By default the assistant answers a visitor's first message like any other — it gets straight to the point. For some businesses that's exactly right. For others — a clinic, a practice, anything where reaching out takes courage — it's cold.
Knowledge → Chatbot Rules → First-contact introduction lets you change how a brand-new conversation opens.
What are the three modes?
- Off — answer the first message right away, like every other reply.
- Personal AI introduction — the assistant weaves a warm intro into its first reply, guided by wording you provide. It's still an AI-written sentence, so it reads naturally alongside the answer.
- Fixed greeting — a word-for-word greeting is sent, exactly as you wrote it. Use this when the wording has to be precise (a disclaimer, a confidentiality statement, a regulated phrase).
What should I write for a personal AI introduction?
Describe the intent, not the sentence. You're briefing it, not scripting it:
Introduce yourself as Robin from Dr. Smith's practice, warmly acknowledge that reaching out takes courage, and note that everything shared here is confidential.
Should it greet and answer at the same time, or greet first?
That's the Greet first, then answer toggle.
- Off (default) — the intro and the answer arrive together. Faster, and most visitors prefer it.
- On — only the introduction goes out on the first message, and the answer waits for the visitor's next reply. Choose this when the greeting carries something the visitor should read and respond to before anything else — a confidentiality notice, a scope statement, an intake disclaimer.
The setting applies to new conversations immediately after you save.