How can I customize my Generative AI bot greeting?

Question

How can I change the greeting that appears when my Generative AI bot starts a chat?

Answer

When you use Generative AI with your AI agent, the greeting at the start of each chat is generated in real time. This greeting is part of the AI’s composed message and cannot be rewritten directly.

You can influence the behavior of Generative AI replies through settings such as persona, tone of voice, and reply length. These options shape the communication style but do not let you edit the precise words or structure of the greeting.

Currently, you can’t manually edit the greeting text that Generative AI creates. To influence its behavior and make the opening message closer to your brand voice:

Go to AI agents > select the AI agent you want to update > Settings > Persona

Adjust settings like Tone of voice or Messaging reply length. These settings affect the style but don’t allow changing the exact wording or structure.

If you need full control of your greeting and other standard replies, use a standard AI agent (Messaging) instead of Generative AI. Go to Messaging behavior > Start of the conversation, and enter the text you want customers to see. You can also include response options, such as a Talk to a human button.

For more information, see this article: Customizing the standard responses for an AI agent on a messaging channel