Welcome Reply can be set up easily by adding your dialogue to the Welcome Reply in Content > Intents. For some CRM platforms, an extra step of adding an action is needed as well.

See the table below for reference:

No action needed "Trigger Reply" action needed
  • Salesforce
  • Sunshine Conversations
  • Zendesk Chat
  • Freshchat

To learn more about what Welcome Reply is, read System Replies explained.

Set-up Welcome Reply in the Dashboard

To set up Welcome Reply, navigate to Content > Intents and find the Welcome Reply.

Go to the language version of the reply you want to edit and click Edit Dialogue.

Add the "Trigger Reply" action

If you use Zendesk Chat or Freshchat, the Trigger Reply needs to be added in Ultimate's Dashboard to trigger it. Follow the steps below to add the action:

  1. Go to Settings > Actions
  2. Click + New Action
  3. Fill in the fields as below:
    • Event - Chat Started
    • Target - Select your CRM platform
    • Action - Trigger Reply
    • Reply - Welcome Reply 
  4. Click Save

Disable Welcome Reply

To disable Welcome Reply:

  1. Remove the Trigger Reply action in Settings > Actions
  2. Remove the content of Welcome Reply. Here's how:
    • Delete all blocks from the dialogue except the first Bot Message block
    • Delete the content from the Bot Message block
    • Click Save

 

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