Suggested replies
Add conversation starters that guide visitors toward the topics your bot handles best.
What are suggested replies?
Suggested replies are clickable chip buttons that appear in the chat widget below the welcome message. When a visitor clicks one, it sends that text as their first message — no typing required.
Suggested replies appear as chips below the welcome message in the chat widget.
They serve two purposes:
- Guide visitors toward topics the bot handles well
- Lower friction for visitors who aren't sure how to start
Configure suggested replies
Go to Settings → Suggested replies in the admin panel.
Open Settings in adminThe Suggested replies settings. Add up to 6 suggestions.
Turn on Show suggested replies at the top of the section.
Click Add reply and type a short suggestion. You can add up to 6 suggestions. Drag to reorder them.
Adding a new suggested reply. Keep it short — under 40 characters — so it fits on one chip.
Save your changes. The suggestions take effect immediately for new conversations.
Writing good suggestions
Use the visitor's words. "What's my order status?" is better than "Order inquiry". Write what a visitor would say, not what a support agent would file.
Cover your top 3–5 question categories. Look at your most common conversations and pick the question types that appear most often. Good candidates: "Track my order", "Return or exchange", "Product questions", "Shipping times", "Contact support".
Keep it short. Chips that exceed 40 characters wrap awkwardly on mobile. Test on a phone before publishing.
Match what the bot can actually answer. Don't add "Check my order status" if the bot doesn't have an order lookup tool configured. False suggestions create frustrated visitors.