Messages
How to set the bot's first message and choose one of three conversational personalities.
The Messages section controls how the bot talks to customers. Here you will set the first message visible as soon as the chat opens, as well as the personality that defines the tone of its answers.
First message
The First message field is the text shown to the customer right after the widget opens. It should:
- greet the customer briefly and specifically,
- clearly state what the bot can help with,
- not make promises the bot cannot keep.
✅ "Hi! I'm the Black Arrow support bot. I can help you with returns, orders, and product specifications."
❌ "Welcome! Tell me how I can help you today 😊", too vague and creates the expectation that the bot can handle anything.
Bot personality
The personality is a predefined speaking style. You choose one of three:
Casual
The bot talks like a young friend. Short sentences, says "Hi", a relaxed tone, doesn't shy away from emoji. Works well in e-commerce aimed at younger audiences and lifestyle brands.
Informal
The default setting. The bot addresses the customer by their first name but avoids slang and emoji. Recommended as a starting point; it suits most B2C companies and modern B2B businesses.
Professional
The bot addresses the customer formally. Formal, matter-of-fact answers. Choose this for financial, legal, medical, or other industries where formal communication is the standard.
What's next
With your tone set, decide when the bot should hand the conversation over to a person: Human support.