Automated Welcome Messages
Set up automatic welcome messages that are sent instantly when a new chat conversation is created. Greet your customers immediately and set the tone for excellent customer service.
What You'll Learn
By the end of this guide, you'll have an automated welcome message system that instantly greets customers when they start a conversation on any of your communication channels. This automation ensures no customer waits for an initial response, improving engagement and satisfaction.
- Create or select a canned response for welcome messages
- Set up automation triggers for chat creation events
- Configure trigger priority and execution order
- Test automated welcome messages in live channels
- Understand how chat created events work
- Apply conditional logic for specific scenarios
- Monitor and troubleshoot automation triggers
- Optimize welcome message timing and content
Prerequisites
Before You Begin: Ensure you have the necessary permissions and resources to complete this automation setup.
Admin access to Fiko platform
Required to create automation triggers
At least one canned response created
If you haven't created one yet, see the Getting Started guide
Active communication channel configured
WhatsApp, LINE, or Live Chat Widget for testing the automation
Basic understanding of canned responses
Familiarity with how canned responses work in Fiko
How Welcome Message Automation Works
Understanding the flow helps you configure the automation effectively.
Step 1
Customer Initiates Chat
A customer sends their first message on WhatsApp, LINE, or your website's chat widget, creating a new conversation.
Step 2
Trigger Activated
The "Chat Created" event fires, and Fiko checks all automation triggers configured for this event type.
Step 3
Response Sent
The canned response is automatically sent to the customer, welcoming them before any agent intervention.
Step 1: Create a Welcome Response
First, create a canned response that will be used as your automated welcome message.
Navigate to Canned Responses
Go to Automations → Canned Responses in your Fiko dashboard.
Create Your Welcome Message
Click "Create New Response" and fill in the following details:
Pro Tip: Make your welcome message warm and informative. Let customers know they've reached the right place and what to expect next (e.g., response time, working hours).
Save the Response
Click "Create Response" to save your welcome message. Note the response as you'll need to select it in the next step.
Step 2: Create the Automation Trigger
Now configure the automation trigger that will send your welcome message when chats are created.
Navigate to Automation Triggers
Go to Automations → Triggers in your Fiko dashboard. This is where you configure all event-based automations.
Configure Trigger Settings
Enter the following configuration for your welcome message trigger:
Event Type (Required)
Chat Created (chat.created)
Trigger Type (Required)
Canned Response
Target Canned Response (Required)
Auto Welcome Message
Priority (Optional)
0 — Default priority. Higher numbers execute first if multiple triggers exist
Understanding Priority: If you have multiple triggers for the same event, triggers with higher priority values execute first. For a single welcome message, the default priority of 0 is fine.
Skip Conditions (Optional)
For a basic welcome message that applies to all new chats, you can skip adding conditions. The trigger will fire for every chat creation event.
Note: You can add conditions later if you want to send different welcome messages based on customer properties, time of day, or other criteria.
Save the Trigger
Review your configuration and click "Create Trigger" to save and activate the automation.
- Trigger created successfully
- Automation is now active and monitoring for chat creation events
Step 3: Test Your Automation
Verify that your automated welcome message works correctly.
Create a Test Conversation
Use one of your connected communication channels to start a new chat (WhatsApp, LINE, or Live Chat Widget).
Testing Tip: Use a different phone number or clear your browser cookies to ensure you're creating a truly new conversation, not continuing an existing one.
Observe Automatic Response
Within seconds of creating the conversation, you should receive your automated welcome message. Check both:
- Customer side: The message appears in the customer's chat window
- Agent dashboard: In Fiko's chat interface, you'll see the message in the conversation history
Advanced: Adding Conditions
Customize when your welcome message is sent using conditional logic.
You can add conditions to make your welcome message smarter. For example, send different messages based on:
- Time of day: Different messages during business hours vs. after hours
- Customer type: New customers vs. returning customers
- Channel type: Different messages for WhatsApp, LINE, or web chat
Conditions Example: To add conditions, click "Add Conditions" in the trigger form, then configure rules like: Field: type | Operator: Equals | Value: whatsapp. This would only trigger for WhatsApp conversations.
Troubleshooting
Welcome message not being sent
- Trigger not saved: Verify the trigger exists in Automations → Triggers
- Wrong event type: Ensure you selected "Chat Created" not "Message Received"
- Canned response deleted: Check that the target canned response still exists
- Conditions too restrictive: Review and adjust condition rules if any exist
- Existing conversation: The trigger only fires for NEW chats, not existing ones
Multiple welcome messages being sent
- Multiple triggers: You may have created multiple triggers for chat.created event
- Check trigger list: Review all triggers and delete or disable duplicates
- Priority conflicts: If intentional, adjust priorities to control execution order
Best Practices
Keep It Friendly and Brief
Your welcome message should be warm but concise. Customers want to get to their question quickly, so avoid long introductions.
Set Expectations
Let customers know when they can expect a response from a human agent, especially if outside business hours.
Test Regularly
Periodically test your automation across all channels to ensure it's working as expected, especially after updates.
Channel-Specific Messages
Consider creating different welcome messages for different channels using conditions, as customer expectations may vary.