🧠 Built-in Messages in SmartAI

SmartAI includes several automated messages that help you communicate with users without manual effort. You can manage these in:

Settings > Messages

👋 Welcome Message

Automatically greets new users when they visit your website for the first time.

• Supports text formatting, merge fields, and rich messages.
• Not sent to Slack.
• If the user doesn’t reply, the conversation is auto-archived.

⏱️ Follow-Up Message

Sends a message when no agent replies within a set time.

• Collects the user’s email or other contact info.
• Supports text formatting and merge fields.
• Can trigger a confirmation email if set.
• If no custom delay is set:
  • 15 seconds if it’s office hours or agents are online.
  • 5 seconds otherwise.
• Sent only once every 24 hours.
• Only sent if:
  • The user hasn’t given an email.
  • Human takeover is active (if enabled).
  • Newsletter signup is enabled (email gets subscribed automatically).

⭐ Rating Message

Asks users to rate their conversation after it’s archived.

• Not compatible with messaging apps like WhatsApp or Facebook Messenger.
• Ratings appear:
  • In the right panel of the conversation,
  • In agent reports, and
  • In the agent’s profile.

🚫 Offline Message

Notifies users when they message outside office hours or no agents are online.

• Sent only once per hour to the same user.
• Supports text formatting and merge fields.
• Can be disabled during office hours by turning on Disable agents check.
• Sent only during human takeover if that feature is active.
• Slack agents are also counted as online by SmartAI.

🔐 Privacy Message

Displays your privacy policy with Accept / Decline buttons before users can use chat.

• Ensures GDPR compliance.
• Not shown if user registration is required.
• On messaging apps (e.g., WhatsApp), it’s sent after the user’s first message, but:
  • They can’t approve or decline,
  • Chat isn’t blocked regardless.

📣 Pop-up Message

Shows a notification popup to all users on the site.

• Stays visible until manually closed by the user.
• Once closed, it stays hidden.