The Welcome tab sets how the agent greets customers when a conversation starts.
Choose a type:
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Use fixed welcome: the same message opens every conversation. Write it in the text box, up to 512 characters. A good welcome sets expectations and invites the next action: "Hi 👋, how can I help you today?"
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Use a tool: a tool builds the greeting when the conversation starts. Use this to personalise the welcome, for example to greet the customer in the language that matches their phone number's country code. This option is available on accounts with agents enabled.
For a tool welcome, pick the tool under Select a tool, or click Create draft tool to start a new one. Edit tool opens the selected tool in a new tab. A tool with Prompt agent, Prompt AI model, or Search knowledge steps can't be used as the welcome tool. See Tools for how to build one.