Normally when you open the chat box, it's just a big blank screen. We want to fill that with text when the user opens up the chat widget.
But a chat trigger that auto-opens the chat for the user is not helpful. Since we offer troubleshooting support, that will essentially serve as a means to remind clients we have chat and will lead to higher volume.
We certainly could create a chat trigger that pops up as soon as the client types a new message, but the likelihood that they actually follow through and go to the Help Center is slim once they've started a chat, and often they find that annoying.
Instead, we would like to be able to populate the chat window with a bit of text that displays when the client opens the chat box (before they start typing, indicating they want a live chat).