contact Request: Recommended 300 seconds (5 minutes)
Enable/Disable Individual Greetings
- Use the toggle switch to enable or disable each greeting type
- Disabled greetings will not be sent to customers
- Customize which greetings are active based on your needs
Using Variables
Variables allow you to insert dynamic content into your greeting messages. They are replaced with actual values when the message is sent.
Available Variables
{{queue_count}}— Customer's position in queue
Example Usage
You are number {{queue_count}} in line.
We'll be with you shortly!→ Becomes: "You are number 3 in line. We'll be with you shortly!"
Best Practices
Do
- Keep messages concise and friendly
- Use your brand's tone of voice
- Set realistic timing expectations
- Test messages before going live
- Use queue_count to show actual position
- Regularly review and update messages
Don't
- Send too many messages too quickly
- Make promises you can't keep
- Use overly formal or robotic language
- Ignore the customer's context
- Set delays that are too short
- Forget to enable greetings after setup
Troubleshooting
Greetings not sending?
- Check if Auto-Greeting is initialized
- Verify the greeting is enabled (toggle is on)
- Ensure the delay time hasn't passed without the condition being met
- Check if an agent has already responded or subscribed to the chat
Welcome message not showing for returning customers?
- Welcome is only re-sent if the customer was inactive for 24+ hours
- For existing conversations, Wait/Queue/Contact messages will trigger instead
Queue count showing incorrect number?
- Queue count is calculated in real-time based on waiting customers
- The number may change as other customers are served
Greetings stopped after agent viewed chat?
- This is expected behavior — greetings stop when an agent subscribes to the chat
- This prevents customers from receiving automated messages while being helped