Chat Conversation settings control how your chatbot greets visitors, suggests topics and behaves during the conversation - from the first welcome message to follow-up suggestions and feedback collection.
Where to find Chat Conversation settings
Select your chatbot, click the Settings tab, then select Chat Conversation in the left sidebar.
The page is organised into two sections: Welcome & suggestions at the top and Conversation behavior below.
Welcome & suggestions
Welcome message
The welcome message is the first thing visitors see when the chat opens. You can add up to three separate messages, each on its own line. They are displayed in order, as individual message bubbles.
Suggested questions & Conversation openers
Suggested questions appear as clickable buttons above the message input. They guide visitors toward common topics and help start conversations.
Each entry has three fields:
- Icon - optional emoji shown on the button. Click the icon slot to open the emoji picker.
- Button label - short text displayed on the button.
- Message sent on click - the full question sent to the chatbot when the visitor clicks the button.
This lets you keep the buttons compact while still sending a complete, well-phrased question to the bot.
Conversation behavior
This section groups the toggles that control how the chatbot processes and presents conversations.
Query refinement
When enabled, the chatbot rewrites the user's question using the conversation context before searching the knowledge base. This usually produces more relevant answers, at the cost of a small additional AI call (slight latency increase).
Voice input
When enabled, a microphone button appears in the message bar so visitors can dictate their question instead of typing. Voice input uses the browser's Web Speech API and follows the device's language settings, so support varies by browser and operating system.
Conversation rating
When enabled, thumbs-up and thumbs-down icons appear below each bot response. Visitors can rate individual responses, and you can review the feedback in Chatlogs and Analytics.
Allow users to resume conversations
When enabled, returning visitors can continue their previous conversation for up to 7 days. When disabled, conversations are preserved for 1 hour so users can still navigate between pages on your site without losing context.
Dynamic suggested follow-ups
When enabled, the chatbot automatically generates follow-up question buttons after each response, based on the conversation context. These replace the static suggested questions as the conversation progresses.
This feature requires a compatible model (for example GPT-4.1 or 4.1-mini). It is not available for Gemini or GPT-4o models - the toggle is disabled when an unsupported model is selected.
Auto-select icons
Available only when Dynamic suggested follow-ups is on. When enabled, the AI automatically picks a relevant emoji for each follow-up button. Disable it if you prefer text-only follow-ups.
Related settings
A few options that used to live on this page have moved:
- Creativity / temperature - now under Settings > Model & Advanced.
- Placeholder for new message and Reset Conversation tooltip - now under Settings > Appearance.
- Voice Conversation (formerly the Voice tab) - separate tab under Settings, visible to admins only.